A really interesting podcast with Tom and Steve today, around testing your teams knowledge retention for both in house sales or product training or for financial compliance like changes in FCA regulations or similar.
We talk about how voicebots can do this with not only fully compliant and live assessment, but also with intelligent prompting for in complete answers given to the bot.
This is a very powerful collaborative approach to verbal testing that has been proven to not only give you a fully compliant record of your course materials or changes in regulations, but also is very well received by the teams using it, with all the associated costs savings you would expect.
Our latest series of podcasts, concentrates on voice and how that is going to impact the next few years with tips along the way. Find out more about voicebots here and if you have any subjects that you would like us to discuss then email info@disruptionworks.co.uk with the subject Podcast and we will see what we can do ;-)
A really interesting podcast with Tom and Steve today, around testing your teams knowledge retention for both in house sales or product training or for financial compliance like changes in FCA regulations or similar.
We talk about how voicebots can do this with not only fully compliant and live assessment, but also with intelligent prompting for in complete answers given to the bot.
This is a very powerful collaborative approach to verbal testing that has been proven to not only give you a fully compliant record of your course materials or changes in regulations, but also is very well received by the teams using it, with all the associated costs savings you would expect.
Our latest series of podcasts, concentrates on voice and how that is going to impact the next few years with tips along the way. Find out more about voicebots here and if you have any subjects that you would like us to discuss then email info@disruptionworks.co.uk with the subject Podcast and we will see what we can do ;-)
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Steve Tomkinson
Hello everybody and welcome to another exciting edition of disruption works chitchat with Tom and Steve. How are you doing to Tom today? How how's things?
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Steve Tomkinson
This.
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tom (gast)
I'm fine. Thank you. Good afternoon, everybody. How are you, Steve?
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Steve Tomkinson
Yeah, not bad. Not bad. It's getting really chilly over here. Now we've got Snow got all sorts going on.
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Steve Tomkinson
Yeah.
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tom (gast)
Ohh it's it's really cold here as well. Today we have snow actually, and it's that kind of weather that you get cold directly, you know.
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tom (gast)
Bones.
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tom (gast)
Really.
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tom (gast)
Yeah, I have.
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Steve Tomkinson
Ohh yeah, yeah, really gets in quick. Yeah. Yeah. Well, you've got. You've got to take your dog out, aren't you? So you you have to leave the building.
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Steve Tomkinson
Wow.
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tom (gast)
Several to 888 times a day and now I'm freezing, freezing eight times a day. Very simple.
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Steve Tomkinson
Hot and cold, hot and cold. You don't know what's going on.
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tom (gast)
Holy goal, yeah.
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Steve Tomkinson
Good grief, right, well and.
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Steve Tomkinson
No.
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tom (gast)
But it's no, it's nowhere. It's no weather for long. Long distance walks. We take it easy to throw a ball and then, like, 2025 minutes and we go inside again. We do it a little bit more often, so to speak.
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Steve Tomkinson
Yeah, yeah, I bet. Bet you do. Right. Well, look, thanks for joining us, Tom. And we're gonna talk about probably a a practical use case or something that we've had experience with this maybe not something that people would have associated with the voice boss, voice bot usage.
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Steve Tomkinson
I which is doing knowledge checks and testing and professional uh kind of compliance verification that somebody understands the knowledge of training that they've had in in house. We have a lot of this with kind of compliance changes. So FCA regulations there's loads of changes that people have to keep up to date with but that total testing process is very laborious and also proving that somebody's gone through that testing is laborious as well.
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Steve Tomkinson
And.
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tom (gast)
Yeah, requires a lot of personal and staff and organization in order to test something that's correct.
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tom (gast)
It's expensive as well, yeah.
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tom (gast)
Yeah.
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Steve Tomkinson
Yeah. Which is, which is. Uh, you know, massive overhead where we can automate a lot of that. Uh, compliance testing. Yeah. Well, if you have to bet people to go multi site across the world then this starts becoming really expensive thing. But if you can do something cross language and cross location by literally getting them to call then that works. OK. But I wanted to because this is a project you worked on and it's something that very practical thing that.
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Steve Tomkinson
We have a uh, a strong use case for.
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Steve Tomkinson
Explain a little bit more about how that works from from the the actual the real thing you know.
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tom (gast)
Yeah, no.
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Steve Tomkinson
Yep.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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tom (gast)
And you take company X doesn't matter what company does, and the company says it has a staff now in economy or in the in in, in, in the society you have to deal with rules and regulations. And if those rules and regulations are adapted into a new world or into new new legislation or whatever that might be, then your staff needs to adapt to that particular new rule set and in many cases, they also need to sort of.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yep.
