Conversational AI’s Emerging Role in Training and Development

By Shekhar Simha, Senior Manager, Global Training and Development
December 2, 2020 • 2 minute read

In this post, we list some of the areas where Conversational AI agents with hyperautomation can be implemented to bring digital transformation into learning services, empowering learners like never before.

Artificial Intelligence (AI) and Data Science technologies (Analytics, Natural Language Processing, Machine Learning, Deep Learning, etc.) are driving new capabilities in building IT systems. As per the recent Gartner Top Strategic Technology Trends report, Hyperautomation, AI Engineering and more personalized services via AI will dominate business technology. These trends also are creating new opportunities in AI Training and Development, as we first highlighted in this article from two years ago.

One of the emerging training opportunities is to make learning services offerings efficient by integrating Conversational AI agents as part of Learning Management Systems (LMS) or similar enterprise learning, university, and education portals. Today, some LMS software has data analytics or conventional chatbots in place, with features like course recommendations for users based on their usage history and prior coursework.

However, in order to elevate training via AI, actual human-like interaction (through self-learning and autonomics) that can understand a learner’s interests, provide answers to learner’s queries, and deliver personalized recommendations, is absolutely required for more engaging learning experiences. In addition, backend automations are needed for LMS administrative activities such as course assignments, reviews and the like.

In this post, we list some of the areas where Conversational AI agents with hyperautomation can be implemented to bring digital transformation into learning services, empowering learners like never before.

In LMS, Conversational AI agents overall can take two broad roles: Learner Interaction and LMS Admin.

Learner Interaction role is where Conversational AI agents can be accessible to support learners 24/7/365 days for a variety of learning services. The learner interaction tasks can relate to:

  • Responding to learners’ queries about available learning opportunities and any other information about an organization’s learning curriculum.
  • Recommending curricula and learning paths per roles and courses/micro-learnings for upskilling/re-skilling with learners’ departments.
  • Connecting learners in forums and groups for discussions, networking and other activities.
  • Provide more personal experiences (congratulating on completion of specific courses/certifications, badge assignments, anniversary wishes, so on.)

The LMS Admin role involves tasks related to:

  • User account management (creation, deletion, editing, deactivating, archiving, etc.)
  • Course management (Web-Based Training or WBT/Instructor-Led Training or ILTLT/Virtual ILT course creation, course deactivation and archiving)
  • Class scheduling with trainer assignments and notifications to enrolled learners
  • Collecting class feedback and class closure information
  • Generation of different reports (class completion report, department learning report, manager’s report, etc.)

Beyond these two roles, on a Learning Program level, Conversational AI agents can assist in Employee onboarding and orientation activities, such as assigning orientation curriculum, tracking course status, course reminders and reporting.  Conversational AI agents also can recommend and schedule ILT and WBT courses as part of a Continuous Education program.

Whether on a role or a program level, conversational AI agents, with their ability to personalize learning services and provide human-like interactions, can facilitate and streamline the learning lifecycle for users, and make the administration of Training and Development programs more effective and real-time, which also enhances user experiences. As the Conversational AI trend continues to accelerate, enterprise learning programs should not lose sight of the potential benefits that this technology can bring to their internal and external learning programs.

Previous Next

A Beginner’s Guide to Conversational AI

Crossing the bridge between digital assistants/chatbots and real Conversational AI requires a fuller understanding of how the technology works and its potential business value.

In our latest white paper, A Beginner's Guide to Conversational AI, we explore these subjects for companies pursuing a near- or long-term technology strategy that includes Conversational AI solutions and Digital Employees.

Download our white paper to learn how to generate business value with Conversational AI.