This week, I’m reflecting on how AI can be used for learning diagnostics and decision-making in educational spaces. Given that currently, the educational space I’m most familiar with is customer education for technical software companies, I’ll speak to that context.
AI has immense potential to revolutionize the field of customer education. I don’t think AI should fully own the capability of diagnosing a potential learner’s needs - that should be done through a full understanding of analysis of the company’s specific audiences and the goals the educational program is looking to solve. But I do think that based on an instructionally-sound assessment - or through surveillance and analysis of customer’s behavior in the software tools (such as looking at where people might be getting stuck), AI could recommend appropriate learning experiences for those learners. The real power would be in using AI to determine whether users are doing the tasks in the software that experts know are required for customers to have success with the program. However, it's important to be aware of the practical pitfalls that can arise when relying on AI for these tasks. AI algorithms are only as good as the data they're trained on, and if the data is biased or inaccurate, it can lead to incorrect diagnoses and decisions. For example, an AI might incorrectly categorize a customer as a beginner based on their interactions with the company's products, even though they may actually be an experienced user. However, this pitfall wouldn’t be as problematic with adult learners as it might be for a young learner in primary grades. It could impact the customer’s opinion of the product, ultimately leading to churn (lack of renewal). Privacy is the main ethical concern, although we all sign the end-user license agreements when we use a new software. The concern is that organizations are clear about what data is collected, as well as how it is stored and used. They also must be vigilant about protecting customer privacy. Companies need to be aware of the pitfalls and challenges as well as the benefits. For both the company and the customers, they can weigh the costs and risks against the potential benefits, just as with any other type of decision made in a company.
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AuthorMichele Wiedemer has worked in software as an "accidental instructional designer" for many years. She is currently completing the MS in Learning Technologies at The University of North Texas. This blog represents reflections on specific assignments in the coursework. Archives
February 2024
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