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Steve Tomkinson
Yeah.
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tom (gast)
Prove that they know what they're talking about so they you get some kind of certificate in order to maintain with their jobs. And well, the voice bot is, of course, a grandiose solution to take care of particular tests when it comes to adult training, adult additional training. So if you have a company that, for instance, needs to adjust to new rules that are set by the FCA, for instance.
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Steve Tomkinson
Yeah.
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tom (gast)
And they need to be able to to work with those rules. Maybe the company requires that those people working for the company are really up to date with those rules and want to give him a certificate in order to be able to have a trustworthy relation to their customers. And in this particular context, a voicebot comes in real handy.
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tom (gast)
Umm.
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tom (gast)
Yeah.
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Steve Tomkinson
So I've got so my wife's here, uh, works in law and she's she has to do these on a regular basis. So she has to go to a course that will then update her on maybe save money laundering or it will be some sort of training that has to do with care or, you know, client management or whatever it might be.
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tom (gast)
Except.
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tom (gast)
Yeah.
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Steve Tomkinson
Those things are usually they're starting to become a bit remote, but they're not necessarily because they have to prove that they've attended and they've been there and they understood the the information. So they usually tested on site and and stuff like that. So those things are quite involved. And I think the biggest that you get as an organization, this becomes a logistical problem because then to do that you need a trainer that will go around all sites or it will go.
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tom (gast)
Yeah, yeah.
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tom (gast)
No.
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Steve Tomkinson
They'll go around, you know, do multiple events, which can be big events and expensive events and stuff like that. And and that's the challenge, yeah.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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tom (gast)
Yeah, and. And let's not forget that most of those those moments when people are doing tests or or trying to get a new certificate is 9 of 10 times done in writing and the writing needs to be controlled as well. So it's very level. Yeah. OK. Please go.
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Steve Tomkinson
Yeah, yeah, yeah. So.
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tom (gast)
Exactly.
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Steve Tomkinson
So then you started to be somebody has to mark an examination, there's no automation in that process necessarily and.
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tom (gast)
You have to produce. You have to produce a test, have put together a test. Also not easy.
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tom (gast)
Could be videos as well. Informative videos, yeah.
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Steve Tomkinson
Yeah, yeah, and absolutely. So we're proposing that the training is done by the central source, might be materials. It might be delivered via teams. It might be delivered via something like that. So people will get the knowledge. Yeah. Yeah. Lot of video stuff going on at the moment, but it's the confirmation that that knowledge has been passed through and they understand and can regurgitate that knowledge back in the testing process. So in a verbal manner.
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Steve Tomkinson
Especially if you're in a, uh, an environment where you're offering advice and you need to to stay compliant with your advice and you know with any changes and stuff like that, yeah.
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tom (gast)
Yeah, correct.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Umm.
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Steve Tomkinson
Yep.
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tom (gast)
Please think think about this situation. Compare a a testing writing with a verbal test. When you do testing writing you get a you get an answer so you get a question and you write your answers and that's what you go about.
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Steve Tomkinson
Yeah.
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tom (gast)
The the The Nice Nice aspect of working with the voice bot is when you do a verbal testing you get a question and the caller can order the client order. The trainee needs to answer this question and if the question is not totally complete for instance, you could give the voice bot a additional.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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tom (gast)
And and set of question or additional set of initiatives to say, well, this part of the question was right, but you're forgetting a detail, think about it and try again. So you could sort of steer a test in a very positive way also with feedback for that matter, which is of course very interactive and maybe a little bit nicer than just writing.
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tom (gast)
Yeah.
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tom (gast)
Yeah.
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Steve Tomkinson
Yeah, well, I suppose at that point what you can do is you can go, yes, that's correct. And Umm, so let's go on to the next one as well. So if the if the, the voice bot is happy that it's matched the criteria that's been looked for, then it will do that. So we're using the the natural language understanding of the voice bot to understand that that context is correct.
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Steve Tomkinson
Yeah.
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tom (gast)
Yes. And also imagine that when you do a questionnaire, voice would asks you a question and you have. You've studied your material and you answered the question. And when you answered the question correctly, the voice wood could say also something like yes, very good. Let's move on to the next question or you did not answer the right or you did not give the right answer. Maybe what you said.
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Steve Tomkinson
Yeah.
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tom (gast)
Umm, that was not terribly right. Would you try to get it again or should we move on to the next question? So direct feedback, which is also very interesting to think about.
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tom (gast)
Yes.
