Case Study – Coach M Chatbot

Powerful Self-Coaching Chatbot

THE CHALLENGE

The commercial learning team at a leading pharmaceutical company were keen to support behaviour change and sustain learning for a group of Sales Managers. Like many busy sales managers, they spend a significant amount of time with their people on the road. The company was looking for a new opportunity to support and optimise learning transfer ‘on the job’. A learning transfer chatbot approach was chosen for bothease and scalability. The Sales Managers could participate in their learning transfer anywhere, any time – be it at the airport, on their morning commute, or at a coffee shop.

THE APPROACH

We met the organisation’s challenge with our innovative, new AI chatbot; “Coach M”. Coach M is a powerful self-coaching chatbot that supports learners in creating behavioural change post learning via SMS or messaging platforms. It enabled the sales managers to slow down and reflect on their personalised learning commitments, and provided a structured process to review progress and set small achievable steps to embed the new behaviours. The Sales Managers experienced 3 “learning breaks” throughout the process, where they experienced two-way reflective conversations, tailored to their individual commitments, supported by a series of animated videos to dive further into common behavioural change blocks.

GROUP PROGRESS INCLUDED:

Improved confidence

Greater alignment across team

An increase in focus

An increase in the quality of coaching conversations

Each individual set three specific implementation objectives, and scored themselves on a scale of 1-10 at the conference, and then again at the end of their conversations with Coach M. The Sales Managers on average saw an improvement of:

%

Each individual rated the level at which they have achieved their objectives with Coach M versus if they had no support from Coach M. On average participants scored that they were this much more likely to achieve their learning objectives with Coach M than without Coach M:

%

“First line sales management is the most critical role in our business unit. Coach M is a key enabler for the continued development and effectiveness of our sales managers.”

–Business Unit Manager

This was the first time we had worked with AI and we were delighted at the depth of conversation that Coach M was able to facilitate. Participants genuinely connected with Coach M and used it as an opportunity to reflect, plan and take action. We were pleased to have 67% of participants complete all 3 of their Learning Breaks. 83% completed at least 2 Learning Breaks. Both of these engagement levels are a lot higher than standard technology based learning transfer solutions. Typically, in the industry engagement levels for learning transfer email nudges would be 80% completing session 1, 40% completing session 2 and 20% completing Session 3. Coach M is more personalised and personable than many other online transfer solutions. The bot is able to meet participants where they are at and respond appropriately, supporting performance outcomes and business results. Let us show you how Coach M could support learning transfer at your organisation.

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