Modern HR technologies at Biedronka

As the largest private employer in Poland, we face the challenge of internal communication with our employees. The department responsible for this area has its hands full, including answering questions from people employed at Biedronka. That is why we have implemented a new tool - a chatbot - that efficiently deals with the doubts of our employees. Our tool, which has already held over 120 thousand conversations this year, has just received the main prize in the Siła Przyciągania competition, organized by Business Pulse.

We launched the system in February this year on the employee portal, available to everyone on their private device. Instead of waiting in line at the hotline or describing the query in an email, employees can now use a solution available 24/7.

Already in March, it turned out that the main advantages of the new tool could be used by the HR department in a crisis situation. Data from a mass number of calls allowed for the current detection of trends in inquiries and immediate response. At the same time, it was possible to redirect employees to continuously updated information related to COVID-19, and especially the constantly changing restrictions in the trade industry. Effective internal communication at that time would not have been possible without automatic and mass communication in this channel.

Since the implementation, we have been continuously expanding our system. It not only answers questions about social programs, but also about HR and payroll. Through it, the employee can also implement individual HR processes. The chatbot also allows for a number of internal initiatives that build employee engagement.

From the beginning of 2021 to mid-November, 111,000 conversations were held, during which 1.42 million messages were sent. Over 4.2 thousand applications for certificates were submitted and over 20 thousand data from company systems were checked. This scale shows that the introduction of this innovative tool was an effective solution. We are all the more pleased that it was appreciated by external experts in the category Modern technologies in HR.