Exploring the Role of Chatbots in the Recruitment Process in Latin America

Abstract

Objective: This study aims to explore the implementation and expectations of using chatbots in the personnel recruitment process in Latin American companies, focusing on their application, challenges, and perceived benefits. Theoretical Framework: Personnel recruitment and selection have evolved with the incorporation of Artificial Intelligence (AI), specifically through the use of chatbots. The literature highlights AI's ability to automate repetitive tasks, improve the efficiency of the recruitment process, and reduce human biases. However, there is a lack of research in the Latin American context regarding the experience and skills necessary to successfully implement chatbots in recruitment. Method: A multiple case study was conducted in seven Latin American companies from various sectors, using qualitative interviews with human resources professionals and managers. The case study methodology was applied to understand the implementation and expectations of using chatbots in the recruitment process. Transcriptions of the interviews were analyzed using a constructivist approach oriented towards grounded theory. Results and Discussion: The research presents two relevant aspects, previous experience with chatbots and expectations for their use in the recruitment process. Chatbots are primarily used for customer service, replacing traditional methods such as email and phone calls. Best practices include programming aspects, information quality, feedback, and change management. Benefits include the automation of repetitive tasks, improvement in efficiency, and cost reduction, while challenges include proper programming, bias management, and cultural adaptation. Regarding the use of chatbots and the Recruitment Process, their potential benefit in shortening process times was perceived. Various activities were identified where they could be useful, especially in the initial stages of recruitment, although the need for a human component in the final stages to evaluate emotional and aptitude aspects was recognized. Chatbots are considered reliable as a complement in the early stages of the process, but challenges are posed in programming, bias management, and adaptation to recruitment needs. Research Implications: The successful implementation of chatbots in the recruitment process could improve efficiency, reduce costs, and enhance the company's image. However, careful consideration of identified challenges such as proper programming, bias management, and integration with the human component of recruitment is required.