Many of you are familiar with the term Machine Learning (ML) which is a subset of AI designed to train a machine how to do a very specific task. Can’t we do the same process with Humans?
The answer is yes, of course we can! I want to highlight some examples that go beyond providing employees or customers with simple information using an intelligent agent.
- Shameless self-promotion for ACES (Automated Contact Engagement System) designed to automate the process of teach contact center agents how to conduct the primary transactions they will encounter on the job. ACES is an immersive simulator with builtin AI to provide automatic feedback when an agent give the wrong verbal response or enter the wrong information on screen. All actions are tracked and mapped against the same metrics and agent would be measured on during a live call. Agents get up to speed much faster and are truly “floor ready” when placed into production.
- Third Space Learning is using an AI powered system to measure how effective the teacher performance is and tie this directly to student success.
- MATHIA from Carnegie Learning is an example of an intelligent tutor. It uses a technique called “Knowledge Tracing” to track a student’s progress and tailor feedback to help them solf the math problems.
- EdCast is used to “upskill” employees by making automatically curated content based upon previous content the user has completed in the past and what job skills are mostly likely needed for their job.