AI is rewiring how we learn, and it’s a game-changer for L&D— from chieflearningofficer.com by Josh Bersin
As AI becomes central to learner engagement, L&D leaders are being urged to fundamentally rethink corporate training, says global industry analyst Josh Bersin.
What are people really doing with ChatGPT? They’re learning. They’re asking questions, getting immediate answers, digging deeper, analyzing information and ultimately making themselves more productive. So, one could argue that simply by shifting to a “learn by inquiry” model, we may triple our value to the business.
From my experience, there are two main learning models in this industry. The first is “what you need to know”—linear or prescriptive things that every employee needs to understand about the company, its products and their role. This kind of content is well handled by existing L&D models.
The second, and far more important, is “what you’d like to know”—questions, curiosities and explorations about how the company works, what customers truly need and how we can each go further in our careers. Thanks to AI, this kind of learning is now explosive and transformative.
Imagine a sales rep who loses a deal. Naturally, they may ask, “What could I have done to be more successful?” A well-designed AI-powered learning system would take that question, give the employee an initial answer and chat with the individual to dig into the problem.
The system would then surface relevant sales training material and recommend videos, tips or case studies for help. And the employee, assuming they like the experience, would likely keep exploring until they feel they’ve learned what they need.
This “curiosity-based” learning is now possible, and its benefits extend far beyond traditional training.