Upskilling with Empathy—Digital Humans vs. Video Training

Costly and inefficient training are pain points for managers. According to the Accenture Immersive Learning Survey, more than 90 percent of executives agree that employee training methods need to be more effective and efficient.

Many companies invest in comprehensive training programs delivered primarily via video tutorials or interactive text-based modules so that employees complete the training at their own pace, balancing it with their daily responsibilities. However, lengthy, boring videos that cover complex concepts without sufficient context or examples can be too challenging and monotonous. And interactive text boxes designed to simulate decision-making scenarios that employees might encounter can be too generic and fail to accurately reflect the nuances of the company’s operations.

As a result, employees disengage. They forget. Fast. Accenture reports that typically, learners forget 70 percent of the content within 24 hours. One reason may be that one-way communication formats like video offer the experience of being talked “at,” not talked “with.” Conversely, role-playing unlocks the keys to knowledge retention and skills learning by compelling employees to actually think through a situation, get real-time feedback, and prepare for a future interaction.

Scaling with GenAI

Learning new skills while watching a video or filling out a form is not how the real world works. Without a live trainer to interact with, employees who struggle with concepts can’t get help or clarification in the moment. The inefficiency of video and text-based training underscores the importance of interactive and context-specific training approaches, especially for complex systems and content, and when it comes to applying that new learning. People need to practice to get better. Training is best face-to-face, with lots of role-playing and empathetic feedback.

But how to scale? Generative artificial intelligence (genAI) gives us some answers. Platforms such as LinkedIn are getting in the game with LinkedIn Learning, which offers a  “learning coach.” The coach is a chatbot, potentially useful for helping to develop soft skills or for providing information. Chatbots for learning are a good first step, but now advances in genAI can take this concept for training and education much further.

Enterprises are taking advantage of digital human avatars powered by genAI that are programmed to teach, coach, and interact naturally and intuitively, providing real-time support, offering clarification, insight, tips, and encouragement to individual employees. These avatars are human-like, and studies show they can meet more of our emotional needs. Most importantly, this type of role-play allows for practice in a safe, non-threatening way.

Does It Work?

Results so far have been promising. Digital human training coaches achieve effectiveness scores of 95 percent, compared to 78 percent for traditional, text-based learning and development (L&D) methods. Meanwhile, near-to-total recall of the training information jumps from 44 percent to 82 percent.

The implications for training and performance feedback are far-reaching. Think about how companies with large, disparate sales forces selling complicated products and solutions can learn how to interact with various types of people. Training needs to address soft skills—such as the ability to read other people’s cues, to actively listen, and not to take rejection personally.

Making training and education more human is one thing genAI can do efficiently and with humanity. Delivered through life-like avatars—digital humans—it can help people develop the skills necessary for success such as curiosity, patience, and empathy.

Here’s how they can do it:

1. Enhance soft skills through simulation. There are lots of different people in the workplace. For some, interactions can be challenging. AI can simulate interactions with different “types” of personalities—from the compliant to the critical, offering more dynamic learning than videos or text. It evaluates soft skills, such as handling objections or dealing with anger and fear, and teaches techniques to mitigate stress responses. This approach, superior to voice or text alone, incorporates guidelines and observes reactions, improving emotional intelligence and interpersonal skills.
2. Implement judgment-free communication techniques. Digital human coaching is suggestive rather than prescriptive, leveraging the non-judgmental nature of human-to-computer interactions to ease user discomfort and negative emotions. This approach is supported by numerous psychology studies indicating that individuals, especially the lonely, find solace in chatbots because chatbots respond, they don’t judge. AI-generated characters advance this concept by mimicking human conversations more closely.
3. Personalize performance feedback. Collected data informs and allows for real-time assistance. AI offers feedback and identifies performance strengths and areas that need improvement. Managers can leverage this data for targeted, hands-on training, ensuring team members receive the support they need.
4. Build confidence that’s inspired by comfort and trust. Eye-to-eye contact is extremely important because our brains are hardwired to connect through non-verbal means. Generative AI can mimic human emotions (such as looking pleased or surprised). The result is that they build trust with trainees and provide performance feedback, encouraging them to practice and improve.
5. Reduce bias through diverse choices. In-person training often carries the limitations of the trainer’s inherent biases and might not resonate with everyone. A genAI trainer, however, can embody a diverse range of cultures, races, languages, ages, and genders, allowing trainees to select a digital coach they’re comfortable with. Additionally, AI can simulate various target audiences, enhancing the training’s applicability in real-world interactions.

A Forward-Thinking Approach

In today’s remote and hybrid work settings, genAI—including digital humans—offers executives innovative strategies for scaling new employee onboarding and reskilling workers in dynamic industries. Integrating AI with human-like qualities to fulfill emotional and training needs represents a forward-thinking approach to enhance workforce development and readiness.