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ATD Case Study Team

“Learning initiatives are like smartphones. They can accomplish great things, but they don’t work for long without a charger.” That’s according to Marie Daniels and Emma Weber, who piloted an artificial intelligence–based chatbot to support learning transfer for a sales manager training program at Bayer, one of the world’s largest and most successful pharmaceutical companies.Daniels, the commercial learning lead for Australia/New Zealand at Bayer, supports a busy sales team. In addition to spending time in the field, the team’s managers must also maintain processes and ensure compliance.In her role, Daniels has always recognized that even with exceptional training sessions and workshops, the managers’ different responsibilities make it challenging to sustain the effort of transferring learning into behavior. That’s why Bayer was working with a supplier, ever–Transfer of Learning, to provide phone-based learning transfer coaching in support of leadership programs across Bayer Australia.Daniels had a strong relationship with Lever CEO and founder Emma Weber. So, when Weber shared her prototype for a coaching chatbot with Daniels in 2017, the latter saw it as an opportunity to incorporate a “charger” into Bayer’s sales manager training and development program. It would serve a similar purpose to the phone-based coaches in the leadership program while staying within budget. With the support of an influential senior leader already in hand, she proposed launching a pilot of the chatbot in a matter of weeks.

Bayer: Chatbot Coaching for Learning Transfer

St. Charles Hospital is a 243-bed community hospital and rehabilitation center. Part of the Catholic Health Services of Long Island hospital network, St. Charles has served the community since 1907.The hospital’s healthcare providers use Epic, an electronic health record system (EHR), to communicate patient information such as medical history, diagnoses, and treatment plans. The system contains a specific type of order for nearly every request, from medication to laboratory tests to patient care instructions. For the occasional note or request that does not have an existing order, healthcare providers use a nursing communication order (NCO), which is not routed through the system’s usual channels.In early 2015, NCO was changed to generic procedure order (GPO) in the EHR. It wasn’t long before Andrew Osso, the hospital’s Epic credentialed trainer, and Joan Grothmann, the hospital’s Epic operational lead, noticed that providers were using GPOs more frequently even when an order already existed in the system. This caused delays in patient care because the order, which frequently contained vital patient information, was often invisible to the departments that needed to view it. Osso and Grothmann implemented a performance support initiative to identify and educate providers who used the EHR incorrectly.

St. Charles Hospital: On-the-Job Performance Support to Improve Patient Care

Headquartered in Istanbul, Akbank is one of the largest banks in Turkey. The bank, with more than 800 branches, offers myriad banking services such as corporate and investment banking, private banking, commercial banking, and international banking. The bank’s more than 13,000 employees receive training through Akbank Academy, the organization’s learning and development institute. Due to the highly regulated nature of the banking industry, training is critical for Akbank’s employees to be current in the skills needed to perform their jobs.While the academy already provides employees with in-person and online learning offerings through its course catalog, the academy team sought ways to engage learners and improve learning metrics. In 2017, the team implemented a gamified learning management system (LMS) with features such as badges, points, and coins to encourage course completion, increase mobile app usage, and motivate employee learning.