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KPMG's LEAP includes an intelligent chatbot, built on Microsoft Azure QnA maker and Azure Bot services, that anticipates user needs and is prepopulated with questions and answers surfaced directly in the application to provide end user support. There is no constraint on the type, content of, or number of questions and answers that can be included. The intelligent chatbot allows for branched responses that can be drilled down by end users, providing complex and detailed responses including links to materials, additional resources, and support functions. LEAP’s intelligent chatbot provides better learning outcomes, improves learner satisfaction, and reduces support efforts and costs.
Risks
Right data models and ability to refine the chatbot and recommendations through active learning are needed.
Rationale
Workforce disruption is at unprecedented levels. New technologies and workforce models mean that workforce attrition is at an all-time high. In a recent research study conducted by KPMG, 94% employees said they would stay at a company longer if it invested in their career development. Despite advances in learning technologies, learners struggle to prioritize and rationalize content. KPMG's LEAP chatbot provides support to learners and engages them in the usage of the learning environment and enables interaction with content to lead to better learning outcomes and save service and support costs. LEAP utilizes a Q&A format to respond to learner queries and provide recommendations in the moment of need. The chatbot’s answers can be quickly and easily refined and expanded so support can be agile in addressing the evolving needs of users.
As-Is
KPMG LEAP is a cloud application that uses Azure QnA maker and Azure Bot services to find an answer from the customer knowledgebase configured for the instance. The user may ask questions on a course or content hosted or accessed through KPMG LEAP, their schedule or request services such as class enrollment and transcripts through the chatbot. The chatbot allows the user to ask branched questions, as well as multiple variations of the questions. Users can also access support services and initiate service requests using the chatbot.
To-Be
Combining insights from LEAP's chatbot usage with learner behavior in the application to provide more personalized recommendations for users and administrators. This will enable greater interaction with the application and provide self-service to reduce administrative costs, as well as time spent by stakeholders in administrative tasks. In addition, it will provide intelligence to administrators on user behavior markers that can be further used to improve the user experience.
Transformation Enablers
— KPMG LEAP chatbot provides direct access to reference content that may not be associated with any defined learning objects. This enables users to access knowledge at the moment of need in an expedient manner
— KPMG LEAP chatbot provides answers to frequently asked questions in a user centric format making it easier for the user to use natural language in their search
— KPMG LEAP chatbot provides answers to complex branched questions reducing the need for human intervention and enabling user self-service
Stakeholders
Learners, instructors, supervisors, learning administrators, and talent officers.
Business Process Model
To access the KPMG LEAP chatbot, you must be a licensed user of the platform and have an authenticated user profile in the system. A user can click the icon on the interface to launch the chatbot. The chatbot opens with some frequently accessed tasks and also allows the user to directly type in their question to get to the answer.