AI’s Role in Learning and Development 

According to the U.S. Patent And Trademark Office If you haven’t adopted AI, you’re falling behind.  In 2023 alone, the size of the worldwide artificial intelligence market has reached an estimated value of $150.2 billion, as highlighted by the insights of research firm Markets and Markets. Projections indicate a compelling growth trajectory, with an anticipated growth rate of 36.8% spanning the years from 2023 to 2030. 

AI’s positive impact spans a diverse array of sectors: optimizing logistics, facilitating research, furnishing translations, or enhancing customer service in contact centers. Its influence permeates nearly every domain, leaving virtually no arena untouched.  

Meanwhile, the educational landscape benefits from AI implementation at all tiers, extending beyond instructional roles to encompass various systems shaping academia. Furthermore, AI has gained significant ground within companies for employee training, with a multitude of businesses seamlessly integrating AI tools into their learning strategies for comprehensive Learning and Development. 

AI Can Fill Knowledge Gaps 

Many corporate learning methodologies revolve around comprehensive instruction. In simpler terms, they employ uniform course materials for all staff members. Yet, the reality remains that each employee possesses unique attributes. There are those who may already possess skills essential to their roles. Therefore, compelling them to acquire mastery in familiar areas proves to be a less-than-optimal approach. 

Enter AI, a technology capable of dissecting immense datasets and drawing insights through techniques such as machine learning or generative models. Prominent online training providers harness AI to gauge learner performance, competencies, and knowledge voids within an organization. Once these gaps are illuminated, the Learning and Development team can adapt their training strategies to bridge these knowledge disparities. This not only elevates the efficacy of learning but also safeguards precious employee hours from being squandered. 

AI Can Customize Coaching 

AI possesses the capacity to tailor learning experiences in accordance with an individual’s rhythm and age. It can seamlessly dispense learning materials to the learner on a progressive basis, synchronizing with their completion of modules. 

For example: a company aims to provide targeted training in customer management for a seasoned employee. AI can autonomously assess the employee’s skill set and bypass elementary training content, proposing instead advanced resources. By discerning and tracking learning styles, AI can fine-tune the learning journey for optimal outcomes. This individualized approach to learning facilitates enhanced knowledge retention, heightened recall, and overall improved mastery of subject matter. 

Automated Role-Play to Fill Gaps and Customize Coaching  

The optimal strategy for contact center leaders to empower their agents for enhanced performance revolves around ensuring their access to the most efficacious training techniques. Tested approaches such as immersive simulation training pave the way for agents to excel in their roles with heightened competence. 

In the present day, AI holds the potential to guide contact center agents in assimilating intricate proficiencies through hands-on experiential learning. Anchored in the principles of “The job related experience method”, created by Morgan McCall, Michael M. Lombardo and Robert A. Eichinger, it is known that individuals learn most effectively by actively engaging. This method, that goes by 70-20-10, posits that individuals acquire 70% of their knowledge through on-the-job experiences, 20% from interpersonal interactions, and 10% from structured educational activities. 

Following this model, AI-powered simulation training is able to provide contact center leaders with a means to thoroughly prepare new hires even before their initial interaction with a live customer or prospect. Moreover, experienced agents can utilize this approach to cultivate new competencies and bridge any existing skill gaps. 

A Case for SymTrain 

Experiential and interactive learning pathways are empowering contact center agents to truly excel in their roles. At prominent global brands, these agents are already refining critical soft skills and mastering the art of delivering empathetic and exceptional customer experiences through the innovative SymTrain AI-powered simulation training. 

In a remarkable testament to its efficacy, SymTrain has been shown to yield substantial performance enhancements within a mere six-week timeframe, boasting an impressive 4% improvement. Furthermore, its influence extends to the realm of conversion rates, where SymTrain fuels an exceptional upswing of 15%.  

With Coach Sym, agents engage in lifelike conversations that mirror a range of customer and prospect scenarios. This immersive experience not only hones their tone and soft skills but also guides them with coaching on best practices and essential approaches throughout the entire simulation training.  

The impact of SymTrain is equally felt in streamlining onboarding processes, drastically reducing the timeline by a significant margin of 50-70%. Remarkably, this cutting-edge solution consistently drives double-digit growth in conversion rates, achieving a remarkable surge of 10-15%. 

So when it comes to L&D, every contact center should dedicate ample time to implementing AI-powered solutions for training and coaching enhancement, tailored to the specific requirements of their training initiatives. Amidst this pursuit, certain fundamental metrics should invariably take precedence when crafting a comprehensive agent training program with automated role-play. 

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