Using AI and Hard Data to Teach Soft Skills
Virtual Chapter Meeting
When people feel cared for, a lot can happen. Employee engagement scores rise, customer handling times decrease, and things like absenteeism, safety incidents, and dissatisfied-buyer rates can all drop as much as 40-50%. But can we really measure how concepts like “caring” get expressed?
It turns out, we can. In this session, you will see how, with the help of clinical psychologists, we were able to identify six standard skills for expressing empathy and caring in business communication. Grounded in evidence-based therapeutic counseling, we incorporated these metrics into a proprietary machine-learning algorithm. This algorithm can scan any two-person conversation and show participants exactly where and how much they use these skills.
This session will unpack how to leverage the latest in Large Language Models and Natural Language Processing to create innovative instruction methods. You’ll see real-world examples of how machine-learning can improve how we talk to both customers and peers. You will also see how AI, coupled with instant feedback and even gamified instructional methods, can improve learning opportunities by changing how feedback (especially feedback relating to the so-called “soft skills”) is provided.
Participants in this session will:
Delivered by a former Google L&D Lead who has spent their career teaching behavioral health, you will receive concrete examples and case studies for bringing AI-powered instruction methods back to your own work. Join us to see how your own empathizing skills stack up, explore the ways in which AI can assist us, and learn more about the types of human-powered skills that AI will never replace.
12:00 PM - 1:00 PM CT
About the Facilitator:
Scott Provence, MA, MFA, is a healthtech leader and content developer whose print and web-based curricula have served millions annually across the world. Scott has worked in both public and private sectors, creating federal education programs and leading L&D teams from small startups to Google. Scott is the founder of Versant Metrics whose award-winning algorithm empirically measures how well caring gets communicated in a conversation.
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