Radically Reimagining Systems Training at Verizon

For almost a decade, Verizon’s Global Learning & Development team has searched for more authentic, cost-effective ways to prepare new hires and embedded learners to navigate complex business systems and associated processes while delighting their customers. <br> <br> Verizon’s Learning Technology Team scoured the marketplace to find that no single solution exists to holistically solve this complex problem. Therefore, a reimagined solution was created combining five separate elements into a seamless and immersive experience that begins in new employee and agent onboarding and carries through to reinforcement opportunities and guided performance support on the job, in the flow of work. <br> <br> The reimagined solution leverages the power of AI and RPA, including a robust, high-fidelity simulated replication of the production process paired with a conversational chatbot (using natural speech or text) which is orchestrated by Hybrid-Attended Robotic Process Automation (HA-RPA) for asynchronous or classroom training. <br> <br> Speakers: <br> •Christy Bratton Jones, Director, Verizon <br> •Karl Sonta, Associate Director, Verizon