Image by Robert Owen-Wahl from Pixabay
Businesses constantly look for ways to better utilize data to improve business operations. With Accenture claiming that its AI-based tool can save companies as much as 30% in training costs, it was time to investigate.
To learn more, we asked team from Support-as-a-Service company Supportyourapp.com.
However, he warns that the current models merely draw on available data for examples of how to respond. They are not the same as Artificial Generative Intelligence, where a machine can understand why people react as they do. We covered this topic in more detail in this article if you wish to learn more.
However, AI’s ability to process large datasets can produce useful results in training frontline service consultants. Read on to learn how.
AI Can Create New Data
We’ve seen several potential applications for this technology, from generating product descriptions to writing passable movie scripts. Therefore it’s no leap to assume that generative AI can create functional role-playing scenarios from a wide range of data.
Quickly and Inexpensively Create Training Resources
While the bots won’t pass for humans, they can create a reasonable facsimile. They will be able to generate queries that human trainers might not consider. As they are using big data, they will cover more ground and even some obscure examples.
Additionally, AI “trainers” will be able to process the information within seconds, generating these training materials quickly and inexpensively.
Diversify Training Delivery
AI can create written text, images, 3-D animations, and even videos within seconds. While there is certainly some controversy over copyright online, companies could restrict AI to using internal data and company assets to overcome this issue.
Provide Feedback
AI can also instantly evaluate performance and provide useful feedback to consultants. The feedback might include constructive criticism and ways to improve interactions going forward.
A further advantage of this model is that the AI learns as much from the interaction as the consultants. Therefore, it may improve its responses, making the following lessons even more valuable.
We envisage a stage where companies can train consultants globally from one central location with the aid of an AI tutor. They could create a virtual campus in the Metaverse, allowing consultants to interact directly with one another.
A potential application is for two humans to act out scenarios. Their classmates and AI tutor could then provide feedback.
A Warning Before You Jump on This Trend
This technology is still in its nascent stages. Therefore, not all tools are equally useful. Companies might be best served by developing their own primary systems for internal use. However, the cost and time constraints of completing the requisite machine learning may prove prohibitive.
Should firms wish to use a premade solution as a shortcut, they will need to carefully research the company with which they partner. Does the candidate’s business have a history of innovative, high-value solutions, and do they have the specialists on board to deliver the requisite structure?
Conclusion
In conclusion, some companies already use AI as a helpful training tool. As the technology improves and becomes more user-friendly, we can expect to see more innovative ways in which to apply it.
The technology can transform a company’s training program and reduce costs with judicious use. However, there is still a major stumbling block in that AI cannot understand why humans act as they do.
This aspect may filter down through training exercises, rendering them less useful. Therefore, companies need to use this technology in conjunction with trained oversight.