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...
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Chat interfaces and bots - brightwavegroup.com · Chat interfaces and bots: Leveraging value in digital learning The balance is shifting towards chat tools in the workplace: YES 60%
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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