Project: Handling Customer Service Complaints
Revolutionizing Scenario-Based Learning with AI-Driven Conversations
How can scenario-based learning be more engaging and effective? Imagine an interactive experience where learners practice handling customer complaints in real time, receiving immediate AI-driven feedback.
This AI-powered learning activity is a section of a Handling Customer Complaints module. Learners engage with simulated angry customers, respond using best practices, and receive instant feedback from ChatGPT, which evaluates their responses against four key customer service components. Each interaction provides a unique, dynamic experience, allowing learners to refine their approach with every attempt.
Key Features and Innovations
Conversational AI Integration – Learners engage with realistic AI-driven customers, improving decision-making and communication skills.
Real-Time Feedback and Adaptive Responses – ChatGPT analyzes learner input and provides constructive feedback tailored to lesson objectives.
Scenario Variability – Each attempt generates a new customer response, reinforcing problem-solving and adaptability.
Secure AI Implementation – A custom-built backend server protects the ChatGPT API key, ensuring safe deployment.
Visual Engagement – Synthesia.io-generated avatars bring customer interactions to life for a more immersive experience.
JavaScript Integration with Storyline 360 – Seamlessly connecting Storyline’s user interactions with ChatGPT to deliver AI-driven responses directly in the course.
Skills Demonstrated
Advanced Prompt Engineering – Extensive testing and refinement of AI prompts to ensure responses align with training objectives.
AI-Powered Learning Design – Leveraging generative AI to create interactive, engaging, and personalized learning experiences.
Scenario-Based Instructional Design – Developing branching conversations that simulate real-world customer interactions.
Backend Development and API Security – Creating a secure server to manage API interactions, ensuring safe and scalable deployment.
JavaScript Development – Writing and optimizing JavaScript code to send learner inputs from Storyline 360 to ChatGPT and retrieve responses dynamically.
Iteration and User Testing – Refining AI responses based on learner interactions to improve accuracy, clarity, and effectiveness.
This project showcases my ability to combine cutting-edge technology, instructional design principles, and AI innovation to create impactful, results-driven training solutions.
Transforming Case Studies into Interactive AI Conversations:
A Gender Awareness Simulation for Future Counselors
Project Overview
This interactive scenario was developed for a Master’s-level Human Sexuality course, designed for future counselors and therapists. The lesson focuses on gender identity and the challenges transgender individuals face in healthcare settings.
Traditional case studies often present information in a passive, observational format. To increase engagement, empathy, and practical application, I transformed the static case study Call Me By My Name into an interactive conversation, allowing learners to engage directly with the transgender individual from the case study using ChatGPT-powered dialogue.
Key Features and Innovations
Conversational AI Simulation – Learners interact with an AI-driven character based on the real-life case study, engaging in realistic discussions.
Empathy-Building through Dialogue – ChatGPT provides real-time responses that mimic a real conversation, helping learners explore the emotional and psychological impact of misgendering, identity invalidation, and healthcare discrimination.
Personalized Learning Pathways – Responses are dynamically generated based on learner input, allowing for unique, evolving conversations.
Scenario-Based Learning – The AI adapts its responses based on whether the learner follows best practices for inclusive and sensitive communication.
JavaScript Integration with Storyline 360 – Learner responses are processed via JavaScript, sending inputs to ChatGPT and retrieving customized feedback within Storyline 360.
Data-Driven Impact Assessment – Student perceptions and learning outcomes were analyzed using a Qualtrics post-assessment survey, demonstrating the effectiveness of AI-driven case study transformation. View Survey Results.
Skills Demonstrated
Conversational AI Development – Using ChatGPT to create meaningful, real-world dialogue simulations.
Scenario-Based Instructional Design – Converting passive case studies into engaging, interactive learning experiences.
Advanced Prompt Engineering – Crafting nuanced AI prompts to ensure accurate, context-aware responses.
JavaScript and API Integration – Implementing JavaScript in Storyline 360 to connect learner input with AI-generated feedback.
User Experience Design – Structuring interactions to ensure an intuitive, impactful learning flow.
Assessment and Evaluation – Analyzing learning effectiveness through post-activity surveys and qualitative feedback.
This project bridges the gap between theoretical learning and real-world application, preparing future therapists and counselors with a deeper understanding of gender identity and the lived experiences of transgender individuals. By integrating AI-driven interactivity, the lesson elevates engagement, fosters empathy, and equips learners with essential communication skills for their professional practice.
Want to learn more about the course? Click on the links below.
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