David Livingston

Executive Director, Health Plan Workforce Development, Kaiser Permanente

David Livingston is the Executive Director for Health Plan Workforce Development (HPWD), serving Kaiser Foundation Health Plan. HPWD is comprised of five teams that support People Strategy for Marketing, Sales, Service & Administration. Under David's leadership, HPWD launched a Mental Health First Aid training program, in 2017. Recognized by the National Council for Behavioral Health as the largest corporate awareness program to date, more than 5,000 KP employees have received training and further expansion is underway. David holds an MS in Information Systems from American University and a PhD in Education from Capella University.

12:00 - 12:45 PM ET

Wednesday Nov. 18

Using a Chatbot for Training Reinforcement

Once learners leave a training experience, how do you help them remember what they learned and apply it on the job? This challenge not only includes the natural forgetting that happens with learners but the added dynamic of how to engage a learner in the flow of work with training prompts and reminders.

In this session, you'll learn how one major healthcare organization decided to try a new approach to tackle training reinforcement—one that took advantage of the ever-present smart phone and chatbot technology. This healthcare organization created Coach Grover, a chatbot that engaged participants after a performance coaching workshop. You'll see how Coach Grover was designed to proactively reach out to participants via SMS with reminders and quizzes in a fun, interactive way. You'll see what the overall engagement statistics were like as well as see feedback from participants themselves. You'll get a clear sense of the resources and skills needed to execute this project including how many team members were required. You'll leave this session with an appreciation for how chatbots work and how they can be designed to proactively engage a target audience in a way that is both pleasing to the learner and satisfying to the organization by delivering a solid ROI.

In this session, you will learn:

  • What a chatbot is and how it works
  • How a chatbot can be used to reinforce learning
  • To identify common use cases for chatbots for learning
  • Best practices for authoring and setting up a chatbot

Technologies/platforms/devices that will be discussed:
Mobile Coach

Target Audience:
Designers, developers, managers, senior leaders