Generative AI Masterclass
Year / Project type:
2024 / Learning Experience Project
Role / Team:
Learning experience designer / E-learning manager, e-learning developer, knowledge consultant, SMEs, technical writer.
eGain has been using AI in knowledge management for over ten years. To educate customers and partners, an in-person masterclass was planned for eGain’s 2024 conference. We expanded the original into an online masterclass credential. I led the project, completing it with the team within two weeks.
Problem
Challenge
The project aimed to capture and convey the knowledge + AI team’s understanding of:
• Generative AI concepts, specifically as they relate to knowledge management.
• Integrating generative AI into eGain workflows.
• AI prompt management and best practices within the eGain product.
User Profile
This was an internal-facing project. The credential was intended for eGain employees, with the plan to adapt it for an external audience in the future.
eGain Employee
Familiar with the eGain product and basic concepts of AI. In need of advanced AI fundamentals and theory, along with a deeper understanding of AI prompting.
External User
New or existing eGain users seeking a solid foundation in AI fundamentals and a deep understanding of AI prompting within the eGain product.
Approach
In-person Masterclass
The generative AI masterclass was initially planned as an in-person event primarily for partners during eGain’s annual conference in Chicago in the fall of 2024. However, we later recognized that it could also benefit employees across the company.
In-person Masterclass
The generative AI masterclass was initially planned as an in-person event primarily for partners during eGain’s annual conference in Chicago in the fall of 2024. However, we later recognized that it could also benefit employees across the company.
Stills of the generative AI masterclass at eGain's Solve 2024 conference in Chicago
SME Collaboration
I collaborated with subject matter experts, recording their presentations and condensing them into short videos.
Editing video of SME content
Lab
A crucial element was delivering AI prompt and product training lessons. We created labs and courses with video walkthroughs, step-by-step instructions, and interactive elements.
Product
eGain Generative AI Masterclass
The final product included three SME-led courses in AI and knowledge management, a detailed course on AI prompt management, an extensive lab, and a final exam.
Generative AI Masterclass course list and description
Hands-on with generative AI | Crafting prompts part 1
Knowledge-backed generative AI for customer service | Introduction
Integrating generative AI | Controls
Integrating generative AI | Compliance, bias, and analytics
Results
The generative AI masterclass received positive feedback, and in under a month, two-thirds of the company enrolled.
We successfully met our two-week sprint deadline to put the masterclass together from start to finish.
Once it was released, we started making plans for a public-facing version.
Lessons Learned
• Sometimes, a tight timeline is just what you need to get a project out the door quickly.
• Collaborating with subject matter experts allows for creating any content–you just need the right source.
• A combination of videos, lessons, labs, and simulations significantly enhances effective education.