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Chatbots deliver an easy method of communication that provides quick and detailed
answers to both basic and complex questions and situations. Chatbots are consistently
friendly and approachable, which makes using them a positive and appealing learning
experience.

THE FUTURE OF CHATBOTS AND LEARNING

According to research from Gartner, chatbots will power 85 percent of our online
customer service interactions. In more Orwellian fashion, Gartner also predicts the average
person probably will have more conversations with chatbots than they will with their spouse
or partner!

AI-powered chatbots accumulate knowledge and information that helps them learn a
subject “on the job.” This enables chatbot technology to predict and interpret what the
learner needs. Chatbots anticipate needed learning content based on knowledge gaps found
in a learner’s profile, from gap analysis assessments, and based on an employee’s personal
learning goals.

A benefit for educators using chatbots is the data collecting that helps them identify
common areas students are having difficulty with. This added insight gives trainers the
opportunity to design learning interventions across the entire employee group to address
these common concerns.

Imagine chatbots assisting learners with accessing learning content and delivering
friendly notifications to nudge learning and application of new knowledge and skills. The
chatbot becomes an assistant to learning and development professionals by ensuring more
staff are progressing with their learning goals by giving immediate feedback to learners and
overall performance results.

One study conducted by a chatbot provider, Mobile Coach, found that learners with a
chatbot providing a coaching framework were 38 percent more likely to follow through on
key commitments than learners in a control group who had no chatbot to remind and prompt
them.

Educators and trainers should always frame the use of chatbot technology as a tool to
engage learners with learning more about a topic rather than replacing themselves. Chatbots
are one component of the whole learning experience. Learning from and chatting with a live
trainer provides the human connection chatbots can never replicate.

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