Chat interfaces and bots:Leveraging value in digital learning
The balance is shifting towards chat tools in the workplace:
YES 60% NO 40%
Brightwave assembled a team of learning and development experts in London to discuss how to
fold emerging chatbot technologies into tomorrow’s learning blend.
This is what they had to say...
1 • Bot topics• What topics are bots a natural fit for?
Drawing on bots to enhance
human capabilities
Augmenting human capital andcreating blended environments
Outsourcing human work
streamswith bots �
� � �
Connecting learners to new people, new skills, new behaviours Learner
Skills Communities SMEs
Realtime
Knowledge surfacing
Personalised
Onboarding, embedding, assessment and skills practice
Bite-size
Bots will play a useful rolein systems or compliance
based tasks
Screening personalised pathways
Process mapping
Health and safety
SIMS and software simulation
Conversational interfaces
Immediate application of bot tech to FAQs and referencing: shifting information stores out of static pages into conversational interfaces.
Staticstores
Learning bots are already working in the areas of skills gap analysis and agile learning.
They are disrupting established modes of working and shifting learners to a self-service / pull model.
2 • Benefits of bots?• Where bots are adding value
Advantages• Consistent performance• Speed• 24-7-365• Multiple timezones• Multiple languages
Effects• Time saving• Efficiency & productivity• Customer self-service• Pull content model• Real time response
Advantages arising from the robotic redesign of learner expectation
• Accessibility• More natural interactions• Positive inputs to business info• Increased functionality• Supporting analytics.
“We always overestimate the change that will occur in the next two years andunderestimate the change that will occur in the next ten.” - Bill Gates
Bots are adaptable and can slot into existing channels for rapid implementation:
3 • Bots in the Blend• Where do bots fit in today’s learning blend?
FacilitatorsMentorsCoachesGuidesAssistants
Teachers
Bots and chat interfaces are complementary to current learning and development practices:
Layered throughout the learning blend
Probing knowledge
gaps
Personalisingtraining
Instant flex between generic and highly
complex subject matter
Complementary workingand augmentation in action Bots have a place creating nuancing for learner needs, based on questions and answers, as well as probing knowledge gaps and diving deeper when something is wrong
In service interactions, bots are already the preferred option: “Whichever is likely to be most
effective: Ill prepared helpline Vs. Well designed chatbot?
Or which is immediately available if the situation is
urgent or non-urgent.”
Chatbot 45%
Help line 22%
Email 0%
Other 33%
Practical-logical process streamlining:
• Gathering feedback• Refreshing knowledge• Solving problems on-the-spot
Supporting F2F
Skills practice
Assessment
4 • Bot boot up•
Practical ChallengesSecurity restrictions:
• IT security, cloud based services, GDPR
Data:• Establishing sufficient data mass• Maintaining clean data• Fragmented data environments • Development time and technical integration
Infrastructural:
• Technical integration• Development time lagging behind learning needs
...will be L&D Bots worst enemies!‘A new thing to go wrong’?
Developing bots to meet genuine learning needs is essential to minimise
cultural, union and managerial resistance.
Are chatbots staking out their place in the L&D blend?
Yes Notyet No
What are the production and implementation issues?
Booting up your own bot or
wondering how to put bots in the blend?
...and preparefor liftoff!
Contact us to chat bot...
brightwavegroup.com/contact-us
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