Case Study: How AT&T Is Using xAPI to Enhance Compliance Training

Overview

AT&T Inc. helps millions around the globe connect with leading entertainment, mobile, high-speed Internet, and voice services. They wanted to provide effective, efficient, and engaging compliance training for 243,000 employees across 3,934 job titles. To do this, AT&T engaged in a proof-of-concept to trial a new approach to compliance and ethics training.

Challenge

AT&T needed interaction-level detail, but existing systems had basic reporting and were limited in content type and delivery. Compliance records and compliance training were stored separately and in different data structures. There was significant time investment for manual analysis of limited training and performance data.

Solution

They leveraged xAPI and Watershed LRS to examine which training investment produced effective outcomes on retention and behavior. This involved two levels of situational simulations that were randomly assigned to learners who chose to participate. Watershed aggregated data from the simulation, assessment, and training path systems into the LRS. Interaction-level training data was collected and immediately available through a statement viewer. These statements powered top-level dashboards in Watershed that displayed real-time reports of learner engagement and retention.

Value/Benefit

By using xAPI and Watershed LRS, AT&T saved time, improved knowledge, and identified changes in behavior. The ability to monitor learner interaction through Watershed provided insights for real-time course improvements. Specifically, updates to the Employee Code Course to streamline the experience and support mobile saved 670,562 production hours and 160,380 employee course hours. High fidelity content resulted in more frequent correct answers during follow up surveys. Additionally, high-fidelity content kept engagement 25% longer than previous low-fidelity content. Finally, by tracking individual responses to questions, AT&T noticed behavior improvement in interactive simulations.

Tools Needed