Perce p

Iinat

IaBs

Apatcinttpb

AcRccafe

Awoa fas Av(H

tGen ??

ncreasingly there is a pressure being placed on Human Resources (HR) to find smart, novative ways to deliver cost effective services to their organisation. Very often it is the daily nd routine nature of advising and answering questions and queries that stifles HR’s capability o add value.

n essence too much time is spent on the non-strategic elements of HR, and very often costs ssociated in supporting this service far out way the value delivered. In response to this need, rite Human Resources have introduced a new module called AskGuru to their overall e-HR olution PerceptGen.

skGuru is a unique question responder, which provides ersonalised, personally and permanently relevant information and nswers to employee queries, relevant in the context of a given opic or subject matter (see page 4 for a list of question ategories). As a result, AskGuru is a unique automated, teractive HR question response system that deals with contacts to

he HR department via; Email and the Web (intranet & internet) hus providing when and where it is required. In doing so, the tool rovides answers to ensure HR are free of any information ottlenecks, so that they become released of routine tasks.

skGuru will escalate to an appropriate human operator if it annot answer a question or if it encounters emotive language. equiring no technical ability to use or administer, by uploading a ompany’s specific HR policies, procedures and cultural information, AskGuru can be onfigured over a 7-10 day period. AskGuru can be taught new answers and questions by ny authorised team member. With reasoning and learning capability, AskGuru is highly lexible, either as an add on to an existing HR intranet site or main company website or as an mbedded feature in a E-HR platform.

HR can answer questions about HR

practices/policies etcin a personalised

response to employees day or

night in 33 languages, 98%*

questions and queries

which can be answered without the

need of a live HR officer/manager.

sk Guru™ is an automated self learning and optimisation tool using natural language (i.e. using ords that people typically use in a conversation with a live person over the phone via a service r call centre). Its capability creates, builds and manages your FAQ (frequently asked questions) nd general knowledge base. It enables you to seamlessly and creatively bring knowledge expertsrom across your business together 24x7 365 days a year. Ask Guru™ records all the questions sked, monitors and rates the accuracy of the answers continuously to ensure efficiency and user atisfaction. It will even update any expired answers with updated ones. The administration part ofsk Guru™ will enable you to fully manage all the editable sections and as a result generate

aluable strategic reports with analytical data that can be used in conjunction with your HCM uman Capital Management) system or other business related system processes.

Ask Guru™ enables companies to enhance the positive and personal experience offered to their users seeking support by using any of the Integrated Business, Customer or Employee support services and covering every point in the support process lifecycle - starting with Personalised Interaction Services provided across various media - voice, email, chat etc., supported by our Intelligent Natural Language Process Engine and the robust back office.

application, this offers your organisation added value by capturing and generating powerful customer analytical reports.

Ask Guru™ combines two elements of the latest technology (1. Natural Language Processing and 2. Natural Learning Processing). In essence, the tool works on ‘fuzzy logic' and ‘AI' (Artificial Intelligence) principles. This enables users to simply and efficiently communicate through natural language. The application is web browser and email based and can be fully bespoke to your requirements and implemented within your Intranets, Extranets and Websites within a few hours.

AskGuru can be taught new answers and questions by any authorised team member. With reasoning and learning capability, AskGuru is highly flexible, either as an add on to an existing HR intranet site or main company website or as an embedded feature in a E-HR platform. The solution can handle queries and questions in a number of innovative ways. The tool mimics a human operator and is multi-lingual (33 languages). An example of questions AskGuru is able to answer smartly would be:

1. Who qualifies for eyesight tests? 2. Does business mileage still need to be sent to payroll now that cars are taxed on emissions? 3. Where can I find out about a career break? 4. Can I carry over holiday entitlement into the next holiday year? 5. Can a tape recorder be used during a disciplinary hearing?

If a true measure of HR’s effectiveness is its ability to respond to organisation needs, then AskGuru provides unsurpassed levels of responsiveness.

Q. Who needs the tool? A. HR departments that; • Need to ensure their partners and employees (+ customers) who are not sympathetic to

delay, want relevant, personalised information faster and faster. • Find that their Intranet, Extranet, Website is overwhelmed by common ‘electronic’ queries,

many of which tie up HR team members, or a service centre function unnecessarily.