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Steve Tomkinson
Yeah, yeah. And helps with the whole training process and actually makes the training much more effective. I suppose that the the bit that I particularly liked on this was the fact that when you're looking at this use case, you've also got the fact that you're totally compliance at this point because you can prove.
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Steve Tomkinson
Definitively that that person has done the test and answered the the the questions correctly because there's a transcript and recording of the of the test.
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tom (gast)
That's right. And you know the the beauty of it all is that when you have the transcripts and recordings, you can also sort of directly.
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Steve Tomkinson
Yeah.
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tom (gast)
A look at the results and if the results are.
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Steve Tomkinson
Yeah.
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tom (gast)
And let's say sufficient you pass the test and you can directly get those results and all automated instead of somebody getting a lot of things in writing and needs to control and needs to check it needs to.
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tom (gast)
To do to, to give marks or whatever, which takes again a lot of time and a lot of it's elaborate. Again there a lot of work and a lot of time this whole testing could be fully automated and very interactive. So that gives a lot of added value actually.
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tom (gast)
Yes.
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Steve Tomkinson
Pretty easy, but what we're talking about is understanding and answer and getting and in explaining in your own words what you think the answer to that particular verbal test is.
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Steve Tomkinson
That's the difference, and that's where the voice bot understands context and whether this is right or not because it understands the language that's been used.
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tom (gast)
That's right. That's right.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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tom (gast)
That's right. So and and yeah also the the whole thing about what you just what you just try to explain is when you're using your own words trying to explain as sort of answer on the question also deal with synonyms, synonyms of words that cover the content. But we're spoken in a known language or in a known way still still covering the right answer. So that is the beauty of the voice button.
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Steve Tomkinson
Yeah.
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tom (gast)
And you maybe not literally use certain words that were in your in your educational script or whatever, but you still cover the content with your own words, and they're the voice would still can compare words with synonyms and will be able to judge if the content was well described or not.
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tom (gast)
But.
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Steve Tomkinson
Yeah. Yeah, no, I understand. And and that's then you're just using the whole power of that and that's like having a teacher in front of you doing that verbal testing or if you're in a training room and you're going. Right, OK, Bob, explain to me what this is about and they explain they go, this is what I think it is. And you go. Yeah, you've got that right or you've no, I don't quite on that one. But this is what the answer is really. And. And so that formal training environment is that. But we're replacing that with.
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Steve Tomkinson
Haitian materials study that at your when you want to within, you know we've gotta have this done by the end of the month or whatever it may be. You've got to have passed your test and then once you're happy, you've got your materials you can phone.
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tom (gast)
Check.
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tom (gast)
Exactly.
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tom (gast)
Force. Yeah, yeah.
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Steve Tomkinson
The bot and do your test and it goes OK. Does I suppose it'll do an ID check say no, it is all that type of process. Yeah. And then just go through the process and just goes, yeah, here we go.
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Steve Tomkinson
I.
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Steve Tomkinson
Especially don't.
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Steve Tomkinson
Yeah.
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tom (gast)
Yeah, you know and you experience is is actually exactly the same as compared to a situation where you had would had your teacher in front of you asking those questions the.
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tom (gast)
The beauty of it is that you don't need the teacher anymore. The teacher doesn't need to take thousands of exams or 500 exams of all the people in the company. You just have one voice bot. People can call it when they feel they're up to it and they get a direct feedback or even support when they don't have the question totally right. And there you go and it's all automated and saves so much time and so much money again.
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Steve Tomkinson
Yeah. Yeah, that. Well, that's it. That's the way to go, the.
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tom (gast)
Yes you can, you can hear.
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Steve Tomkinson
I mean, we've done this in practice, so we know that this works for for large organizations. I suppose the point is also that this can be multilingual as well. So you can do it in any language you know using the same base.
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Steve Tomkinson
Yeah.
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tom (gast)
Yeah, you can. You can translate. Yeah, you can translate the text. You can translate the test very, very quickly. Of course, you always have to control and maybe do some adaptations to certain languages. Of course, that's always the case. But to go from one language to another language, it goes very, very fast. And to be honest with you also, you just mentioned that we did a couple of applications out there. The feedback we got so far is really, really positive. So people really like to do those tests in this way.
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Steve Tomkinson
Yeah, yeah, I I suppose it's. It's at their own time. They're not having to sit in front of it. We're in a class. A lot of people don't like that.
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tom (gast)
Yeah. And again, it's, it's, it's conversational, it's sort of appeals to their way of being a human and talking. And you get questions in your answer and it's nothing robotic at it at all. It's really conversational. It's really like if you would do a real test with a real teacher in a real classroom for Insta.
