About Pascal and why chatbots for internal knowledge transfer:

Pascal Rosenberger is co-founder & managing director of the startup eggheads. Eggheads offers companies solutions with which they can train and inform their employees. Chatbots are now also a new addition. “The chatbot hype has infected them too.” Pascal is particularly enthusiastic about chatbots because the language is the interface here. According to the eggheads founder, technology and language come together in chatbots and this is particularly interesting with a background in communication.

What does internal knowledge transfer with chatbots look like at eggheads?

“The best way to understand it is to see it. It’s difficult to explain in a podcast or article,” says Pascal Rosenberger. Learning feels like WhatsApp or Duolingo. As a user, you interact with a rule-based chatbot. This then guides the user through the process and provides them with the knowledge they need for the job in quick, simple, short snacks.
You can use the bot for onboarding new employees, for example. The employees have to learn a lot of new things at the beginning, then a chatbot comes along and teaches the users what they need to know in 2-3 minutes in order to get off to a good start. This could be information on how I can apply for vacation days or what the parking regulations are.

Buttons vs. free text?

With their first chatbot, a digital course advisor, the eggheads team found that many branches become very complicated very quickly. AI (artificial intelligence) gets you a long way, but it still often feels difficult. You have found that it is easiest if the conversation remains closed or guided and the user is only provided with reply buttons.

When imparting knowledge, you have an expert and a learner. The chatbot is then the expert who guides the conversation and imparts knowledge. An open conversation only makes limited sense in the context that the learner does not know what anyone does not know or what questions they should ask.

Why chatbots and not another medium such as video?

A chatbot can be used particularly well to break up a topic and make it more informal and entertaining. In a chatbot, for example, you can integrate emojis, GIFs and videos, which breaks up the whole thing and makes it more pleasant and entertaining to use.
Then you can go forward step by step, the user himself determines how fast he wants to go forward and he is interactive the whole time.
The company can convey its content in such a “tasty” way, make it interactive and thus guide people to the end and get the knowledge across.

Advantage: repetition; after 6 days you have forgotten 80% of what you have learned in frontal teaching. A chatbot can always present the topic in small bites over a longer period of time and the knowledge therefore remains more present.

Success story of chatbots for internal knowledge transfer

eggheads works together with a Swiss insurance company as a partner. In a trial period, 80% of people who started chat-based training completed it. By way of comparison, only around 10-15% of standard e-learning courses, which are not mandatory, are otherwise completed.
Users were able to actively recommend the experience to colleagues, with a recommendation rate of 75% and an NPS of 72%. Qualitative feedback from employees in the company: Simple, quick, I can do it anywhere, it’s fun.

The chatbot is a simple, mobile, short and interactive channel – and is suitable as a microlearning solution. Well suited for fact-based knowledge.
To determine success, the eggheads solution provides a simple proof of performance. This can take the form of a quiz or certification, for example.

By the way, this article also explains the topic of chatbots for knowledge transfer in great detail.

Where to start when it comes to chatbots for internal knowledge transfer?

According to Pascal, it’s not rocket science. First of all, a few questions need to be answered: Which person should have which knowledge/content? How can this be broken down into chunks?
It becomes easy when you imagine that you are sitting at a table with someone and have to explain something. This dialog is then written down and used to develop the chatbot dialog.

Is it possible to connect the system?

Every company already has its own solutions in place. The eggheads solution is integrated into the existing ecosystem via interfaces.

It’s best to listen to the podcast episode with Sophie Hundertmark and Pascal Rosenberger for yourself. Have fun![vc_empty_space height=”40px”]

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