• Find their ‘electronic enquiry’ level is exceeding their manpower to deal with it.

• Want to respond to increasing email, web based, voice or wireless mobile queries without increasing headcount and whilst retaining a personal touch.

• Need to integrate their existing voice (telephone) based Customer Relationship Management System (CRM) with web, wireless, email or automated interactive voice enquiries

• Want to take notice of the customer when they are demonstrating interest and in real time

• Want to attract a user base back to a best of breed information source repeatedly

Brite Human Resources Ltd, Helios, Gillsmans hill, St Leonards On Sea, East Sussex T +44 (0) 1424 444444

E info@britehr.com W www.brite-hr.com

• Access and promote information/knowledge via almost any media, including wireless PDA

• Keep a personal touch through an automated system

• Make an automated system work for their customersand with their staff

• Automatically recognise emotive language and escalate to a human operator immediately

• Automatic and manual live updating of the knowledge database

• Record who asked a question if required

• Achieve an accuracy rate of up to 96%* on first enquiry after system learning period of 3 months

• Integrate with most databases and Customer Relationship Management (CRM) systems containing existing FAQ’s (Frequently Asked Questions)

• Create and continually amend a comprehensive FAQ database For more information or a demonstration of AskGuru, please call Head Office on 01424 444444 or Email info@britehr.com

Brite Human Resources Ltd, Helios, Gillsmans hill. St Leonards On Sea, East Sussex T +44 (0) 1424 444444

E info@britehr.com W www.brite-hr.com

AskGuru enables non-technical users to address all these objectives and more; • Immediately and automatically receive and answer questions in a personable, relevant

manner via email, voice, wireless mediums or the web

Benefits to HR:

1. HR can ensure compliance. e.g., HR can be sure that specific employees read vital information like Health & Safety and all round compliance issues.

2. HR can target work and personal content and likeminded individuals at each other.

3. Key relevant management information around the type and purpose of questions can be ascertained, analysed and understood.

4. HR can ensure best practice is propagated. e.g., HR can ensure that key information is automatically pushed and pulled to the right individuals and they can confirm it.

5. HR does not need to involve their IT or IS departments in administration. And no-one technical is needed to manage an administer content.

6. The software can be installed and operational within 4 weeks.

7. HR can demonstrate rapid ROI to their boards.

AskGuru is the only fully functional HR self-service automated contact centre on the market. If a true measure of HR’s effectiveness is its ability to respond to organisation needs, then AskGuru provides unsurpassed levels of responsiveness.

EE xxaammppllee HHRR QQuueessttiioonn CCaatteeggoorriieess For AskGuru

a. Organisation Strategy b. Human Resource Strategy c. Alignment of HR and Business Strategy

1. Organisation

a. People Forecasting and Planning b. Structures and Hierarchies c. Culture d. Communication e. Information systems

2. Resourcing a. Resourcing Strategy b. Working Patterns c. Job Design d. Recruitment choices e. Methods of Recruitment f. Selection Processes g. Resourcing administration h. Induction

3. Learning & Development a. Development Strategy b. Adding value, achieving impact and business partnership c. Establishing and organising the function d. Investors in People e. Identifying organisational needs f. Competence and Competencies g. Assessing team and individual needs h. Training Interventions i. The Learning Process j. E-learning k. Evaluating Interventions l. Career Development m. Management Development

4. Performance Management a. Organisational Performance b. Team Performance c. Individual Performance d. Competencies e. Managing Diversity f. Performance Management Systems g. Appraisal Process

5. Reward a. Reward processes b. Evaluating, analysing and pricing jobs c. Pay Structures d. Pay systems e. Pay Bargaining

Brite Human Resources Ltd, Helios, Gillsmans hill, St Leonards On Sea, East Sussex T +44 (0) 1424 444444

E info@britehr.com W www.brite-hr.com

For AskGuruEE

f. Employee benefits and allowances g. Sick Pay h. Holidays i. Pensions j. Incentives k. Special Groups – International, Directors, Sales Staff l. Share ownership m. Pay Reviews

6. Involvement and Engagement a. Trade Unions b. Works Councils c. Consultation d. Participation Deals e. Staff Representatives f. Flexible working g. Absence Management h. Communication i. Opinion Surveys j. Recognition k. Coaching

