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209 On-demand Learner Assistance with a Chatbot on MS Teams or Slack

1:00 PM - 2:00 PM
Wednesday, April 20

Tracks: Micro & Workflow Learning

When an employee wants help from available L&D resources, often there are too many steps that cause them to give up their search. There needs to be a more frictionless way to both remind and engage the learner about important information, as well as deliver easily accessible, on-demand help when the learner requests it.

In this session you’ll learn how creating a “customer service” like chatbot and placing it on your organization’s global collaboration platform like Microsoft Teams, Slack, Google Chat, etc. can solve this challenge. You’ll explore how to set up a chatbot to automatically answer the most common learner questions and point them to appropriate internal resources and job aids. You’ll also learn how to schedule contextual and personalized alerts and reminders to help individuals make the progress they need on their respective learner journeys. The session will examine the pros and cons of various techniques to automation of chatbot content—from machine learning to content authoring—as well as discuss the level of effort and expertise required for each method. You’ll hear how much or how little assistance and collaboration you’ll need from your IT team in order to install and maintain a chatbot on your organization’s Teams or Slack instances. Finally, the session will help participants set up metrics to gauge the effectiveness of the chatbot in engaging learners as compared to traditional methods, as well as how to gather invaluable data about what type of help learners are seeking.

In this session, you will learn:

  • Why chatbots on collaboration platforms are effective in engaging learners
  • The process of programming a chatbot to be able to answer common learner questions
  • The process or programming a chatbot to send timely reminders via your collaboration platform
  • The level of collaboration needed with internal IT teams to enable chatbot technology
  • How to measure the effectiveness of your chatbot in engaging with learners

Technology discussed:

Chatbot technology, machine learning, chatbot authoring platforms, content management automation and screen scraping

Vincent Han

CEO and Founder

Mobile Coach

Vince Han is the founder and CEO of Mobile Coach and a frequent speaker at conferences such as Training Conference, DevLearn, Learning Solutions, Learning Conference, ATD ICE, ATD Techknowledge, and others. He holds an MBA from the MIT Sloan School of Management. Vince is an industry thought-leader for learning and learning technology with an emphasis on artificial intelligence and chatbot technology.