THE COMPANY

 

Skillfully is an online upskill platform for working professionals seeking to transition into a brand new career.

 

From interactive learning sessions to intelligent hiring processes, they embrace cutting-edge technology to transform digital learning and career development.  

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THE CHALLENGE

Training recruits with in-field skills

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Enterprises hiring new talents for customer service often dedicate at least six months of field training during onboarding. This has been the traditional approach for quite a long time. Today, online training is gaining traction and Skillfully knew it was time to transform this process. 

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For Skillfully, the key requirements were to

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a) Build AI agents to train new recruits with “field training”

b) The training must include real-life customer service situations

c) The agent must be tailored to different industries. 

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To better scale learning, they imagined  AI virtual assistant chatbots trained to “roleplay” with trainees; playing the “good” and “bad” customer to help fill in the gaps in human resources. 
 

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THE SOLUTION

“Role-playing” AI assistants 

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Focusing on Skillfully’s vision, our team built two models - an "actor" model to play the part of a real client and a "critic" model to refine the actor model’s responses.  

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The two models worked in unison to design unique and rewarding real-life scenarios for trainees. Our chatbot demonstrates customer reactions ranging from the delivery of positive remarks to defiantly hurling negative outbursts.

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Working hand in hand with Skillfully, we succeeded in developing an AI assistant that could be customized to meet the training standards depending on the industry. 

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