How Can Companies Use AI Chatbots as Learning Assistants?

EDITOR’S NOTE:  Because extended enterprise learning involves multiple disciplines and perspectives, we sometimes invite experts from other organizations to share their insights. Today, Zachary Amos, Features Editor at ReHack Magazine, looks at the business value of adopting AI chatbots as learning assistants.

The Rise of AI Chatbots in Enterprise Learning

With technology changing faster than ever, companies in every industry recognize the importance of continuous learning. In fact, according to PwC, 76% of CEOs are investing in process and systems automation as a top priority, followed closely by upskilling at 72%. This need is creating a massive opportunity for AI chatbots to work as dynamic learning assistants. Why?

For years, organizations have tried to offer digital learning experiences that are personalized, adaptable and available in the flow of work. Learning in the moment of need is clearly more efficient and effective — not only for employees, but also for customers, partners and other external audiences.

Classic learning management systems are one obvious solution. These platforms are a powerful way to deliver online courses and learning resources to diverse audiences. Yet, sometimes an LMS falls short, with outdated or highly structured content that keeps people from the knowledge and skills they need to succeed.

Now, conversational learning tools based on artificial intelligence are starting to bridge this gap. People can access these smart tools anytime to tap into instructional content and resources. But how well do AI chatbots work as real-time learning assistants? Let’s look closer at this growing enterprise learning trend.

Which learning system is best for you? Check the 2024 RightFit Solution Grid, based on our team’s independent research! Learn more and get your free copy!

How AI Chatbots Work

Chatbots are various types of AI-driven systems that simulate human conversations through digital text or audio tools. Using natural language processing (NLP) to gather, analyze and synthesize massive amounts of data, chatbots interact with people and answer questions in a conversational way.

Originally, rules-based chatbots were used to automate standard customer service communications. In contrast, conversational AI chatbots are much more sophisticated. Also known as predictive chatbots, these “smart” tools learn from data, recognize patterns, make decisions and solve problems.

This means these tools can strengthen educational experiences with adaptive learning paths and personalized resources. Acting as virtual assistants, they can guide learners through nonlinear logic scenarios and instantly suggest the best materials for any need.

Also, because conversational chatbots are available 24/7, they’re ready to respond whenever and wherever learners are connected. As a result, learning becomes more accessible and engaging for all.

Roles for AI Chatbots in Learning

Conversational AI tools have the ability to support enterprise learning in various ways, depending on the business goals, audience, training context and available data. For instance, they can:

• Track objectives: By sharing status updates, feedback and next-step suggestions, chatbots hold individuals accountable for achieving their goals.

• Provide reminders: Conversational AI tools can summarize core concepts from a course to refresh a learner’s memory and reinforce knowledge.

• Assess comprehension and knowledge retention: By delivering quizzes and follow-up questions, chatbots verify that learners understand and retain educational material.

• Offer continuous support: After formal training ends, conversational AI makes it easy for participants to revisit topics, clarify issues and fill-in details.

• Integrate new content: When an instructional designer adds new concepts or modules to a course, chatbots rapidly synthesize this incremental information and introduce it in a digestible form.

• Collect and process ROI data: Through AI systems, organizations can gather and analyze metrics about learning engagement and outcomes. They also provide insights about the effectiveness of training initiatives.

Find out how real-world companies are achieving more with learning systems that create business value. Get inspiration from dozens of success stories in our free LMS Case Study Directory…

Real-World Examples

Because chatbots are relatively easy to implement and use in tandem with learning systems, they’re attracting widespread interest. For example, they already have a solid foothold at universities and in retail environments:

1. Higher Education

According to a 2023 Forbes study, 60% of teachers currently use AI in the classroom, including 35% who use AI chatbots for student support. What’s more, 55% think AI improves educational experiences. If schools are finding value in chatbots this quickly, businesses can also expect significant results.

