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308 FAQs Don’t Work! Here’s Something That Does

2:30 PM - 3:30 PM
Wednesday, April 12

Tracks: Emerging Tech

Stakeholders and SMEs love their FAQ docs, but creating those Frequently Asked Questions documents are a waste of time and effort because most people will never read them. The problem isn’t the information itself, it’s how it’s being deployed. What if you could make those tired old documents come alive? In this session, you’ll learn how intelligent automation can help you create training that sticks by leveraging content you already have buried in the pages of FAQs, training manuals, procedures, job aids, and other legacy documents. You’ll explore how your existing content can have a new life as an intelligent agent, engaging the learner and making learning stick in a fresh new way.

First, you’ll learn how an intelligent agent program can complement your existing training as learner support consultants, practice and role-play partners, or just-in-time performance support coaches by viewing some real-life examples. Then you’ll peek under the hood to see what goes into planning, designing, and building a custom solution from existing content. Finally, you’ll look at options for deploying an intelligent agent in your organization, on platforms you probably already own. You’ll leave this session with a fresh approach to learning and performance support that can elevate existing programs, increase employee engagement, and enhance employee performance.

In this session you will learn:

  • How learner expectations have changed and why FAQ documents don’t work
  • How intelligent automation delivers a custom experience to each user
  • How teams like yours have converted tired content into an engaging, personalized experience
  • Which common business and educational platforms support intelligent automation
  • Where to go for more information, tools, and support to get started

Technology discussed:

FAQ chatbot (SharePoint example), human resources automated policy consultant (intranet example), automated role-play or practice partner (Instant Messaging example), learning journey assistant (LMS example), always-on performance coach (Mobile example)

Margie Meacham

Chief Freedom Officer


Margie Meacham is a leading expert in the application of neuroscience and machine learning to enhance knowledge management, learning, and performance. She teaches education, training, and leadership development professionals how to apply the latest discoveries in cognitive neuroscience, educational psychology, and artificial intelligence. Her first book, Brain Matters: How to help anyone learn anything using neuroscience, is a practical review of current research placed into practice. Her second book, AI in Talent Development: Capitalize on the AI Revolution to Transform the Way You Work, Learn, and Live, is a call to action for educators to embrace AI applications to accelerate learning. She has been recognized by the World Training Congress as a Top 100 Most Innovative learning professional and her blog is recognized as one of the Top 100 related to neuroscience.