On a recent project, we needed to develop a customer service eLearning course that could act as a live customer, i.e. accept natural language statements, process them, and respond accordingly. If you’ve ever developed a conversation-based eLearning course in the past, you probably created a limited set of questions and corresponding responses, each one branching out to a different slide based on the selected option. While this approach works in many situations, it significantly limits what the learner can “say” to a customer in the training. Here, because the learner should be allowed to freely structure her statements, the branching approach cannot be used. The approach we took was to create the core module in Adobe Captivate 2017 and link it to the AI engine.
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