However, some conversational AI strategies are more useful than others. For instance, Boston College discovered that general chatbots are far less successful than purpose-built tools. After testing numerous purposeful chatbots, four types showed particular promise:

• Course assistant (for transparency)
• Assignment tutor (as scaffolding)
• Process coach (to manage cognitive load)
• Reflective guide (for metacognition)

2. Retail Settings

Major retailers are also investing heavily in purposeful chat-based AI tools to educate service staff and enhance customers’ shopping experience.

For example, Target recently introduced Store Companion. This is designed to help team members deliver a better in-store experience by providing personalized, real-time guidance throughout the work day.

Similarly, Ikea, Walmart and other retail giants are launching chat-based AI tools and pilot programs intended to empower self-directed customers as well as frontline service staff in stores and online.

Benefits of AI Chatbots as Learning Assistants

As early implementations demonstrate, conversational AI tools elevate learning in multiple ways:

1. Consistent Information Delivery

Unlike human trainers whose teaching methods may vary, chatbots ensure that every learner receives the same information in a similar way.

To maintain training quality, consistency is key. It ensures that everyone learns core concepts and stays up-to-date. It also minimizes information gaps and discrepancies, to keep everyone on the same page.

2. Customized Learning Paths

Chatbots can learn about individuals’ needs. interests and preferences, so they can tailor learning experiences accordingly.

Bots achieve this by learning from previous interactions and performance metrics. From there, they recommend appropriate information, exercises or course modules.

3. Stronger Engagement

By offering personalized quizzes, games and real-time feedback, chatbots engage learners more fully than standard elearning content.

Conversational interactions can turn routine training sessions into enjoyable and memorable activities. They encourage learners to ask questions and explore topics further, so they dig deeper and discover more in the process. This naturally helps participants retain more information.

4. Instant Reinforcement

As I previously noted, chatbots are excellent at providing real-time feedback.

As individuals move through the training process, these tools respond in ways that indicate what’s going well or nudges them when they need to improve. This encourages participants to continue when they’re on the right track and helps them quickly adjust when needed.

5. Continuous Improvement With Ongoing Use

Chatbots are always learning. Like humans, they build and adjust their knowledge base from each interaction, over time.

As they gather and analyze data about past queries and learning behaviors, chatbots become better at personalizing content and predicting learner needs. So, with ongoing use, they become even more relevant and effective at supporting learning for individuals, teams and organizations.

Key Challenges With Educational Chatbots

Although AI chatbots are promising, they introduce issues that demand attention. For instance:

1. Stale or Incomplete Data

Over time, the data and algorithms that drive chatbots become outdated and less effective. This reduces the reliability and relevance of information they provide.

To ensure that data is as complete, accurate and timely as possible, conversational AI tools require regular retraining and continuous human oversight.

2. Logic Errors

Occasionally, chatbot responses reveal AI “hallucinations.” These are incorrect or nonsensical responses that may confuse or mislead learners. Sometimes, they are triggered when training data is insufficient, or a chatbot is overwhelmed by too many inquiries at once.

It is important to mitigate this risk with human intervention to identify and resolve abuse patterns. For example, data management tactics like content filtering and usage rate limits can ensure that responses are logical and data processing loads remain manageable.

3. Bias

Chatbots can exhibit bias in their interactions, which in turn jeopardizes their fairness and inclusivity. Bias often creeps in if a chatbot’s training dataset or algorithms reflect prejudices or inequities.

To avoid this, carefully select and process training data, rigorously test algorithms and communicate openly about how your organization handles data-related decisions.

Moving Forward With Chatbots

AI-based chatbots are carving out an exciting new niche in enterprise training and development. Clearly, they have the potential to address numerous educational needs among internal and external audiences.

On the other hand, learning solutions based on conversational AI open the door to all sorts of high-risk issues that businesses can’t afford to ignore. This is why it’s wise to be cautiously optimistic about chatbots. As long as organizations feed them high-quality data, establish thoughtful standards and processes, and ensure ethical human oversight, the future looks bright.

NEW FOR 2024

Which Learning Systems Are Your Best Fit?

Use our FREE RightFit Grid tool to build a shortlist based on our independent research. 50 leading learning systems mapped to common buyer requirements!

LEARN MORE AND GET YOUR FREE COPY…