The challenge

A large part of the Indian workforce remains unskilled, especially when communicating in English. Ever-expanding markets are replete with jobs that require individuals to have easily trainable skills relating to security, housekeeping, delivery and driving. The Indian youth is capable, but the problem eventually lies within the sphere of communication. Effective training could make an unskilled group capable. However, this training is cost-intensive, and expenses become increasingly prohibitive as the scale increases, such as in cases relating to large corporations with thousands of employees.

The answer was AI, and our client Vahan developed an AI-driven virtual assistant that helps field sales teams and frontline workers do better work at scale. To ensure a high adoption rate, their virtual assistant worked via WhatsApp. Training was underway over smartphones during breaks at work, on the road, and even at home at odd timings. It was very unlike the controlled environment of a classroom, and this level of variation in conditions brought about its own set of unique challenges.

Hureo was responsible for evaluating the effectiveness of this virtual assistant in training salespeople and frontline workers. With the intention to build improvements into their product, Vahan was looking to better understand the users, their environments, and challenges faced in the use of the product.

Our approach

We conducted an intensive usability study to understand the challenges faced while using the virtual assistant in the user's real environment. We also observed the integration of the training program with their work lives. Technology as a medium of learning was not familiar to many users, and our team studied this factor in depth.

Our team found out exactly how the product was used by the workers and the environmental constraints faced by them. The effectiveness of the training methods was assessed on predefined metrics. Covering these factors, we then devised a set of solutions and improvements that could make the training program more effective.