Using Artificial Intelligence to Optimize Training Practice Activities

  • Heather Tompkins

Role play activities are a staple of many training programs. Although roleplays are effective as a practice exercise, they can often feel forced or stale. Imagine next-level roleplay that uses technology to assess how your delivery made your audience feel and identify where you missed cues or used off-putting language.

In this session, we’ll learn how some teams are taking away the guesswork by leveraging artificial intelligence (AI) to diagnose real human emotion in a safe practice environment. We’ll explore a case study of a customer service team who practiced and refined their customer interactions with AI to surprising results.

  • Date:Tuesday, June 4
  • Time:2:30 PM - 2:50 PM
  • Room:Learning Lab 2 - Longhorn D
  • Location:Learning Lab 2 - Longhorn D
  • Session Type:Learning Labs
  • Submitter Name: Heim, Katelin
  • Submission Date (CST): 16/01/2019 07:50
  • Session Level: Intermediate
  • Submitter Email:
  • Session Length: 20 Minute Micro-Learning
  • How are you planning on keeping the learners engaged during this presentation?: Dave plans to demonstrate the technology and have the audience participate as well.
  • Learning Objective 1: Understand how emotional intelligence data can inform the way your teams interact with clients.
  • Learning Objective 2: Discover what words and phrases in your dialogues elicit positive, indifferent, or negative emotions.
  • Learning Objective 3: Review real-world examples of teams using AI to transform their client experiences.
  • What is the topic your workshop will cover and how is it relevant to the industry?: This innovative technology is the first to provide access to emotional intelligence data like this and use it to improve training.
Heather Tompkins