When Generative AI Meets Workplace Learning - Creating a Realistic & Motivating Learning Experience with a Generative PCA

Aug 30, 2026

Workplace learning supports systematic employee training through e-learning or 1:1 instruction, yet both approaches face costs or limitations. Generative AI–powered pedagogical conversational agents (PCAs) are explored as a way to combine conversational practice with scalable support. Using Action Design Research, the paper presents an organizational communication training with a Generative PCA (GenPCA). Evaluation with employees indicates positive perception and improved self-determined learning, while also highlighting integration limitations and improvement opportunities.

LanguageEnglish

CategoryResearch & Report

FormatPDF

Pages16

Reading Time40 min

AccessFree to download

Introduction

Research motivation and context

Research questions

Training approach with a GenPCA (DIMA)

WHEN GENERATIVE AI MEETS WORKPLACE LEARNING – CREATING A REALISTIC & MOTIVATING LEARNING EXPERIENCE WITH A GENERATIVE PCA Completed Research Paper Andreas Bucher, University of Zurich, Zurich, Switzerland, bucher@ifi.uzh.ch Birgit Schenk, University of Public Administration and Finance Ludwigsburg, Ludwigsburg, Germany, [birgit.schenk@hs-ludwigsburg.de](birgit.schenk@hs-ludwigsburg.de) Mateusz Dolata, University of Zurich, Zurich, Switzerland, [dolata@ifi.uzh.ch](dolata@ifi.uzh.ch)[ ](dolata@ifi.uzh.ch)[Gerhard Schwabe](Gerhard Schwabe), [University of Zurich](University of Zurich), [Zurich](Zurich), Switzerland, schwabe@ifi.uzh.ch Abstract Workplace learning is used to train employees systematically, e.g., via e-learning or in 1:1 training. However, this is often deemed ineffective and costly. Whereas pure e-learning lacks the possibility of conversational exercise and personal contact, 1:1 training with human instructors involves a high level of personnel and organizational costs. Hence, pedagogical conversational agents (PCAs), based on generative AI, seem to compensate for the disadvantages of both forms. Following Action Design Research, this paper describes an organizational communication training with a Generative PCA (GenPCA). The evaluation shows promising results: the agent was perceived positively among employees and contributed to an improvement in self-determined learning. However, the integration of such agent comes not without limitations. We conclude with suggestions concerning the didactical methods, which are supported by a GenPCA, and possible improvements of such an agent for workplace learning. Keywords: Generative AI, Workplace Learning, Pedagogical Conversational Agent, Public Service. 1 Introduction Establishing the workplace as a learning environment and fostering the development of employees’skills and knowledge is crucial for an organization’s success and competitive advantage (Caputo et al., 2019; Nagano, 2020) . Especially in times ofan increased shortage of high-skilled labor and the increasing automation of tasks due to digitalization and AI, organizations need to rethink their approach to workplace learning. Generative AI (GenAI), and in particular pedagogical conversational agents (PCAs) that build on large language models (LLMs), appears as a promising solution to enrich the learning process and to provide didactical methods that were previously reserved for instructor-led training to a larger workforce (Abdelghani et al., 2023; Sharples, 2023) . This study explores how a generative AIbased PCA or simply GenPCA can support workplace learning, particularly a communication training of two public administrations in Germany, and how such training is perceived by the employees. To ensure a high level of citizen service, organizations define communication guidelines, like a mandate to return missed calls within two days and ensure continuous phone line availability (Schenk and Gaeng, 2022) . Some organizations even offer 1:1 training sessions for new employees, led by Human Resources (HR), to train employees and raise awareness for good citizen service. However, COVID-19 sent employees to remote work overnight without ensuring service provisioning. Also, previous training programs were halted due to workforce shortage. As a result, service quality dropped significantly. Thirty-Second European Conference on Information Systems (ECIS 2024), Paphos, Cyprus 1 When Generative AI Meets Workplace Learning This was also experienced by the two public administrations ofthis study. In 2022, the two organizations thus decided to renew their efforts to foster a citizen-centric service culture, necessitating the training of approximately 600 staff members each who interact directly with the public. Nonetheless, it soon became apparent that providing 45-minute training sessions for each of these employees would be infeasible for the HR departments. Additionally, the logistical challenges

FAQs

Why does workplace learning often rely on costly or ineffective approaches?

Workplace learning is commonly delivered via e-learning or 1:1 instructor training. Pure e-learning limits conversational practice and personal contact, while 1:1 instruction requires high personnel and organizational effort.

How does the proposed Generative PCA support the training?

The GenPCA (DIMA) interacts via chat to answer questions about training process and content, and it runs practical exercises over telephone and email to simulate citizen interactions.

What outcomes were observed from evaluating the GenPCA-based training?

Employees perceived the agent positively and reported improved self-determined learning. The paper also notes limitations in integrating such agents and proposes didactical methods and future improvements.

Aug 30, 2026

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