The March of Chatbots into Recruitment: Recruiters’ Experiences, Expectations, and Design Opportunities

Research output: Contribution to journalArticleScientificpeer-review

16 Citations (Scopus)
34 Downloads (Pure)

Abstract

Organizations’ hiring processes are increasingly shaped by various digital tools and e-recruitment systems. However, there is little understanding of the recruiters’ needs for and expectations towards new systems. This paper investigates recruitment chatbots as an emergent form of e-recruitment, offering a low-threshold channel for recruiter-applicant interaction. The rapid spread of chatbots and the casual nature of their user interfaces raise questions about the perceived benefits, risks, and suitable roles in this sensitive application area. To this end, we conducted 13 semi-structured interviews, including 11 interviews with people who are utilizing recruitment chatbots and two people from companies that are developing recruitment chatbots. The findings provide a qualitative account of their expectations and motivations, early experiences, and perceived opportunities regarding the current and future use of chatbots in recruitment. While chatbots answer the need for attracting new candidates, they have also introduced new challenges and work tasks for the recruiters. The paper offers considerations that can help to redesign recruitment bots from the recruiter’s viewpoint.

Original languageEnglish
Pages (from-to)487-516
Number of pages30
JournalComputer Supported Cooperative Work: CSCW: An International Journal
Volume31
Issue number3
DOIs
Publication statusPublished - Sept 2022
Publication typeA1 Journal article-refereed

Keywords

  • Chatbot
  • E-recruitment
  • Expert interviews
  • Human resource management
  • Recruitment
  • Recruitment bot
  • Talent acquisition
  • User experience

Publication forum classification

  • Publication forum level 2

ASJC Scopus subject areas

  • General Computer Science

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