Artificial intelligence, or AI,powers many of the features of moderneLearning—chatbots,personalized or adaptive eLearning, even content curation. New, powerfuliterations of these tools take advantage of cognitive computing, whatthe FutureToday Institute (FTI) heralds as the third era of computing.
Early computers were essentially tabulating machines.Following the tabulating era came what FTI refers to as the “programmablesystems” era. Programmable computers did exactly (and only) what they were toldto do.
The dawning third era features computers that learn, thatsolve problems, detect patterns, and apply reasoning. They use what is termed“natural language processing” to interact with humans in ways that feel likeconversations. In this era of artificial intelligence, the computers mimic “someoperations of the human mind, such as making decisions based on data,recognizing objects and speech, and translating languages,” Jane Bozarth, theGuild’s research director, wrote in ArtificialIntelligence Across Industries: Where Does L&D Fit?
A well-known example of cognitive computing is IBM’s Watson,the computer that competed in Jeopardy,and that businesses and organizations may now hire to perform legions ofcomputing tasks with a speed and comprehensiveness that is beyond the abilityof even the most intelligent human team. “Cognitive systems like Watsonsuper-charge our human ability to think through complex problems,” the FTI2018 Tech Trends report states.
Boosting critical thinking skills
This powerful “intelligence” can be used to boost eLearningin countless ways. Machinelearning, natural language processing, and other aspectsof AI are already taking eLearning in new directions. Cognitivecomputing applies many of the same technologies but, rather than automatingtasks or offering answers, a cognitive computing system aids the humans inthinking through the problem and coming up with their own solutions.
For example, an AI-based medical application might search avast database of symptoms and come up with a diagnosis. It might be correct; itmight not. Much about AIis inscrutable; the algorithms don’t explain their results, and thehumans cannot ask for an explanation.
In contrast, a cognitive computing system might access thesame databases of information and make suggestions; a cognitive system can evenmimic reasoning and problem-solving to “talk” a doctor or medical team througha problem. The quick access to reams of information also helps the team makebetter decisions.
In short, the cognitive computing system helps the humanteam perform better—it does not make decisions or take actions based on its ownchoices.
This key difference is what points to cognitive computingsystems as a revolutionary development in performance support tools and in eLearning.AI based on cognitive computing will strengthen learners’ critical thinking andproblem-solving skills while teaching them how to apply what they’re learning.It’s also an antidote to the worry that the robots are coming to take our jobs.
How cognitive computing can super-charge performance support
Proponents and developers of cognitive computing systemsclaim that they can “understand our intentions,” according to the FTI report.Harnessing this ability in eLearning and performance support could meanimprovements in:
- Curation:The cognitive computing system could quickly guide an employee to the mostcurrent and relevant information in a vast array of curated and vetted content.
- Targeting: The cognitive computing systemcan figure out, based on queries and responses a learner enters, what thatperson knows and what will help her solve her current dilemma or learn a skillthat she’s missing. The intelligent system can then immediately deliver theprecise combination of information and assistance to guide the learner to thenext level.
- Personalization:Based on an individual’s job, the current task before him, and his pastlearning engagement and performance, the intelligent system can deliverjust-in-time assistance in a format that the employee prefers.
- Chats and quizzes: Multiple-choicequestions can become an artifact of history; an intelligent chat applicationcan ask learners to answer thoughtful questions and help them think throughscenarios that are likely to arise on the job, allowing them to try outdifferent approaches in a safe environment. In this way, the eLearning servesas a coach—and becomes a mentor as those learners begin to apply their newskills and knowledge on the job.
By helping employees as they learn, master, and applyinformation, cognitive computing systems allow the learners to test solutions,ask questions, and assimilate the cognitive system’s suggestions. Instantaneousaccess to far more information than they could find or remember on their ownprovides additional support. Far from taking over employees’ jobs, cognitivecomputing systems show how AI can enhance performance and help employees excel.