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Steve Tomkinson
Yeah, yeah, I I'm. I mean we've we focused on this stuff that's kind of compliance base, but what other use cases do you think we can use this for, I mean sales training and stuff like that. I suppose you could do anything.
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tom (gast)
Now, of course still straining, it could be. Actually it could be anything, as long as it's not really a a practical thing. Like suppose you're doing a sort of test when it comes to.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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tom (gast)
Nursing or when it comes to to being a medical doctor, of course, that is impossible to do when it comes. But when it comes to theoretical stuff.
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Steve Tomkinson
Yeah.
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Steve Tomkinson
Yeah.
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tom (gast)
Pure theoretical stuff or for instance the questions when you take your your driver's license theory, driver's license could even be automated there very, very, very.
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tom (gast)
Absolutely.
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Steve Tomkinson
Yeah, yeah, specially I suppose so. And I mean you, you touched on the medical stuff. I'm sure there's loads of medical compliance and procedures that actually change all the time. You know, you can imagine that that new new procedures and new ways of working come through all the time and that, you know, to disseminate that information and to test that, you know, your nursing staff have got that information across. I mean, yeah, take the NHS, the amount of.
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tom (gast)
Yeah.
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Steve Tomkinson
Staff. That's gotta go across working all shifts, all different times of the of the day trying to do that in a.
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tom (gast)
Yes.
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Steve Tomkinson
Face to face manner or or be definitive that that knowledge has been transferred is it's gonna be really tricky.
0:15:39.190 --> 0:15:39.460
Steve Tomkinson
Umm.
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Steve Tomkinson
Yeah, yeah.
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Steve Tomkinson
Yeah.
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tom (gast)
Well, think. Think about people who sell real estate. What they need to know. What? When it comes to regulations, something like that. Think about mortgage suppliers. Think about banking people. It's it's all.
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tom (gast)
And it's all the subject to change all the time, isn't it?
0:16:0.720 --> 0:16:1.640
tom (gast)
And which would you?
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Steve Tomkinson
Yeah. Yeah. No, absolutely. Yeah. So it makes it makes sense that that's that training is on par for your people. You know, providing you've got that.
0:16:4.600 --> 0:16:5.180
Steve Tomkinson
Yeah.
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tom (gast)
Yeah. And also would like to add something, Steve, if you have a, if you have a certain framework of how to ask questions and how to react or how to, how to feedback on those questions or how to automate the result of a test once you have a framework that really works well, you can fill the framework with different questions all the time. So it's actually a win, win situation once you have a very good framework and company, X wants to use this particular solution.
0:16:38.780 --> 0:16:39.590
Steve Tomkinson
Yeah, yeah.
0:16:32.780 --> 0:16:42.50
tom (gast)
You just fill in the questions and the answers and the whole framework already covers the dynamics. So actually it's a very fast and and elegant solution.
0:16:42.930 --> 0:17:4.260
Steve Tomkinson
Yeah, because again, we do, you know, on a podcast we can't, particularly, Damo, the the flow of of how to make a voice bot using the the platform we have, but it is super easy to it's it's what you see is what you get. So it's a wizard wig interface. So you can just literally add new stuff in there where you want to.
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Steve Tomkinson
OK.
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Steve Tomkinson
They're.
0:17:23.390 --> 0:17:23.510
Steve Tomkinson
But.
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tom (gast)
You know, why don't we just for fun next time we have the podcast, I will put together a little demo of how such a educational thing could look like, could sound like and we'll do a live demo on the telephone when we do a podcast. Next time I'll just prepare a little demo so you can hear how nice it would be just to interact with it with the test situation.
0:17:31.150 --> 0:17:31.400
tom (gast)
Yeah.
0:17:28.760 --> 0:17:32.460
Steve Tomkinson
Yeah, that OK, that would be quite interesting to hear. I'm sure people would London.
0:17:42.890 --> 0:17:43.260
tom (gast)
Yes.
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tom (gast)
Exactly.
0:17:32.940 --> 0:18:2.710
Steve Tomkinson
I'm OK. So I suppose that's the. That's where we're gonna get with these podcasters doing the the particular use case and and covering that off. And this one is such a powerful one for for organizations now that have a huge amount of remote working they, but they're still doing all the financial compliance, legal compliance, you know, demant of companies that have to do.
0:18:3.150 --> 0:18:16.80
Steve Tomkinson
Legal and and financial compliance, this huge and testing those people is known and possible. If you can't get you, you need to be confident that that compliance is done. I mean.
