How? By building a Conversational AI assistant to help potential recruits find out more about roles and careers.
A career in the UK Royal Navy can be life changing. Friendships, skills, adventure, and experiences that last a lifetime. Sounds great, but what tools should the Royal Navy use to attract the right talent given their unique challenges? For example, it’s important the Royal Navy’s personnel mirror the diverse nature of modern British society, but the very people it most wants to recruit more of – women, people from ethnic minorities – are the most likely to be hesitant about joining up, and need more encouragement and nurturing to do so.
Against this backdrop, the UK Royal Navy launched a Conversational AI Assistant: the Royal Navy Virtual Recruiter. We built this service in partnership with WaveMaker UK and Great State, and brought it to market in March of 2023.
The Need for Innovation
The Royal Navy's recruitment process faced significant challenges: high recruitment targets, the necessity for reduced face-to-face interactions, and an increasingly competitive landscape for attracting diverse talent. The prolonged recruitment journey, spanning six to twelve months, highlighted the need for a solution that both streamlined recruit interactions without sacrificing personalization, while simultaneously aligning with the digital literacy of the current generation.
Introducing the Royal Navy Virtual Recruiter
We developed the Conversational AI Assistant to integrate directly with the Royal Navy's website, providing a seamless interface for candidates to explore career options within the Navy. It assists candidates in exploring over 100 career paths, answering questions, and helping with application forms. The tool leverages Natural Language Processing (NLP) technologies to adapt its interactions to be based on user-specific data such as age, gender, and expressed interests, ensuring that each candidate receives relevant and personalized guidance.
Benefits to Recruits
The Conversational AI Assistant enhances the recruitment experience by:
Enhanced Personalization: By analyzing user input and behavior, the AI provides tailored advice and dynamically adjusts the content, making the recruitment process more engaging and relevant to individual candidates.
Scalability and Efficiency: The AI system handles a high volume of inquiries simultaneously, reducing wait times and freeing up human recruiters to focus on complex or sensitive issues. This scalability is crucial during peak recruitment periods.
24/7 Support: The Conversational AI Assistant offers round-the-clock assistance, ensuring that candidates can explore careers and get support whenever they need it. Being able to operate round-the-clock gives the Royal Navy the unique advantage of being able to accommodate the different time zones and schedules of candidates.
Inclusive Recruitment Practices: The AI is programmed to address a wide range of concerns, including those specific to underrepresented groups. This inclusivity fosters a broader appeal and supports the Navy's DE&I goals to improve diversity within its ranks. For instance, the tool can answer sensitive questions about gender-specific issues or cultural considerations that would otherwise be uncomfortable for candidates to ask to a live recruiter.
Data-Driven Insights: Continuous interaction with candidates generates valuable data, offering real-time insights into candidate preferences and concerns, which can be used to further refine recruitment strategies.
Cost-Effectiveness: Automating initial interactions reduces operational costs and optimizes resource allocation across the recruitment funnel.
Impact and Future Prospects
Since its launch, the Royal Navy Conversational AI Assistant has significantly improved the candidate experience, as evidenced by increased engagement rates and positive feedback on the ease of use and helpfulness of the platform.
Furthermore, since the implementation of the tool, we have seen a reduction of 70% in live support chat – highlighting the tool's effectiveness in automating the recruiting process. We plan to continue to enhance the Royal Navy Conversational AI Assistant capabilities, with a focus on deeper personalization and integration with other digital recruitment tools.
The Royal Navy Conversational AI Assistant sets a new standard in military recruitment, aligning with modern technological expectations and enhancing the efficiency and effectiveness of the recruitment process. As the project evolves, it will continue to shape the future of how the Royal Navy engages with potential candidates.