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5 Ways Chatbots and AI Impact Customer Education

Written by Julia Borgini

Published on September 27, 2017

Have you ever navigated to a website and seen that little chat window pop up asking if you'd like to speak with someone at the company about their products? You may think you're speaking to a "real" person at the company, but in reality you're probably talking to a chatbot designed to respond based on keywords in your answers.

Yes, you read that right. You're not talking to a real person, at least at the start. Today's companies are using artificial intelligence (AI), chatbots, and even virtual reality (VR) to change the way they deal with customers, including the way they create and deliver customer education.

"AI and machine learning is really at the heart of these smarter, more targeted applications. These apps are user-centric as opposed to system-centric," says Christophe Coenraets, Principal Developer Evangelist at Salesforce. "They can be used to dramatically improve the user experience in general by either making the application, or the data, more available.”

5 Ways AI and Chatbots Impact Customer Learning

Influence education programs and assets with chatbot data

As chatbots were mainly deployed as customer service tools, customer education teams can use the chatbot data to influence the education programs and assets they manage.

  • Identify new courses to create based on the questions customer are asking in their chats

  • Update existing programs based on the questions customer are asking in their chats

  • Increase participation in courses by suggesting them to customers during chatbot interactions

  • Adjust course schedules based on the keyword levels in the chats

Create VR training simulations for customers

Live training has long relied on the software walkthrough or exercise to help teach complex software systems, however with the advances in VR, they can now truly walk customers through the experience. Customers can experience how the software would help them in their daily workday, instead of just seeing how it works on a screen. Give them a virtual experience of them at their desk or workstation, using your product in a virtual simulation. 

Reinforce customer learning through chatbot responses

The responses customers see in a chat are delivered based on keywords they type in the chat window. Why not use that same experience to reinforce their product knowledge? Working with their customer support colleagues, education pros can insert product terms and information in the responses, so customers make subtle associations with the information they already learned in previous training programs.

Automatically update training programs

Updating training programs can be time-consuming and expensive, especially if it's done frequently. An AI could help with some of the pre-work of this by gathering information about failure points within the training program or even your software products and automatically test new training variations by deploying different information to customers by itself.

Measure the effectiveness of training programs

According to Training Industry, an important factor for a training program is that the customer achieves a measurable return for relying on the program. Customers must gain something useful from the training in order for it to be worthwhile. Which means evaluating how each customer employee is learning and what type of impact it has on their future ability to work. An AI could effectively measure each customer employee's engagement with your training program and compare the results to other data you've gathered to determine whether the training is doing its job.

AI is here to stay

AI and VR are the newest tools in the customer education toolkit and their usefulness will only continue to grow. As AI becomes more sophisticated and the technology behind it evolves, education pros will see additional uses for it in their work. They'll be able to deliver more customized and unique education experiences to customers and really focus in on delivering the best possible education experience possible.

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Originally published Sep 27, 2017 7:48:46 PM, updated Sep 27, 2017