An HR FAQ chatbot launched without a source-of-truth owner or escalation path and gave employees wrong leave answers. What should the CHRO lead?
Select an answer to reveal the explanation.
Short Explanation
A chatbot with no owner is like a suggestion box that writes policy. Wrong leave answers are not a cute glitch—they send people home on the wrong day. Someone has to own the content, and there has to be a human off-ramp.
Full Explanation
Conversational HR technology still requires content governance and escalation. Without a designated source of truth and an owner who maintains city leave rules, a bot will invent or stale answers that employees reasonably rely on. Disclaimers, forced-bot channels, and vendor default content do not fix that control gap. The CHRO should redesign the service so knowledge is owned, current, and handed to a qualified human when the bot is unsure.