Chatbots: The Ideal Channel for On-Demand Performance Support

Conference Archive

Learning Solutions Conference & Expo 2019 - March 26, 2019

Vincent Han

Mobile Coach

In telecommunications, the term “last mile” is used to describe the challenge of connecting the final leg in a communications network, typically describing the distance between the last hub and a consumer’s home. The “last mile,” although the shortest leg, is often the hardest to put together. In the world of performance support, the “last meter,” the distance between a learner’s eyes and their computer, is an appropriate comparison. In theory, creating a great resource library should be the bulk of the work, but too often, overcoming the “last meter” ends up being the ultimate nemesis. The challenges are to get the learner to recognize the need for support resources, remember where to access them, and utilize them as necessary.

In this session, learn how chatbots can be an effective solution in connecting learners with the job aids they need, when they need them. In the world of performance support, getting an employee’s attention ends up being the ultimate challenge. You will explore how chatbots engage with learners via a conversational user interface and why this approach turns out to be significantly more frictionless than traditional software. You will examine the instructional design best practices in designing a chatbot to be smart about performance support resources, as well as the various mobile and desktop destinations where you can make your chatbot available.

In this session, you will learn:

  • How a chatbot can link to existing performance support resources
  • Why learners engage with chatbots more willingly than with software
  • Instructional best practices on how to design and deploy a chatbot
  • How a chatbot can collect data to help you understand which performance support resources are most popular
  • About the practical limits of artificial intelligence embedded in a chatbot


Designers, developers, managers, and senior leaders (directors, VP, CLO, executive, etc.)

Technology discussed in this session:

Chatbot authoring platforms, mobile devices, browser widget-based chatbots, and messaging apps like Messenger and Telegram


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