AI Learner Support gives learners instant, intelligent guidance about their assessments, enrolments, and course content, all drawn from your organisation’s own curated knowledge base.
Integrated with the Help Requests feature within the Learner Portal, it allows learners to chat with AI to clarify complex concepts and ask questions directly within their portal, while still retaining the option to reach out to their trainer whenever they need a personal touch.
Key benefits include:
- Provides your learners with round-the-clock access to study support and assistance, allowing them to ask questions and seek clarification whenever needed.
- Reduce the time admins and trainers spend on learner queries and troubleshooting by automating simple questions, freeing trainers to focus on personalised support and assessment marking.
- Utilises your selected resources to craft responses that embody your organisation’s tone, communication style, and industry-specific language, reflecting the way your team teaches and engages, rather than adopting a generic RTO voice.
AI Learner Support & Learner Help Requests
To provide students with access to AI Learner Support, Help Requests must first be enabled within your account. This setting can be managed from the Learner Portal & App Settings page. Once enabled, a chat (?) icon becomes available, allowing learners to submit Help Requests and communicate with AI Learner Support through a chat-based format.
If AI Learner Support is unable to resolve a query, the learner can opt to escalate their query to automatically generate a Help Request for an admin or trainer to follow up.
Further information on Help Requests can be found in our Learner Help Request article here.
Updating your Knowledge Base
Before adding resources to your Knowledge Base, they must first be uploaded to your Resource Library, then linked to the relevant qualification. AI Learner Support then uses these resources to provide information to learners, ensuring that responses are accurate, contextually relevant, and reflect your organisation’s voice rather than that of a generic language model.
Note: The knowledge base supports most file formats, such as PDF, Word (.docx), and Excel files, but does not support PowerPoint (.pptx). Files with minimal images and more written content will produce the best results.
Adding a resource to your library:
- Expand the Resources tab within the navigation menu and select Resource Library.
- Select + Add New Resource.
- Upload your file, then name your resource.
- Ensure that both Public and Learner are selected against the 'Accessible by' field, and that A training related resource of activity has been set within the 'Resource is' field.
- Ensure that 'Only related to specific Workshops, Qualifications and/or Units of Competency' is selected. This will ensure the Resource is not visible to the Learner within the Learner Portal.
- Select Submit at the bottom of the page to save your changes.
After the resource has been added to the resource library it can then be linked to the qualification.
Creating a resource link:
- Expand the Resources tab within the navigation menu and select Resource Library.
- Select the Training Related tab.
- Locate your resource then select the Link icon.
- Select the qualification to be linked within the Qualification drop down.
- Select Submit to save your changes.
This process can be repeated for each resource you wish to use within your Knowledge Base. Further information on resources can be found in our Resource Library article here.
Note: Resources added to your Knowledge Base will be visible to learners within the Resources tab of their Learner Portal.
Enabling AI Learner Support
After AI Learner Support has been enabled in your system, it must be configured at the qualification level for each qualification where you intend to use the feature. This gives your organisation full control over which qualifications are included and which resources are attached. It also allows each qualification to have its own set of resources, ensuring the information provided to learners is targeted, accurate and valuable.
Note: To ensure your learners are provided with accurate and relevant responses from AI Learner Support, your Knowledge base must be configured prior to enabling AI Learner Support against your qualifications.
Enabling AILSA:
- Expand the Classes tab within the navigation menu and select Qualifications.
- Select the qualification against which you want to enable AILSA.
- Ensure the check box against Enable AI Learner Support has been checked.
- Select Manage knowledge base to select the resource.
- Within the newly opened window, ensure the checkbox is enabled against each resource you would like included within your knowledge base from the available resources.
- Select Update AI Knowledge Base then select Close one you have received confirmation your resources have been uploaded.
- Scroll to the bottom of the page and select Submit to save your changes.
This process can be repeated for every qualification where you intend to use the feature.
Trainer Experience
While engaging with AI Learner Support, learners will be presented with two response options. Selecting ‘That was helpful’ ends the chat and allows the learner to provide feedback on their experience. Choosing ‘I need to chat to a person’ converts the conversation into a Help Request, enabling an admin or trainer to respond directly.
Note: The ‘Set default Assignee to be Learner’s Trainer’ setting within the Help Request Section of the Learner Portal System Settings is required to allow trainer users to view help requests assigned to or resolved by AI.
Admins and Trainers can view by selecting the Help Request menu item within the navigation bar. Any Help Request requiring a response will display a red notification.
AI Learner Support-related requests can be identified in the Help Request dashboard by the ‘AI Chat’ or ‘Resolved by AI’ status displayed in the Status column. AI chat conversations can be viewed at any stage; however, admins and trainers cannot intervene or take over the chat unless the learner converts it into a Help Request. When this occurs, the request status changes to ‘Open’ and becomes accessible to both Admins and any assigned Trainers.
Learner Experience
If a learner is enrolled in a qualification where AILSA has been enabled, they can initiate a chat by selecting either Assessment or Learning Materials from the Category options when submitting a Learner Help Request. Should the learner require further assistance after interacting with AI Learner Support, they will be given the option to submit a Help Request to a trainer or administrator, in accordance with your Learner Help Request settings.
For more information on how learners can interact with AI Learner Support please see our Submitting a Learner Help Requests article here.