When new employee onboarding evolves into a comprehensive onboarding management process, technology becomes a core element. For many HR professionals, the question is no longer "should we automate" but "which parts should we automate."

This question becomes increasingly important as HR practitioners realize that personalization is key to the success of the onboarding process. Beth Theodore, Managing Director of ManpowerGroup's Recruitment Process Outsourcing Shared Services Solutions, says onboarding management is rapidly evolving, and personalization is certainly the current trend—she hopes to see more of this in practice.

"We all know that the onboarding process can be overwhelming for new employees," she said. "To make the shift from an excellent candidate experience to an excellent employee experience, your onboarding program must have the right level of personalization to make new employees feel welcomed and confident that choosing your organization was the right decision."

However, if personalization is at the core of the onboarding process, what role should technology play? Danny Nelms, President of Work Institute, told HR Dive: "Employers must be wary of over-automating processes." He cited predictive analytics as an example, noting that AI is effective at predicting outcomes but falls short when it comes to changing them. In this context, employers should ask themselves: "How effectively are we using AI to integrate new employees into the company?"

Why onboarding needs technology

But that doesn't mean such tools are useless. Based on more than 35,000 interviews, Work Institute found that 50% of new employees leave within 90 days of onboarding. In 2017, 1 in 4 new employees voluntarily left; by 2020, that ratio is expected to rise to 1 in 3. Nelms says they don't yet know how many new employee departures are caused by onboarding failures, but technology can be used to collect relevant feedback, for example through survey tools.

Recent technological advances have also given rise to collaboration tools that can improve the onboarding process. These tools provide storage for new employee documents and give them round-the-clock access to the information they need. Their advantage lies in being intuitive and easy to use—easy to search and share.

When technology is used appropriately, it can provide most of the support new employees need in real time during their first year and beyond. Theodore says: "However, we also need to be careful not to let technology do all the heavy lifting; it cannot replacehuman interaction, which will remain a critical component of the onboarding process."

Current trends

For employers looking to integrate technology into the onboarding process, options are not in short supply.

Chatbots—as a form of AI—allow employees to ask questions, retrieve files, and more, without having to contact HR every time. They are programmed to provide new employees with everything from basic facts to answers to complex questions. Nelms says chatbots are a good example of how automation tools can improve employer efficiency.

According to Theodore, virtual reality and augmented reality are also being applied to the onboarding process and are expected to have a significant impact. Employees can immerse themselves in a new role or company culture in an interactive way.

Gamification has also entered this spaceand is expected to boost engagement. Especially when it comes to training, technology adopting this concept can help new employees learn various content in a goal-oriented manner.

Choosing the right software

So, how do you choose? Experts suggest first clarifying the problem you want to solve: Are you trying to make the process more accessible, or are you aiming to improve retention rates?

Second, develop a strategy: Which parts will you automate? How will automation ensure new employees get the information they need?

At the same time, it's important to clarify who is responsible for and manages each part. Do hiring managers need training before rolling out these tools to new employees?

Finally, develop a plan to measure effectiveness: What metrics need to be tracked? Will new employee feedback be collected? What tools will be used to achieve this?

HR departments have numerous options for leveraging technology to improve onboarding efficiency and satisfaction. But again, personalization cannot be missing. Onboarding is just one part of the employee lifecycle, and it goes far beyond the first day. Theodore reminds employers: Onboarding is a journey, not a destination.