- The Hyundai Global Customer Experience Championship, working in partnership with Bridge LT to implement AI for the first time in in the history of the competition, hailed a success
- UK representative brings home prize following rigorous testing in several rounds of competition
- “AI has a promising future in the delivery of exceptional learning opportunities,” says Bridge LT CEO Vlad Shishkaryov
The Championship was structured to reflect real-life scenarios that sales or service personnel would encounter. In a departure from the usual format, Bridge LT proposed that the first of the three rounds of competition, the preliminary round, was to be set up to simulate a structured interview, with candidates answering questions using an app, tailor-made for the competition.
The technical challenges for the Bridge LT team were significant: 130 candidates speaking 20 different languages submitting answers to 25 questions via an in-app video function. These submissions were then uploaded, translated, transcribed and delivered to the judges to be assessed. To ensure all candidates were fairly represented, the team undertook rigorous testing and monitoring of the systems, providing 24/7 support throughout.
The technological architecture sitting behind the CXC is impressive, including Azure/Google cloud-based solutions, AI Cognitive services, BE - .Net Core, FE - React, and React native IOS and Android apps, all driven and supported by software development teams in the UK, California and Eastern Europe.
Brit Chris Donnelly, a Hyundai Sales Executive from John Mulholland Motors in Northern Ireland, was put through his paces in the Championship and emerged victorious in the Soft Skills/Role Play round, beating off stiff competition from around the world and winning $1,000 for his efforts.
All live role plays were recorded and uploaded to the Championship server, with all videos, along with translations and transcripts made available for judging virtually instantaneously.
“The technology used in this Championship has facilitated a fair, transparent judging process providing all candidates with a level playing field,” explained Vlad Shishkaryov, “because of this, candidates have a clear idea on areas for improvement, with the competition providing a springboard for further learning opportunities.”
Vlad pointed out that the implementation of cutting-edge technologies in Learning and Development requires a leap of faith on the part of clients. “We are fortunate to have the support of some brave clients that allow us to push the capabilities of the latest technologies currently on offer.”
The successful utilisation of AI in this Championship is just the beginning: “The tools, techniques and technology we have implemented here can be applied locally, nationally or even globally,” said Vlad, setting out his vision for the future of tech in Learning and Development, “This is an exciting space to be in with the pace of change accelerating. We want to see learning becoming more dynamic, immediate and inspiring, and these technologies enable that. The possibilities in this field are only limited by our imagination”
Bridge LT is sponsoring and exhibiting at the Learning Technologies 2019, where it will be discussing how the successful implementation and integration of AI into L&D can be achieved and the role the dedicated outsourced development team plays in its success.
To find out how AI-based and other technology solutions developed by outsourced IT teams in the UK and Europe could transform your Learning and Development function, please contact Bridge LT on +44 (0) 3330 119 683, info@bridgeLT.com.