0:18:18.360 --> 0:18:18.730
Steve Tomkinson
Yeah.
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Steve Tomkinson
Now.
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tom (gast)
Yeah, well, the testing testing your stuff is very elaborate. It's very, very much work. It's, it's expensive, it's it's not practical at all. And if you have this voice bot solution in place, I mean, hey.
0:18:31.890 --> 0:18:32.150
Steve Tomkinson
Well.
0:18:26.960 --> 0:18:32.890
tom (gast)
It's it's, it's it saves money. It saves time. It's very, very easy to work with, very easy to implement.
0:18:33.260 --> 0:18:38.990
Steve Tomkinson
And and one of the big deals that kind of came out of the project and was that?
0:18:41.10 --> 0:18:42.800
Steve Tomkinson
If then somebody was.
0:18:43.300 --> 0:19:14.400
Steve Tomkinson
I claimed to be a noncompliant individual, so I don't know if somebody sold some financial, UM, a financial product and they said, well, surely this person didn't give the right advice or didn't understand the right advice. You've actually got a very definitive path to that person. Definitively nobody else can take that test. It's their voice. It's them taking it. They answer the questions correctly. So you know that that person.
0:19:17.50 --> 0:19:17.420
tom (gast)
No.
0:19:20.710 --> 0:19:21.20
tom (gast)
No.
0:19:30.530 --> 0:19:30.710
tom (gast)
Yeah.
0:19:14.480 --> 0:19:32.270
Steve Tomkinson
Passed it wasn't somebody else doing the test that using that computer or doing it on their behalf or any of that nonsense. You know, it's definitive. It's there. You've got this recording of Bob doing his test and he going well. Look, he answered all the questions. Right. So at that point in time, he knew exactly what he was doing, you know.
0:19:31.850 --> 0:19:34.950
tom (gast)
And if Bob sounds like Janet, there's something wrong.
0:19:38.120 --> 0:19:40.270
Steve Tomkinson
Yeah, that's right. That's right.
0:19:38.770 --> 0:19:41.480
tom (gast)
And that's to control you have to control. You have, yeah.
0:19:41.430 --> 0:20:12.690
Steve Tomkinson
Yeah, that's right. I mean, you know and these things are huge for a company really because it means that if they are regulated, they are, they have got the FCA breathing down their neck because they've had a a non compliance issue and they have been they've done something incorrectly via one of their members of the team. But that team has been trained to the best of their ability then the company is pretty much off the hook in that regard because they did it. They can prove they did it.
0:20:24.600 --> 0:20:25.100
tom (gast)
Exactly.
0:20:25.820 --> 0:20:26.110
tom (gast)
Yeah.
0:20:12.960 --> 0:20:33.130
Steve Tomkinson
There was no loophole in this and we've dug out Bobby recording and there it is. We are happy that Bob was trained and updated with the the latest regulation and he passed his test. That's as much as a company can do. If Bob goes off and goes AWOL and starts doing all sorts of random stuff.
0:20:37.650 --> 0:20:38.310
tom (gast)
Yeah.
0:20:33.960 --> 0:20:39.530
Steve Tomkinson
The the the controls have still been there to try and stop him from doing that and and that's it, you know.
0:20:43.10 --> 0:20:43.590
Steve Tomkinson
Yeah.
0:20:46.30 --> 0:20:46.320
Steve Tomkinson
Yeah.
0:20:39.250 --> 0:20:57.590
tom (gast)
Yeah, but I mean the voice bot, I mean, it's all about certification. If you if you pass a test, uh, your certified so that that is the company's security that their staff is handling their processes in the right and correct way in the legal way that is that is required at that moment in time. So yeah.
0:20:59.790 --> 0:21:0.60
tom (gast)
Yeah.
0:21:9.10 --> 0:21:9.390
tom (gast)
Yeah.
0:20:56.670 --> 0:21:14.680
Steve Tomkinson
Yeah, ohh my sense. My sense. Well look well, I think that's that's covered that and that's that's really interesting. I'll be interested to hear the the bot doing next time. But thanks, thanks for your time on that Tom and I appreciate it. And I hope everybody found that useful.
0:21:15.260 --> 0:21:21.520
Steve Tomkinson
Umm and I look forward to speaking to you on the podcasts. Uh, next time around. Thanks very much.
0:21:21.570 --> 0:21:23.640
tom (gast)
Likewise. OK, thank you. You too.
0:21:23.920 --> 0:21:24.340
Steve Tomkinson
Cheers.
0:21:24.860 --> 0:21:25.180
tom (gast)
Yeah.