By integrating advanced AI tools and standardizing training workflows, TTEC transformed a disjointed training development process for associates into a high-performance engine of efficiency. This strategic shift leveraged automated intelligence to accelerate delivery times while ensuring consistency and performance.

Challenge

A major healthcare payer was hampered by manual, siloed processes that prolonged training development timelines for associates. Lack of standardization led to inconsistent messaging across teams and lines of business while inflating operational costs.

The company’s manual processes made it impossible to scale training to match the pace of change on its CRM platform, which included 160 software updates in one year’s time. New CRM functionality and features (plus vital software fixes) stretched contact center associates’ ability to keep up.  

The challenge stretched beyond learning new ways to work. Associates needed to unlearn and abandon familiar motions they’d already mastered.

Our solution

TTEC implemented a comprehensive suite of AI platforms to automate time-intensive training development tasks. Key solutions included:

• Intelligent ticket reviews
• AI-driven analysis to streamline feedback and compliance checks
• Video- and audio-generation tools to accelerate content creation

Using AI-assisted drafting and editing solutions, our Learning Design team standardized workflows and training recommendations that previously were managed through individual emails, a less efficient practice prone to error and inconsistency.

Freeing up time through automation enabled our instructional designers to focus their energy and resources on impact and quality.

Results

The transition to an AI-enhanced model delivered significant, measurable performance improvements including a 41% reduction in training development time (from average of 61 hours to 36 hours per training release). This productivity win accelerated speed-to-proficiency for both new hires and steady-state associates, those tenured employees consistently performing at or above target. 

The time instructional designers spent reviewing CRM updates and conducting user acceptance testing (UAT) dropped by 30%.

Preparing and sending recommendations to the Operations team is an essential step performed faster with help from AI, which synthesized data into actionable insights. A full three minutes were shaved off the task that typically took 14 minutes to complete, for a time savings of 21%.

All told, up to 70% of training development tasks — from ticket reviews/tracking and video creation to training module development and version control — were supported by AI platforms, laying the groundwork for future innovations in personalized learning and process automation.