Here's what AI-enabled L&D looks like!

Scenario

Operations just made a major SOP change. They’ve requested training for the entire frontline workforce (of course) to make sure people understand the changes (and to check the regulatory box). The new SOP goes into effect in six weeks, leaving little time to build and deploy training to thousands of people.?

How can L&D avoid unnecessary training while making sure everyone - frontline workers, managers, SMEs - gets what they need? Let’s apply an AI-enabled version of the Modern Learning Ecosystem Framework !?

Shared Knowledge ??

Everyone is required to read the entire SOP … for reasons. But it’s a long, dry document with LOADS of legal terminology. Your audience speaks 6 different languages (that you know of) and includes people with varying reading skill levels. Plus, not every change impacts every employee, so people are going to need help figuring out what matters to them.?

You upload the SOP to the company knowledge base - now powered by AI. It captures acknowledgements when people read the SOP. But it also automatically generates an SOP cheat sheet using a pre-built template. This summary breaks down the most actionable info - the stuff people need to use on the job - by role so it’s easy for employees to find relevant details. The knowledge base translates the cheat sheet into each employee’s preferred language (way more than 6). It's tuned to write at a 9th grade level to accommodate everyone’s reading skills.?

Performance Support ??♂?

Even if people “read” the SOP, they're still going to have plenty of questions about changes to their day-to-day work. “Ask your manager” is the default strategy, but your management team is already burned out. Plus, they need help adapting to the new process too! ?

Thankfully, your company’s AI-powered digital assistant has access to the knowledge base where the SOP and summary live. So you verify the assistant is ready to answer questions about the updates and provide step-by-step instructions before the changes launch. The assistant also adjusts to different reading levels and translates conversations into employees' preferred languages. It's mobile-friendly, so employees can access support anywhere they do their work, including via personal smartphones. Overall, the performance support layer pretty much takes care of itself thanks to AI.?

Reinforcement ??

You can make sure everyone “reads” the SOP. You’ve provided a cheat sheet and support in the flow of work. But what about the info people need to remember on the job - the MOST IMPORTANT stuff? That needs to get reinforced!?

You apply AI to generate practice activities based on the SOP. This includes a set of scenario-based questions to challenge people’s ability to apply the updated SOP on the job (not just remember random details). Frontline workers receive a notification at the start of each shift to complete a practice session. It takes 2-3 minutes, so it’s easy to fit into the workday without interrupting the operation. Managers receive their own scenarios focused on coaching (more on that in a moment). AI personalizes the practice schedule - pulsing out new challenges as employees prove their knowledge while doubling down on difficult topics if they get stuck.?

Coaching ??

You avoided the “ask your manager” trap for performance support, but you still need managers closely involved in the process. After all, they’re the ones observing employee performance and providing feedback. But they also have WAY TOO MUCH to do already!

Rather than creating spreadsheets and begging managers to chase people down to complete training, you apply AI to generate targeted, actionable insights for use during coaching. Remember those practice scenarios employees complete every shift? They’re also a valuable source of data for managers. If an employee is struggling with part of the process during practice, AI will notify their manager and provide coaching suggestions (probing questions, talking points, practice activities, etc.). AI will also let managers know who hasn't read the new SOP, highlight popular questions from the digital assistant and flag gaps in behavior observations - all without administrative effort from L&D.

Push/Pull Training ????

No, thank you! Thanks to the MLE Framework + AI, there’s no "training" required to solve this problem. Boxes got checked. Employees are enabled. You maximized your limited L&D resources. Everyone saved time. ??

Get more insights on AI in L&D: learngeek.co/ai

Grab a copy of my book - The Modern Learning Ecosystem: jdwroteabook.com

The next chapter - MLE meets AI - is coming soon!?

Be well. JD