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How to Train Agents With Different Learning Styles Using AI

Train Different CX Agent Learning Styles with AI

Training customer-facing agents with AI takes into consideration the diverse ways that your team members learn and absorb information. As per Neil Fleming’s VARK model, learners are categorized mainly into three types: visual learners, auditory learners, and kinesthetic learners.

Each category has a specific approach to learning and training these different types of learners demands a customized approach for each. This is exactly why AI training tools are extremely topical today for customer service training.

Research supports this approach, with a 2021 report by IBM indicating that AI-driven training programs can enhance knowledge retention by up to 40%. This is owing to personalized learning experiences.

The same study highlights that businesses adopting AI in their training programs have witnessed an increase in productivity by 50%, validating the significance of customized training approaches tailored to individual learning styles

What could this tell customer service leaders? To maximize effectiveness, training programs and learning resources should incorporate diverse learning methodologies.

Understanding Modern Learning Styles

 

Based on data collected via the Standard VARK Questionnaire between September 2022 and August 2023, an impressive total of 1,048,292 individuals filled out the questionnaire, implying that the learning preferences based on the VARK model are gaining traction. Screenshot 2024 01 25 at 12.05.26 PM

What Are the Different Learning Styles?

 

  • Visual learners benefit from seeing information. They can greatly improve their customer service skills through AI-driven programs that provide infographics, flowcharts, or diagrams. By visually presenting a detailed knowledge base, they can improve their communication skills by understanding complex customer service procedures and concepts. Visual auditory tools like instructional videos or presentations shared across various platforms, even social media, can cater to this group of learners effectively.
  • Auditory learners absorb information best through hearing. To train such learners, AI can create simulation call scenarios or voice-integrated lessons. They can listen to these lessons repeatedly, understanding customer expectations and the key aspects of delivering effective customer service. The use of AI-driven voice bots can help in this training, providing repetitive and consistent auditory lessons improving the learning curve of agents.
  • Kinesthetic learners, on the other hand, learn best by doing. They gain knowledge by experiencing or practicing what they are taught. For such learners, AI can create interactive scenarios or role-playing simulations where they can practice interacting with customers. These real-life simulations lead to the development of soft skills, crucial for ensuring great customer service.

Explore now: Learn more about how Zenarate AI Coach is using Human-center AI Simulation Training to help develop top-performing agents – a comprehensive customer service training solution for every learning stlye.

Adopting such an informed and adaptable training strategy – as outlined in the VARK model- especially within customer service roles, achieves higher training efficacy, lesser learning curve, and ultimately, improved customer service.

Catering to Different Learning Styles with AI Tools

 

learning style 1 e1706209952997AI tools have changed how different learning styles can be supported in fields like customer service training. Take these examples for instance. Listed below are 3 illustrations of how AI has the power to impact each learning style.

Visual learners:

  1. AI tools can provide visual aids such as diagrams, charts, and infographics to help visual learners understand and retain information better.
  2. These tools can also offer interactive visual simulations and virtual reality experiences, allowing visual learners to engage with the content in a more immersive way.
  3. AI-powered image recognition and object detection can help visual learners identify and categorize visual elements more efficiently.

Auditory learners:

  1. AI tools can convert text-based information into audio format, allowing auditory learners to listen to the content instead of reading it.
  2. These tools can also provide voice-activated assistants that can answer questions and provide explanations verbally, catering to the needs of auditory learners.
  3. AI-enabled speech recognition and natural language processing can help auditory learners analyze spoken content more effectively to identify strengths and weaknesses and improve their communication.

Kinesthetic learners:

  1. AI tools can provide interactive and hands-on learning experiences, allowing kinesthetic learners to physically engage with the content.
  2. These tools can offer virtual labs, simulations, and games that require physical interaction, helping kinesthetic learners understand concepts through practical application.
  3. AI tools can generate personalized learning activities and exercises that involve physical movement, like typing responses to customers, ensuring that kinesthetic learners receive training in a format that suits them best.

Overall, AI tools have the potential to revolutionize corporate learning programs by catering to the unique needs of visual, auditory, and kinesthetic learners.

AI Tools that Work for Different Learning Styles

 

By providing personalized and adaptive learning experiences, these tools can enhance comprehension, engagement, and retention for learners of all types.

For Kinesthetic Learners:

  1. Articulate 360: This AI-powered course creation tool offers interactive training modules, including the creation of role-plays and scenario-based training activities that help kinesthetic learners learn by doing.
  2. Zenarate: Our AI Simulation tool provides scenario-based training, helping kinesthetic learners to practice real-life customer service situations and improve their performance. This approach, however, reaches into every learning style. And we’ll delve more into this in the following section.

For Visual Learners:

  1. MindMeister: This AI-powered tool can be used to create interactive mind maps and charts, helping visual learners internalize complex customer service processes.
  2. Canva: Canva’s AI governance system provides an amazing platform for creating infographics, charts, and visuals to illustrate customer service concepts.

For Auditory Learners:

  1. Rosetta Stone: Offering an AI-driven language learning platform, it can help agents improve their communication skills in various languages.
  2. Otter.ai: A smart note-taking and transcription app that can help auditory learners to review and summarize customer service training sessions.
  3. Responsive Voice-Text-to-Speech: This AI tool converts text into speech, providing auditory learners with an option to listen to vital customer service concepts and procedures.

Overall, AI’s ability to offer flexibility in training methodologies ensures all agents can enhance their customer service skills and deliver great customer service. And there is one tool that does it all.

The AI Tool for Every Learning Style

 

As a holistic AI training platform, Zenarate caters to all types of learner’s needs. It focuses on improving soft skills, especially for customer service teams, by employing various techniques involving visual, auditory, and kinesthetic learning.

  • During simulation training, Zenarate can help for visual Learners, visualize and break down complex concepts into simpler terms. The platforms provide a customized dashboard of customer data and best and required practices. These resources can help the learners to grasp these ideas better and serve as an excellent knowledge base.
  • Auditory learners can hear good customer service examples, understand customer expectations, and compare them to their own call recordings. This helps them learn problem-solving skills and ensures that everyone on the team delivers high-quality service. Additionally, Zenarate AI Coach capabilities analyze voice tone and provide accurate, real-time feedback to the recipient. This enables auditory learners to use their preferred learning style while enhancing and the importance of tone in communication.
  • For Kinesthetic Learners, Zenarate makes use of AI to create practical, scenario-based role-plays for engaging and hands-on learning. It provides a realistic, immersive environment which allows these learners to simulate real-life customer interactions, helping them to embody the process of delivering great customer service from end-to-end.

In essence, Zenarate serves as an all-in-one AI-powered Simulation training tool that accommodates all learner styles, making it a powerful addition to any customer service training program.

Wrapping Up

 

As leading providers of customer service training technology, we encourage using the appropriate AI-tools for specific learning styles. It boosts the efficiency of the customer service training program but can also drastically improve your agents’ problem-solving, interaction, and communication skills.

 Explore our customer service knowledge base! From blogs, articles, and white papers to podcasts, webinars, and reports, we have resources that support you in improving exceeding customer expectations – a hallmark of great customer service.

"As an innovative marketing specialist with 5+ years of driving brands to the next level, I am committed to bringing Immersive learning to the forefront of employee training programs across contact centers globally."

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