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The rise of conversational learning

By the Feathercap team
6 minute read

According to Forrester, Chatbots for IT Operations are on the rise. This has spread to Finance, HR and even learning. Companies like ServiceNow have connectors to LMSs so that their personalized chatbot can remind employees its time to take specific training. AI Chatbots combined with advanced RPU (Robotic Process Automation) capabilities from companies like UIPathAutomation Anywhere as well as new entrants like Moveworks or Socrates have taken this further by enabling personalized chatbots to hold multiple back and forth conversations to be able to execute “bots” to complete repetitive business tasks. combining advanced natural language understanding to determine the context of questions by employees. Knowing employee location and status they can answer questions, pull out snippets of text or engage in HR tasks using programmed bots which interface with company HR, Ticketing, Apps and knowledge bases automating operations employees would have to otherwise conduct with an HR staff member. 

In the past, employees could more easily “tap the shoulder” of a colleague, manager or friend if they had a job or training question. As most every job becomes more complex and people feel more time crunched that becomes harder. In the retail sector, according to a study by Nielsen, up to 53% of consumers prefer getting answers or interacting with a business they can message. Chat interactions are preferred which lets them instantly get answers to their questions. Just like “Bring your own device” became a thing at work, perhaps “Bring your own SMS, chat or messenger” will grow in popularity also.

Existing and emerging Learning Systems – LMSs, LXPs and the AI powered chatbots.

Traditional learning systems or Learning Management Systems (LMSs) are great at delivering a crafted curriculum of on-demand content and vILT/ ILT (Instructor Led Training) at the beginning of an employee’s job tenure, for up-skilling and setting a cultural mindset. All content is crafted regardless of size to be consumed as a whole; varying from 5 minute micro learning to multi-hour on-demand courses or vILT sessions. Examples of these are Docebo and others like Cornerstone-On-Demand.

Learning Experience Platforms (LXPs) which have of late focused on delivering the right learning and other content to employees are great at letting employees get credit and earn credentials for learning any number of skills. The most advanced also help companies develop a talent marketplace to know who based on newly acquired training credentials is ready to move to another role. Great examples are Degreed and LinkedIn Learning.

AI powered answer platforms – the beginning of conversational learning.

Since 2017, Google and many other natural language understanding (NLU) vendors have achieved a 95% rate of understanding for spoken and written language compared to a human. This gave rise to text and voice enabled chatbots that understand what you say or write. Paired together, asking a chatbot a question will give employees not only the right answer pulled from existing documents, videos or courses the chatbot can start to hold a conversation to further refine the answer provided. Emerging from Microsoft and others is a new type of experience they are calling the Employee experience platform (EXP). Really a junction of HR tools with LMS, LXP, Wiki, analytics and AI driven topic mapping all through a Microsoft Team chat interface. It’s still early days but learning analysts like Josh Bersin points to a bright future.

Just say “Hey Feathercap” on WhatsApp

Drawing from all the above, we have just released own Feathercap for WhatsApp integration. Instead of having to login into a normal web dashboard or app and locating the “Search” bar, employees can simply type in a job question. 

Just like Alexa or Siri, we feature a wake up phrase. For your team, just tell them to type or say: “Hey Feathercap”, they’ll get specific instructions for them or their group as well as the opportunity to be taken to specific learning, knowledge or HR resources based on their questions and learning status at the company. This “wake-up” phrase is completely customizable

Powered by Feathercap’s AI-powered answer platform using, employees receive highly personalized answers in the form of content snippets automatically pulled from any videos, pdfs, word docs, documents or other learning materials.

About Feathercap 

Feathercap is an AI-powered answer platform that lets employees ask questions from any device across WhatsApp and mobile web to instantly get the right answers.

We built Feathercap to deeply understand your content and all of your employees so they get the right answers to their important questions instantly and without interruption. This helps generate data to predict who will succeed, needs help or should be promoted. Our clients tell us this makes for happier, more engaged and better employees.  

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