In 2019, BOK Financial started the process of searching for a solution that integrated with SAP SuccessFactors to streamline and simplify the organisation’s recruiting process and improve candidate experience. Through the SAP App Center—SAP’s global e-commerce marketplace for enterprise solutions—the Oklahoma-based financial institution found Olivia by Paradox, a conversational AI platform that reimagines talent acquisition by creating intuitive candidate experiences.
In a webinar hosted by SAP, BOK Financial’s SVP of Talent Acquisition, Roxanna Maciel, discussed how the innovative conversational AI platform from SAP partner Paradox helped automate the company’s administrative recruitment process. Maciel also shared how it enabled their talent acquisition team to create personalised experiences for job candidates with simple, mobile conversations.
Discovering Olivia by Paradox in the SAP App Center
In a bid to modernise their recruiting process, BOK Financial needed to find a solution that could easily integrate with its existing SAP SuccessFactors tech stack. According to Maciel, the company needed an intelligent solution that could automate administrative work so that its recruiters—what BOK Financial refers to as talent advisors—can focus their time and efforts on more strategic, value-adding work.
The financial institution was experiencing several challenges within its recruitment process, namely:
- manual administrative tasks were weighing recruiters down
- candidate expectations were growing—the company needed to match these expectations to keep up with demands
- candidate foot traffic was increasing and the company felt that its talent advisory team’s ability to keep up was lacking
More importantly, BOK Financial needed a flexible solution. Maciel said it was important for them that the solution can be customised to the way they do business and the way they acquire talent. The company wanted a solution that aligned with its relationship-based business model. Maciel explained,
“We were focused on shifting our time from transactional recruiting to what we call talent advisory. So with the increased traffic on our career site, as well as in our recruiter inboxes, we needed a seamless candidate experience that really aligned with the rest of our business model. The focus for us was engagement through real-time communications.”
Through the SAP App Center, the company found the solution they required. With Olivia by Paradox, Maciel said that BOK Financial was able to transform candidate experience and engagement. She said that the SAP-validated solution enabled them to mirror the positive experience BOK Financial’s customers had with the experiences of its candidates:
“Olivia really helped us transform the way talent explored our jobs, the way they engage with us—providing the same experience that our consumers have come to expect.”
Another positive outcome the company was able to achieve was the increase in the completion rates of candidates who come into BOK Financial’s career site and converse with Olivia—up to 10{8bf2b29f36318f0ac46ab1cc03d7035abce669a1cea16c9ed62389a818fa22fd} according to Maciel.
Olivia by Paradox reduced the hours BOK Financial’s talent advisors spent on manual administrative work such as getting candidates to apply, scheduling interviews, and answering candidate inquiries. This, in turn, enabled them to increase the amount of time spent building positive relationships with candidates.
Implementing the conversational AI solution was done in phases. According to Maciel, Paradox assigned a client success consultant to work with her team and help them understand how to successfully implement Olivia. This, together with the solution’s prebuilt configurations, eased the deployment and integration with BOK Financial’s existing SAP SuccessFactors tech stack.
