Engaging employees using AI Live Chat

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data-semaphore-tracking-prefix="article-ssr-frontend-pulse_ellipsis-menu-semaphore" data-is-logged-in="false" data-modal="semaphore__toggle" class="semaphore__toggle visited:text-color-text-secondary ellipsis-menu__semaphore ellipsis-menu__item-button flex items-center w-full p-1 cursor-pointer font-sans text-sm font-bold link-styled focus:link-styled link:no-underline active:bg-color-background-container-tint focus:bg-color-background-container-tint hover:bg-color-background-container-tint outline-offset-[-2px]">  <icon class="ellipsis-menu__item-icon text-color-text h-[24px] w-[24px] mr-1" data-delayed-url="https://static.licdn.com/aero-v1/sc/h/iq0x9q37wj214o129ai1yjut"> </icon> Report this article </a>  </li>  </ul>  </div> </div> <div class="core-section-container__content break-words"> <div class="base-card relative w-full hover:no-underline focus:no-underline base-card--link base-main-card flex flex-wrap py-2 pr-2 babybear:pr-0 base-main-card--link publisher-author-card"> <a class="base-card__full-link absolute top-0 right-0 bottom-0 left-0 p-0 z-[2]" href="https://sg.linkedin.com/company/iras" data-tracking-control-name="article-ssr-frontend-pulse_publisher-author-card" data-tracking-will-navigate> <span class="sr-only"> Inland Revenue Authority of Singapore (IRAS) </span> </a> <img class="inline-block relative w-6 h-6 " data-delayed-url="https://media.licdn.com/dms/image/v2/C4E0BAQFojagEokhWug/company-logo_100_100/company-logo_100_100/0/1631314023742?e=2147483647&v=beta&t=3Dt0hjJK8SZaLlIKrrer6VRq_yd-Ex1wCLY82Aj9V5k" data-ghost-classes="bg-color-entity-ghost-background" data-ghost-url="https://static.licdn.com/aero-v1/sc/h/cs8pjfgyw96g44ln9r7tct85f" alt="Inland Revenue Authority of Singapore (IRAS)"> <div class="base-main-card__info self-center ml-1 flex-1 relative break-words papabear:min-w-0 mamabear:min-w-0 babybear:w-full ">  <h3 class="base-main-card__title font-sans text-[18px] font-bold text-color-text overflow-hidden "> Inland Revenue Authority of Singapore (IRAS) </h3> <h4 class="base-main-card__subtitle body-text text-color-text overflow-hidden "> The leading revenue authority in the world | A partner of the community in nation-building and inclusive growth </h4>  <div class="body-text text-color-text-low-emphasis base-main-card__metadata"> Published Nov 11, 2024 </div>  </div> <div class="base-main-card__ctas z-[3] self-center ml-3 babybear:ml-1 babybear:self-start"> <a class="base-main-card__cta btn-sm btn-secondary" href="https://www.linkedin.com/signup/cold-join?session_redirect=%2Fpulse%2Fengaging-employees-using-ai-live-chat-iras-usayc%3Ftrk%3Dpublic_post&trk=article-ssr-frontend-pulse_publisher-author-card" data-tracking-control-name="article-ssr-frontend-pulse_publisher-author-card" data-tracking-will-navigate> + Follow </a> </div> </div> </div> </section> </header> <div data-test-id="article-content-blocks">  <div class="article-main__content" data-test-id="publishing-text-block"> <h3><span class>What you need to know about IRAS’ AI Live Chat</span></h3> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>How do you listen to each and every employee’s needs and aspirations so that they feel a deep sense of belonging to the organisation and remain engaged? IRAS took an unconventional route and tapped on Artificial Intelligence (AI) to keep a listening ear to the ground.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>The traditional way of employee engagement typically involves focus group discussions and mapping out feedback using Post-it notes and flipcharts. However, managing in-person sessions can be labour-intensive and time-consuming. In addition, analysing and sieving out insights backed by quantifiable data was also challenging using the traditional approach.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>To shake up the status quo, IRAS tapped on Artificial Intelligence (AI) to engage large groups of staff efficiently and effectively during its employee engagement exercise themed “Forward IRAS”. Using AI also dovetails with IRAS’ ongoing drive to use innovative digital tools to streamline work processes.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>The outcome? A co-vision was mapped out based on valuable employee feedback on how they see themselves growing together with the organisation and how the organisation can support them.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>The AI-powered insights platform was also able to survey a large group of staff in a live chat session and instantly analyse their responses to understand their aspirations.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>Some 1,000 employees participated in the AI Live Chat sessions and more than 80 per cent of them were satisfied with the new engagement format.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <h3><span class>The team: Piloting a fresh, new way of staff engagement</span></h3> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>Meet the IRAS team which made it possible for some 1,000 employees’ voices to be heard using AI Live Chat. For their innovative project, the team clinched the Exemplary Innovation Award under the IRAS’ umbrella innovation award, otherwise known as the IRAS LEA:D Award.</span> </p> </div>  <div class="flex flex-col mt-2" data-test-id="publishing-image-block" rel="ugc"> <figure> <img class="lazy-load block w-full" data-delayed-url="https://media.licdn.com/dms/image/v2/D5612AQE3d0ypQE-CUA/article-inline_image-shrink_400_744/article-inline_image-shrink_400_744/0/1731035078219?e=2147483647&v=beta&t=_Ya8gqO8XYKWJBA9qI0Wr4D6XcBaX_QcfMOydmsOdKU"> <figcaption class="mt-[0.8rem] text-center text-sm font-normal text-color-text-low-emphasis" data-test-id="publishing-image-block-caption"> <span class>(From left to right) Ang Jun Xian, Manager, Corporate Development Division; Soh Yi Qing, Small Business Division; Loo Phuay Keong, Senior Manager, Corporate Development Division</span> </figcaption> </figure> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class="font-[700]">Q: What sparked the idea for this project?