This assignment poses three questions related to using diagnostics and decision-making.
Question 1 Given what you understand about how AI can be used for learning diagnostics and decision making in educational spaces, how do you think educators and administrative staff should employ it and why? The Director of Hubspot Academy recently said in a community discussion that one of the most popular topics with Customer Education leaders is the evaluation of success of their programs (Sembler, 2023). I agree with her point that it’s important to be very clear about what you are trying to accomplish. Where Customer Education differs from other domains of education is that usually evaluating the impact for learners is secondary to evaluating the impact on the business. It’s not that learner outcomes are not important. But for a domain that constantly needs to prove its value to other functions of a business, it doesn’t matter what learners know or can do if it doesn’t support the business goals. However, the two are intertwined. If I have a customer who submits too many support tickets because they didn’t go to the onboarding training, the business is not reaching its goals by providing that onboarding training. The learner hasn’t reached the outcome, but the business hasn’t either. Question 2 What are potential practical pitfalls with relying on AI for these tasks? AI for diagnostics in this context could be a great time saver and simplify making the connections between what, when, and how customers learn and the impact that has on their product adoption, expansion of licenses, and renewal of subscriptions. The pitfalls include potential problems similar to other domains of education, like having biased or incomplete data. The biggest pitfall, though is getting the buy-in from the business for investing in developing this capability. Question 3 What are potential ethical challenges with relying on AI for assessment tasks? Assessments are a different issue. There is a broad range of interpretation of assessment in Customer Education. Some companies have exams for certifications, some do not. I doubt the quality of the exam (developed and delivered) is consistent from one company to the next. In general, I would lean on the aspects of responsible AI to answer this question. I would want to know that the AI assessment is trustworthy, especially of keeping the data private. I would want to know how the AI made its determinations so that I can very its accuracy (and provide the details for any learners with complaints). And I would want to know that the AI is following our laws and regulations and not harming anyone. References Sembler, C. (2023). Evaluating Success: Learner Data vs. Business Metrics. [Post] Customer Education Community.
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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
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