The Review bot was built by Citizens Advice to survey staff on how they are finding Workplace. Staff can enter information about the ease of use and their confidence in using Workplace, which features they like the most, and which areas of Workplace they would like to receive more information or training on. The bot can then direct staff members to educational Workplace groups and resources.
This initial bot served another purpose – helping Pandora and her team learn how to build bots by solving a simple problem first, then tackling bigger things down the road once they had key learnings from this experience.
This bot was used to communicate with attendees for their annual staff conference. The bot sent out broadcasts to groups of staff and provided them with information about the event including the agenda, logistical and travel details. Using the bot, staff could also access conference content including information about their annual staff awards which included the ability to see the award shortlist and vote on who should win. After the conference took place, the bot then acted as a post event survey to gather feedback on what attendees enjoyed and what could be improved for next year.
The Diversity Data bot was built to try and get staff to update their details within the HR system. This was a big internal push at Citizens Advice, and team members were sending out company-wide comms all week attempting to prompt members to complete the task.
To help push people to action, Pandora created the Diversity Data bot and prompted users to engage with it by creating a fun “Friday Quiz” for those who completed the task. Staff were completing the required task so they could engage with something fun instead of feeling like they were being reminded to do the same thing over and over again. With an already busy team, the Diversity Data bot helped automate a HR process and nudge staff members to complete their profiles.
The most recent bot that has been built by Pandora and her team has helped to automate the onboarding process for new hires at Citizens Advice. The bot automatically greets new starters on their first day and helps introduce them to their team members through a guided experience that encourages them to start posting to Workplace and engaging with the platform.
The New Starter bot also provides information of use to new hires, such as floor plans for different Citizens Advice offices, company FAQs and links to brand guidelines and HR policies.
The Stand Up bot was built to save the Communications team at Citizens Advice time. Being such a large organization with remote workers, there can be a lot to communicate in each team. Within the Communications department there are smaller teams like social media and events, so everyone is working on something different at the same time. The problem Pandora identified was that people did not know where everyone was or what they were working on. Someone could be working on building a flyer for an upcoming event when there could have been multiple team members who had already built a template. As a team, they needed to be more linked together to make everyone more productive.
With bots, Citizens Advice is able to bridge that gap between Workplace and information sharing across the organization. Using the bots post to Group feature, team members can have a full and detailed written report every morning so they can really understand what colleagues are doing and respond with questions in the comments underneath.