An Internship Report submitted in partial fulfillment of the requirements for the degree of Master of Science in Business Analytics and Digital Transformation

Internship Report (M. Sc.) - Asian Institute of Technology, 2022

With the companies implementing a Work from Home (WFH) policy due to the COVID-19 pandemic. Therefore, it becomes increasingly important for a company{u2019}s success to have effective internal communication. The human resource and the management decided to implement a chatbot (Zingha) to improve employee engagement. The objective of this report was identify what the expectations/objectives from HRM and the management team view point are and understanding how the chatbot affects the interaction/relationship between HRM and the employees with GoPomelo through interviews. Chatbots often known as conversational agents or virtual assistants can communicate via messaging applications. With growing interest from the public nearly triply from 2015 {u2013} 2022, with Asia leading the charge. More businesses have started to implement chatbots as in the recent years the have boosted productivity and efficiency. With possible use cases for internal communication, employee{u2019}s mental health assessment, business communication channel, e-commerce, etc. Specifically, within the HRM, Chatbots are rapidly being used to support corporate activities and procedures through relieving the HRM function thus enabling them to provide better service. Chatbots can support HRM through applicant recruiting, employer branding, FAQ responding, collection of feedback, and assistance to teams. Although, chatbots do have implications on HRM competences, work tasks, and operational interplay. The findings from the interviews showed an overall positive view on chatbots as their still massive potential for growth. Participants mentioned that the importance of design of flow, persona of the bot, user{u2019}s experience and the appropriate use case. Reviews for Zingha were positive as it achieved it objective while still being easy to use with complete options for the user to choose. Although, improvements can be made through use of more GIFs and stickers.