Transforming Learning and Development with AI: Insights from TTEC
In the rapidly evolving landscape of learning and development (L&D), the integration of artificial intelligence (AI) is reshaping how organizations approach training and skill development.
TTEC, a leader in outsourcing services, has been at the forefront of this transformation, leveraging AI to enhance their learning ecosystem. Dominik Rus, Global Head of Learning Innovation and Technology at TTEC shares his strategies and insights on what he has seen in a recent Edflex webinar.
The Shift from Traditional to Digital Learning
TTEC’s journey began with a significant shift from traditional face-to-face training to a more digital and scalable approach. Prior to the pandemic, only about 10% of their learning was digital, but the pandemic accelerated the need for a digital pivot, prompting TTEC to rethink their learning strategies.
Dominik emphasized the importance of starting with a mindset focused on business needs rather than technology. This approach ensures that the learning solutions are aligned with organizational goals and are not just tech-driven.
Science-First Approach to Learning
Dominik highlighted the importance of a science-first approach, where learning design is grounded in cognitive neuroscience and evidence-based practices. This involves understanding how people learn, the role of memory, attention, and emotions in learning, and designing experiences that are not only relevant but also emotionally stimulating.
TTEC developed a learning framework that emphasizes practice, with 30-40% of the curriculum dedicated to deliberate, hands-on practice.
"We believe that a curriculum has to be not only well-structured, but it's got to be evidence-based. It's gotta be grounded and not just relevant experiences relevant to the job, but also emotionally stimulating."
AI as an Enabler
AI plays a crucial role in augmenting learning experiences at TTEC. The organization has implemented AI-driven solutions to automate and scale practice activities, which are essential for skill development.
For instance, AI-enabled practice solutions have reduced the time required for agent certification from two days to two hours, demonstrating significant efficiency gains.
"The future is personalized, the future is adaptive, and AI is gonna be everywhere. It's gonna touch every single function, whether it's design, delivery, analytics."
Evaluating AI Technology
When selecting AI technology, TTEC uses a comprehensive evaluation model known as the 6E's, which includes criteria such as emotions, effectiveness, efficiency, and effortlessness.
The focus is on ensuring that the technology supports effective learning and aligns with science-based principles. Dominik stressed the importance of not just adopting technology for its own sake but ensuring it addresses specific business problems and individual career growth.
Future of Learning at TTEC
Looking ahead, TTEC envisions a future where learning is personalized, adaptive, and data-driven. AI will be seamlessly integrated into all aspects of learning, from design to delivery and analytics. The focus will be on developing human skills and creating a human experience that goes beyond traditional learning metrics.
By prioritizing a science-first mindset and leveraging AI as an enabler, TTEC is transforming the way learning is designed and delivered, ultimately driving better business outcomes and empowering employees.
Learn more about how Edflex Copilot can elevate your learning strategy.
