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Many cantonal authorities and administrations have recognized the benefits of digitization and offer citizens options for digital communication and handling of numerous processes (see «Digital first» - Swiss Authorities continue to make great Progress in digital Communication). Most of them have a chatbot in use on their website, an offer that is being used diligently.
Given the positive pioneering achievements, it is not surprising that more and more cantons and their managers are becoming aware of the industrious digital helpers, which make customer communication much easier, answer questions competently and can handle many standardized processes independently and automatically. Ultimately, the bots bring great added value to both sides, increase efficiency and relieve employees of many standard tasks.Switzerland's regional employment centers (RAV) and their unemployment offices now also want to benefit from these advantages and have elicited possible areas of use for chatbots. We present the top topics and use cases that lend themselves to bot deployment at the RAVs.
Unemployed, what now? The RAV also offers competent support online
It can happen to anyone. The notice of termination flutters into the house, a new job is not yet in sight. Of course, most people have many questions associated with this situation: Which forms do I have to complete? What deadlines do I have to meet? What do I need to pay special attention to in my situation? This is where the RAVs would like to help those affected as quickly and as effectively as possible and provide them with competent advice, especially during the first steps. How can this goal be optimally achieved? Up to now, the first consultation has taken place either on the phone or in person on site. Both are only possible during opening hours and also often involve waiting times, which is why in today's digitalized world most newly unemployed people probably land relatively quickly on the website of the relevant RAV and look for help there. And then?To help searchers find their way around the website and locate the information and forms they need quickly and efficiently, a chatbot can be used. It can greet website visitors directly and guide them effortlessly and stress-free to what they are looking for through clever questions and answers. In this way, the RAV provides the unemployed with an optimal customer experience and delivers all the information they need to completely and correctly fill out the necessary forms for registration. A special plus of the chatbot: its language can be adapted so that it is understandable even for applicants without perfect German skills. Or, the chatbot is even offered in different language variants.
In this way, with the help of the bot, it is possible to process a large proportion of the questions that arise without the involvement of human employees. A digital helper fed with the necessary data is capable of providing the necessary support 24/7, answering open questions and directing to the right form. This makes the entire application process much more efficient and saves a lot of time for both parties - applicants and RAV employees. Applications can be processed faster and employees have more time to deal with the really complex issues.A digital helper fed with the necessary data is capable of providing the necessary support 24/7, answering open questions and directing to the right form.
The same is of course the case when a chatbot is intended to support the target group of employers. Here, the questions simply concern other topics, such as short-time work, registration procedures or payment amounts, etc.
Top use cases for chatbots at RAV
Chatbots should always be set up on the corresponding entry or start pages of the websites, where they can directly greet and intercept the «arriving» searchers. The chatbots can immediately clarify what is being searched for by asking initial questions and advise the website visitors accordingly or link to the information they are looking for, depending on what is desired.The top areas where the chatbot can provide support on its own at the RAV are:
1. Responsibility
- Which RAV is responsible for me? (search via postal code)
- Are there different compensation funds?
- Which compensation fund can/should I choose?
- Do I get a designated counselor at the RAV?
2. Registration procedure
- How and where can I register?
- What is the registration deadline?
- How does the online registration work (help with the process)
3. Individual questions regarding the application
- I expect the termination, what can I do now?
- When is the best time to file for unemployment benefits?
- I am employed on a temporary basis. What do I have to consider?
- I am ill/only able to work to a limited extent. What do I have to consider?
4. Job Search
- Where can I find open positions?
- How do I get access to the offers?
- How can I apply online?
- Which application documents do I need? How should they be designed?
- Where can I find tips on how to write applications?
- How many applications do I need to submit each month?
5. Financial
- Where can I find information on how unemployment funds work?
- What should I know/consider?
- When do I start receiving unemployment benefits?
- How do I find out how much unemployment benefit I am entitled to?
Use case short-time work - support for the unemployment insurance funds
Time and again, companies are forced to order short- or long-term short-time work in order to avoid layoffs. Such a step involves a great deal of calculation and administrative work, both on the part of the employer and on the part of the unemployment insurance funds. In times when a particularly large number of companies have to declare short-time work, as was the case last year, it is quite possible that the unemployment funds are literally overwhelmed by a flood of inquiries. Even in such cases, the use of a chatbot can provide relief. Equipped with the appropriate information and the necessary knowledge, it can independently answer a large part of the questions that may arise from the employer side, or provide the searchers with the necessary links and information. Here, too, the bot massively relieves employees of inquiry peaks and allows them to invest their time in personal support, etc.
Conclusion on the digital assistant at the RAVs
The use of chatbots at RAVs and unemployment offices is a clear win-win situation with many advantages on both sides. The processes become more efficient and the time savings are great for all parties involved. In addition, the digital assistant is available to the unemployed day and night to answer questions, and digitally submitted information and forms are immediately accessible to employees for further processing.
An additional big advantage is that the language used by the chatbot can be adapted to the needs - short simple sentences, so that even requestors who cannot speak perfect German can easily follow the dialog, or alternatively even multilingual.
Should the RAV of your canton and the affiliated disbursement funds also benefit from these advantages? We will be happy to help you with the implementation!
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