How to Use Chatbots in Corporate Learning?
In today’s efficiency-driven business environment, organisations are looking to automate whatever functions they can. Consequently, corporate learning and development teams also face similar pressure to do more with less. Hence, we’ve seen a surge in both AI technologies and robotic process automation (RPA). One particular technology that has become highly popular is the chatbot. While chatbots don’t have to be artificially intelligent, most of them are. Powered by machine learning functions, these bots have the capability to learn from all interactions and refine their output accordingly.
But what are chatbots in corporate learning good for? Here are 3 ideas for delivering better learning experiences with the help of our virtual friends.
Using chatbots to reduce administrative workload
To enable effective learning, it’s important that an organization has a good learning support infrastructure in place. From answering learners’ queries about topics to technical assistance with digital learning platforms, there’s a lot to take care of. Often, these functions are neglected or are not capable of handling queries rapidly enough.
Bring in the bots. A corporate learning chatbot is a great way to handle most of this workload. A trained chatbot can easily answer most of the queries your learners come up with. Furthermore, it can also help on things like finding and locating learning content from within company systems and learning portals. It can also help to learners to enrol in relevant activities to them by presenting data-driven recommendations.
Using chatbots for onboarding and HR-related queries
Similar to the previously mentioned functions, organisations can also use corporate learning chatbots for onboarding and HR related purposes. Traditionally, onboarding is a process where organisations dump all the information they can assemble on their new employees. A lot of it might be totally irrelevant, and most of it will definitely be forgotten by the time the onboarding is over. So, how about delivering slightly smarter onboarding with a bot?
Instead of the usual information dumping, which results in a cognitive overload, a chatbot could deliver this information much more seamlessly – and at the point of need. Whenever a new employee encounters a problem, they could simply consult the chatbot. Whether it’s HR policies, compensation and benefits or even simpler questions like where the office water cooler is located, the bot can answer it all. Quite frankly, this type of virtual personal assistant could be of use to everyone, not just the new joiners!
Using chatbots in workflow learning
While the other two use cases concern primarily administrative functions, bots do have applications in the actual learning as well. Currently, a lot of the traditional type of corporate learning is becoming obsolete. Without the capability to demonstrate performance improvements, employers are less and less willing to lend their employees to sit through hours or even days of learning activities. Thus, learning is increasingly going into the workflow and that’s where chatbots are at their natural habitat.
Generally speaking, the most effective learning experiences are those where you can apply the newly learnt immediately. With just-in-time learning happening in the flow of work, that’s a natural occurrence. We query information rapidly, get information and execute. Hence, the memory effect generated is a much more significant one. Furthermore, this is a naturally occurring behaviour already. Without dedicated learning chatbots, we would do the same with our mobile phones on platforms like Google, Youtube or Quora.
However, the competitive advantage of the learning chatbot in workflow learning is the ability to deliver curated and highly contextual answers. When you do a google search, you’ll get millions of hits. But a company chatbot is able to tell you a specific way that the particular task should be executed. The answers may of course be included in your formal learning materials, but the problem is that employees can’t generally access them seamlessly enough. This type of chatbot-powered performance support resource is unmatched in accuracy, speed, scalability and user experience.
Overall, chatbots are a great tool to support many different functions in corporate learning. Firstly, the performance improvement possibilities and improved efficiency alone are compelling, but the bots are also a powerful source of data. For instance, analysing the interactions between your bot and employees could provide valuable input for a truly data-driven training needs analysis.
However, the best thing about chatbots is that they are flexible. Generally, chatbots can be implemented on any platform, as you’ll just need to feed them data. This makes them a low-entry-barrier addition even if you’re running expensive legacy learning systems. If you’d like to explore the possibilities chatbots or other digital learning solutions offer, we are happy to arrange a discussion. Just contact us here.