As you watch the video, look out for these learning points:

• Use information about the Learning Needs to define the Context of Interactive Learning Conversations
• Use the Learner Persona to inform the role the learner and the virtual human character play in the conversation
• Set the scene in an authentic Context where learners would naturally apply the Skills in the conversation
• Adapt the Learning Objectives to the Context defined to determine the Conversational Goal for the Interactive Learning Conversation

To define the Context of Interactive Learning Conversations

→ it's important to reference these sections from the Experience Requirements Document:

• Learning Objectives
• Skills
• Learner Persona

In this example:

→ the Context is determined for an assessment conversation within a module that should last less than 20 minutes and include four different conversations.

Learning Objectives

• In this specific conversation, the Learning Objectives involve:
• identifying customer needs through strategic questioning in a customer service conversation
• and recommending solutions that complement the customer's lifestyle.

Skills

• In this example, we wanted learners to demonstrate Skills including: active listening, critical thinking, motivating.

Learner Persona

• The character representing the learner is Kenneth, a customer service agent for Epic Tech, a fictitious company specializing in sales of wearable technology in a store location.
• The scenario also addresses the learner's fear of dealing with difficult customers by including a challenging customer persona.

Context

• A customer service conversation with a customer.
• The conversation takes place on the sales floor, with each customer being assigned a customer service agent. The conversation starts after the customer and agent are paired.
• The conversational goal is for the learner to:
• understand the customer's interests,
• ask questions about their lifestyle,
• and recommend wearable technology solutions that best fit their needs.