7. Employee Relations a. The Contract of Employment b. Recruitment and Selection c. Status of Workers d. Pay e. Equal Opportunities, Discrimination, Bullying and Harassment f. Parental Rights g. Drugs and alcohol h. Smoking i. Internet and email use j. Working Time k. Disciplinary issues l. Rules and Standards of Conduct and Performance m. Grievances n. Variation of Contracts o. Unfair dismissal p. Redundancy q. TUPE r. Data Protection s. Works councils t. Industrial Action

8. Health and Safety a. OH & S Policy – organisation and arrangements b. Risk assessments c. First aid d. Accidents e. Safety Reps f. Workplace Environmental Regulations g. Safety inspections h. COSHH i. Dust

Brite Human Resources Ltd, Helios, Gillsmans hill, St Leonards On Sea, East Sussex T +44 (0) 1424 444444

E info@britehr.com W www.brite-hr.com

j. Asbestos k. Skin and eye damage l. Ionising radiation m. Biological risks n. Legionnaires o. Noise p. Physical hazards q. Workplace design re ergonomics, posture r. Manual Handling s. Repetitive work – RSI, WRULD t. Whole body vibration u. Hand-Arm vibration v. Welding w. Fire x. PUWER / LOLER y. FLT drivers z. Construction work - CDM aa. PTW system bb. Electricity cc. DSE dd. Psychosocial hazards ee. Stress ff. Violence in the workplace gg. Young workers hh. Contractors ii. Lone working jj. Occupational Health

Brite Human Resources Ltd, Helios, Gillsmans hill, St Leonards On Sea, East Sussex T +44 (0) 1424 444444

E info@britehr.com W www.brite-hr.com

SSaammppllee HHRR QQuueessttiioonnss ffoorr

8.6.1 Parental Leave 8.6.1.1 Can foster parents claim parental leave? 8.6.1.2 Can guardians claim parental leave? 8.6.1.3 Can I take parental leave in odd days? 8.6.1.4 Can I add parental leave on to my maternity leave period? 8.6.1.5 Can I ask an employee who is taking parental leave for a start and leave end date? 8.6.1.6 Can I ask someone why he or she wants to take parental leave? 8.6.1.7 Can I take /am I entitled to /do I qualify for paternity leave? 8.6.1.8 Can I take /am I entitled to/qualified for/allowed to take Paternity Pay? 8.6.1.9 Can we refuse a father parental leave to attend the birth of a child? 8.6.1.10 Do I have to have a certain amount of service before I can take time off for a dependant? 8.6.1.11 Do I need to give notice of my intention to take parental leave? 8.6.1.12 Do I qualify for parental leave? 8.6.1.13 Does the minimum entitlement of one-week block apply to a disabled child? 8.6.1.14 Does the right to parental leave only apply to mothers? 8.6.1.15 Following parental leave will I be guaranteed to return to the same job? 8.6.1.16 How do I apply for parental leave? 8.6.1.17 How long/much time do you get off for paternity leave? 8.6.1.18 How much time can I have off when my wife/partner has our baby? 8.6.1.19 How much time off can I take to look after a dependant? 8.6.1.20 I have a child who is three years old can I have parental leave? 8.6.1.21 I want to postpone an application for parental leave, how long can I post postpone it for? 8.6.1.22 I want to postpone parental leave because of business pressure, can I do so? 8.6.1.23 If an employee is unhappy about a decision to refuse parental leave what should they do? 8.6.1.24 Is paternity leave the same as parental leave? 8.6.1.25 My child is sick and I need time off is this allowed? 8.6.1.26 Up to what age can a parent claim parental leave for my child? 8.6.1.27 We are adopting a child; can I take parental leave/time off as the adoptive parents? 8.6.1.28 We have had twins does that mean I will be entitled to two weeks paternity/new arrivals leave? 8.6.1.29 We have had twins/triplets does this increase my parental leave entitlements? 8.6.1.30 What is parental leave? 8.6.1.31 What evidence will I be asked to supply before parental leave is granted? 8.6.1.32 What is the definition of a disabled child for parental leave purposes?

Brite Human Resources Ltd, Helios, Gillsmans hill. St Leonards On Sea, East Sussex T +44 (0) 1424 444444

E info@britehr.com W www.brite-hr.com

AskGuruAskGuru