Finding a technology or methodology that can effectively both prompt and react to learners in the flow of work is a foundational problem for L&D teams. How do learners access the help they need in a frictionless and easy way? How do learning teams push out useful information in a way that the learner is happy to receive?

In this session you'll see a case study of how Kaiser Permanente leveraged a chatbot to engage learners who were part of a GROW leadership initiative. You'll see how chatbots engaged these learners in a frictionless way and how Kaiser optimized training content for this unique medium. With the boon of collaboration platforms like Microsoft Teams, it's now easier than ever to get resources in the hands of learners without the hurdles of complicated systems to navigate around. A chatbot on these platforms takes that ease a step further by creating both a "push" and "pull" mechanism for delivering content, "pushing" reminders and nudges and "pulling" content when learners request help. You'll leave this session with a new appreciation of the power and efficacy of making things easy for learners, as well as a sense of the effort it requires to design a chatbot for learning, and its accompanying ROI.

In this session, you will learn:

• How a complex organization like Kaiser Permanente decided on a workflow of learning approach
• How a chatbot can be deployed to learners via SMS, Microsoft Teams, or Slack
• Lessons learned in designing the personality behind chatbot interactions for learners
• How to design a chatbot to both push proactive nudges as well as respond to learner inquiries

Technology discussed:

Microsoft Teams and Slack, Mobile Coach, SMS