Chapter 11: Employee Training and Technology

A survey conducted by the Harvard Business Review revealed that 22% of 2,100 survey respondents associated AI with the word “robots” (Gaines-Ross, 2016). This is further exemplified by Hollywood blockbusters and the myth that AI is only related to robots. However, “artificial intelligence (AI) refers to the simulation of human intelligence in machines that are programmed to think like humans and mimic their actions” (Frankenfield, 2021). Advanced AI will be able to more accurately mimic human intelligence to achieve the goals of learning, reasoning, and perception (Frankenfield, 2021).

AI is used throughout a range of industries and many organizations have already started adopting the use of this technology to enhance the customer/user experience. For instance, Amazon collects customer data based on purchasing patterns and searches to predict what the consumer will buy next (Marr, 2019). Not only does Amazon have a strong AI presence online, but their brick-and-mortar stores are using it as well. Amazon Go shops in the U.S. track what consumers pick up off the shelves and automatically charge the purchases (Marr, 2019). This is just one of many examples of how AI can be used to mimic human intelligence and improve the customer experience.

Key Takeaways

  • Understand the difference between deep and machine learning.
  • The benefits of using e-Learning from an organizational perspective.
  • How to measure the effectiveness of e-Learning.
  • The role of learning management systems and functions within an organization.
  • Gagné’s types of learning styles and how AI plays a factor.
  • The complexities of AI in fairness/equity.
  • Standardizing learning processes and training with AI.
  • How AI can be used to minimize human bias.
  • How varied demographics in the workplace can be used as an advantage in training with technology.
  • The challenges of using AI in training with varied demographics.

Authors: Ivan Au, Carlos Liu, Maria Obaid


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People Learning and Development Copyright © by Monica Affleck is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License, except where otherwise noted.

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