Challenge:
Centriq’s tech training division offers both full-time and flex training programs for students preparing for careers in IT. Flex students are generally unable to attend class during regular hours due to work or family commitments, so they complete their self-study training on nights and weekends. Unlike full-time students who have access to instructors in the classroom when completing their assignments, flex students often require this support outside traditional hours. The inability to get real-time help when completing assignments leads to frustration, stalled progress and disrupted learning momentum. Flex students needed a “real-time,” 24/7 support solution that was able to access the authorized Cybersecurity curriculum and provide answers.
Solution:
Centriq developed the AI CyberMentor Assistant (or chatbot) trained on a “knowledge base” of all the company’s proprietary Cybersecurity training curriculum. This training curriculum was housed in multiple sources with varying formats and included courseware, lectures, videos, labs and other materials utilized in the Cybersecurity program. Centriq utilized AI to “train” the CyberMentor Assistant by creating a custom chatbot using OpenAI’s Assistant API that responds to user questions based on uploaded documents and personalized instructions. The CyberMentor was then integrated into the company’s learning management system (Canvas) via iFrame. Students received instructions on how to access and use the CyberMentor during onboarding. The CyberMentor Assistant provides instant, 24/7 access to curriculum-related help, answers common questions and explains concepts while supporting all levels of users at any point in their program.
Impact:
The CyberMentor Assistant accomplished the following:
- Provided around-the-clock support for flex students without additional staffing
- Significantly increased student satisfaction and progression
- Resulted in fewer support tickets and instructor interruptions from students
- Eliminated the need to expand instructional coverage during evenings and weekends