Learning Bots

Insights from an HR director

Why choose learning bots?
HR Directors need to ensure new employees are not overwhelmed by new information during onboarding.

Meet Tina…
Tina is the HR Director at a major transport operator, she’s working to reduce the timeline managers need to spend during the 9-month employee onboarding process.

Eating the elephant
Tina’s workforce has to use many applications in ways that are unique to the organisation. Unfortunately, there is a tendency for people to revert to using the tools the way they did at their last organisation because it’s not so straightforward to get answers.

Like most organisations, there is a lot for new employees to learn when they join Tina. You can think of this mass of information as a fully grown elephant that new hires are often expected to devour in a few sittings. However, the elephant is best eaten slowly and each part needs a different preparation.

With traditional training, people forget most of what they learn in the hours after the session ends. This is further complicated by the fact that Tina’s workforce is internationally distributed. In her distributed workforce, information is unevenly distributed between in their learning management system, communication tools, and cloud storage. So even when the elephant slits into manageable pieces, it’s difficult for new workers to understand where to find the piece they need.

The expanding elephant
Up to this point, Tina has been able to manage the onboarding of new employees by relying on the efforts of line managers to deal with the extra requests for information and help. However, recent changes to the competitive landscape have put extra pressure on line managers. You could say the elephant has doubled in size and no one knows where all the pieces are. Line managers that were able to field requests off the top of their heads, now have to also go searching for answers. This situation has led to a backlog of support requests and it’s beginning to impact productivity and quality.

A self-service solution
Tina realised that everyone at her organisation needs immediate answers to their questions without interrupting the flow of work. Her organisation required a self-service solution that would be able to break up their information elephant into manageable pieces and make those pieces available on demand.

Automatic answers
Tina turned things around by implementing an ongoing development solution that allows employees to learn by doing instead of watching a video or reading a help guide. The key to this system is an AI-powered chatbot that provides on-screen guidance when it’s necessary to show a user what to do.

These improvements allow new employees to learn and retain skills faster. It also supports existing employees whenever there is a major change to the organisation’s operating procedures or technology.

Employees can consult with “Ele”, the virtual assistant’s name, to ask any questions related to their work. 73% of the time, Ele resolves their question. They can communicate with the Ele virtual assistant via Microsoft Teams. Tina’s goal is for Ele to be capable of answering more than 95% of onboarding questions and over 90% of general work questions. Since the chatbot is AI-driven, it becomes more intelligent over time as more employees use the learning bot.

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