The AI Masterclass
The Project
Project Details
Create a learning program that explores the transformative potential of generative AI in revolutionizing knowledge management practices.
Participants should gain a comprehensive understanding of how generative AI can accelerate the creation of a knowledge base, improve information accuracy, and enhance the overall user experience.
The central focus of the course is on prompt authoring, the art of crafting effective instructions to guide generative AI models. Participants should learn practical techniques for developing prompts that elicit accurate, relevant, and trustworthy outputs. It also emphasizes the importance of human expertise throughout the process, ensuring that AI-generated content is reviewed for accuracy, completeness, and alignment with business objectives.
Why Was This Necessary
The AI and knowledge management market is stacked with impressive products and experts, and eGain needed to stand out from the crowd as a definitive source of insight on these subjects. As part of phase I of this project’s development, the courses were to be made available internally to ensure all employees understood the fundamentals and best practices about creating and using AI prompts, as well as gather feedback for additional improvements before releasing to the public.
Team Members & Roles
Loraine Andaya-Miguel | Trainer & Project Lead
Ariel Feist | Instructional Designer & Video Editor
John Wise | Instructional Designer & Video Editor
Angella Irebarria | Instructional Designer
Rebecca Khan | Trainer & Instructional Designer
Timeline
3 Weeks
Challenges
Timeline
The expected turnaround for what was required in this project was extremely short, and it was the primary challenge our team faced in creating the learning path. To meet the deadline, some of the material that we used was repurposed training content that had been used at a recent company conference. This included content that was created by Loraine Andaya-Miguel, Rebecca Khan, and Angella Irebarria, as well as recorded speeches given at the conference that had to be presented in a new format.
SME Availability
In addition to the tight timeline was the availability of our subject-matter experts. Some of whom were unable to provide their own recordings for the video sections of the courses, so we had to come up with some creative solutions to get around their absence during this production process.
System Operations
A key portion of the learning path that ensured it was both educational and effective at instilling its lessons was the interactive lab sequence. Users needed to be able to perform the tasks that were assigned, which required access to a working version of the product. Since this version of the product was still deep in development and we wanted to make sure as many people as possible were testing it, we used a rather unstable release that required numerous meetings with product managers to troubleshoot before it was launched internally.
What Was Delivered
Phase 1
A total of four instructional modules, an interactive lab, and a 20-question final exam were created to build Phase 1 of the learning path.
I was responsible for two of the modules, testing the lab, and creating the exam.
Instructional Module | “Knowledge-Backed Generative AI for Customer Service”
The course I was responsible for was one in which we ran into issues getting time from the subject-matter expert (SME). We would have preferred to have had the SME record his material, which I could then have cut up into a video presentation and created the additional content within the course.
However, he was never available within our timeline, so I took the transcript from his previous presentation at the recent conference, edited it, trimmed it down, and changed some of the language around to be more suitable for use within a course. I then recorded my own narration of the script and combined it with the visuals of his presentation to make videos. With the assistance of AI, I created summaries of the videos and added the key pieces of information to the course to ensure that the fundamentals of the course were visible somewhere, in case a user did not see the closed captions in the video or hear the narration and retain the information.
All this content was then assembled in an Articulate Rise course, which was then published as a SCORM file and then uploaded to our learning management system where it was added to the AI Masterclass learning path.
Lab Testing & Final Exam
A majority of the lab module was created by Angella Irebarria in Articulate Storyline, which had the instructions on how to perform the tasks. I edited some of the material in an Articulate Rise course, as well as performed the checklists in a test system to ensure the process was correct and the information was clear.
The final exam consisted of questions based on the key points and takeaways from the different instructional modules. To keep the experience consistent, the other instructional designers included key points in their courses that summarized important topics from the embedded videos from SMEs. These summaries I then used to phrase the questions and answers for the final exam. In order to pass, a learner needed to score at least 80%.
Lessons Learned
The key challenges we faced in the process of developing the AI Masterclass forced us to think on our feet about viable solutions. When it came down to just a little more than a week left to deliver the project, and we still hadn’t gotten any material from our unavailable SME, I suggested that I cut together the videos with my voice as a part of our Phase I delivery and that we could replace it with material from the SME in a later phase when we had more time. If we had waited much longer, editing the videos would have taken too long, and we would have missed our initial deadline. Having these backup plans in place clearly made the team feel a lot better and everyone was able to approach the task with more confidence.
Samples
The version of the AI Masterclass I worked on was not released to the public. To hide any proprietary information, access to the samples requires a password. I will provide a temporary password upon request for an interview.
“Knowledge-Backed Generative AI for Customer Service” Course
The instructional course to cover key concepts about using generative AI in a customer service business.
Course created with Articulate Rise. Videos created with Camtasia.
“Creating AI Prompts” Course
A course that demonstrates how to perform the various tasks that are discussed in the other modules using the eGain application.
Course created with Articulate Rise
Lab Example Slide
A portion of the project that was used to create the interactive lab.
Created with Articulate Storyline
Let’s Connect
I’m here to help and offer my expertise as a technical writer and instructional designer. If you need assistance with your documentation or learning management system, please feel free to reach out.