</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>A: IRAS is deeply vested in our employees and in the past, traditional surveys and focus group discussions were conducted to understand employees’ needs and how the organisation can better fulfil their needs. However, traditional surveys can be perceived as uninteresting and organising the sessions can be labour-intensive and time-consuming.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>Pressed for a solution to meet employees’ needs to be heard and doing it using our existing resources, we decided to bravely implement the AI Live Chat for our Forward IRAS session.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class="font-[700]">Q: How did the team strategise the project roll-out?</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>A: We worked with an external consultant to implement the AI Live Chat, including developing the questions and structuring the flow to provide a vibrant and engaging experience for our participants. To ensure the success of the actual session, we conducted a pilot session to gather user feedback. The AI Live Chat was eventually rolled out over two sessions.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class="font-[700]">Q: In three sentences, what sums up the benefits of AI Live Chat.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>A: Maximised outreach and engagement with some 1,000 staff who participated in the AI Live Chat.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>Next-level nuanced insights of employees’ responses which were made possible by on-the-spot analysis of thousands of open-ended, peer-voted responses.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>Targeted follow-up action as the authentic voices of employees’ feedback allowed for sharper identification of their needs.</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class="font-[700]">Q: What was a memorable moment for the team? Any fun moments to share?</span> </p> </div>  <div class="article-main__content" data-test-id="publishing-text-block"> <p> <span class>A: Witnessing the real-time analysis and making sense of the open-ended verbatim of employees’ feedback was an interesting experience. 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lang="hu_HU"> Magyar (Hungarian) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Bahasa Indonesia (Indonesian)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-in_ID" data-locale="in_ID" role="menuitem" lang="in_ID"> Bahasa Indonesia (Indonesian) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Italiano (Italian)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-it_IT" data-locale="it_IT" role="menuitem" lang="it_IT"> Italiano (Italian) </button> </li> <li 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class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-ko_KR" data-locale="ko_KR" role="menuitem" lang="ko_KR"> 한국어 (Korean) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="मराठी (Marathi)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-mr_IN" data-locale="mr_IN" role="menuitem" lang="mr_IN"> मराठी (Marathi) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Bahasa Malaysia (Malay)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-ms_MY" data-locale="ms_MY" role="menuitem" lang="ms_MY"> Bahasa Malaysia (Malay) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Nederlands (Dutch)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-nl_NL" data-locale="nl_NL" role="menuitem" lang="nl_NL"> Nederlands (Dutch) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Norsk (Norwegian)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-no_NO" data-locale="no_NO" role="menuitem" lang="no_NO"> Norsk (Norwegian) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="ਪੰਜਾਬੀ (Punjabi)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-pa_IN" data-locale="pa_IN" role="menuitem" lang="pa_IN"> ਪੰਜਾਬੀ (Punjabi) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Polski (Polish)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" 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role="menuitem" lang="ro_RO"> Română (Romanian) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Русский (Russian)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-ru_RU" data-locale="ru_RU" role="menuitem" lang="ru_RU"> Русский (Russian) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Svenska (Swedish)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-sv_SE" data-locale="sv_SE" role="menuitem" lang="sv_SE"> Svenska (Swedish) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="తెలుగు (Telugu)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-te_IN" data-locale="te_IN" role="menuitem" lang="te_IN"> తెలుగు (Telugu) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="ภาษาไทย (Thai)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-th_TH" data-locale="th_TH" role="menuitem" lang="th_TH"> ภาษาไทย (Thai) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Tagalog (Tagalog)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-tl_PH" data-locale="tl_PH" role="menuitem" lang="tl_PH"> Tagalog (Tagalog) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Türkçe (Turkish)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-tr_TR" data-locale="tr_TR" role="menuitem" lang="tr_TR"> Türkçe (Turkish) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Українська (Ukrainian)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer 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