Consulting
First we agree on what to assess and how
For an AI to score a conversation, someone has to write down what a good response is. Learning Crew consultants analyze your standards and field data to build that definition.
AI scoring is only as trustworthy as the standard behind it
- 01
Define the behaviors in writing
When people disagree about what a good response is, their scores differ. We write the standard as behaviors you can hear in what someone says.
- 02
Start from the frontline
We analyze your service manual, training material, customer feedback and frontline interviews. The situations and wording your teams really face go into the scenarios.
- 03
Deliverables become the platform standard
The competency definitions, rubric and scenarios are registered in the platform. They do not end as a report. Scoring and reports use them as they are.
Four consulting services
- 01
Competency modeling
Define a good response as behavior you can observe
We collect response behaviors from four sources and group similar ones into competencies. Only behavior that can be confirmed from what a person says becomes an indicator.
- Deliverables
- Response behavior list
- Competency definitions
- Behavioral indicators
- BARS rubric
- Training-to-assessment map
- 02
Service process design
Decide what should happen at each stage of the customer journey
If you have no response standard, or the one you have is out of date, we start with the process. We split the customer journey into stages, identify the complaints that recur at each one, define the behaviors each stage calls for, and turn them into a manual.
- Deliverables
- Customer journey map
- Response standards by stage
- Service manual
- 03
Assessment design
Define assessment items and criteria for scoring, certification and feedback
We decide which competencies to observe, and through what evidence, for each journey stage and situation. Every line a learner says is assigned to exactly one response stage, so nothing is scored twice or missed.
- Deliverables
- Assessment taxonomy
- BARS rubric and weights
- Draft certification criteria
- Feedback criteria
- 04
Rollout and operation
Calibrate the standard in a pilot, then run it together
A new standard isn't used for certification straight away. In a pilot we compare scores from AI and human raters and adjust the criteria. Once the assessment is live, people review borderline results and appeals.
- Deliverables
- Scoring agreement report
- Final certification criteria
- Operation report
- Manager coaching guide
What consulting produces becomes the platform's standard
The competency definitions, assessment taxonomy, rubric and training-to-assessment map all go into the platform. They don't stop at a report. Scenarios, scoring and learner reports all use them.
| Consulting deliverable | Used in |
|---|---|
| Competency definitions, behavioral indicators and five-level anchors | Design |
| Customer journey, situation types and response stages | Design, Personas |
| Customer types, reaction rules and scenarios | Personas, Practice |
| Service standards and training material | Tutor |
| Pass criteria and the certification plan | Practice, Assess |
| Guidance for reading results and the follow-up training plan | Assess, Coaching |
How an engagement runs
- 01
Standards analysis
We extract response behaviors from manuals and training materials and define the scope and target group.
- 02
Competency model and assessment design
We design competencies, indicators, level anchors, weights and pass criteria.
- 03
Scenario development
We analyze customer feedback, choose the situations to assess, and define customer types and reaction rules.
- 04
Assessment setup
We load the standard and scenarios into the platform and set up units and permissions.
- 05
Pilot and calibration
We compare scores from AI and human raters and adjust difficulty and criteria.
- 06
Operation
We support the assessment, certification decisions, appeals and reporting.
Who does what
You provide the material and input from frontline staff. Learning Crew does the analysis, design and setup.
What you prepare
- Service manual and training material
- Customer feedback and a list of common situations
- Interview time with frontline staff and managers
- Review and sign-off on the draft standard
What Learning Crew does
- Analyze the material and extract response behaviors
- Design the competency model and assessment framework
- Develop scenarios and AI customers and register them in the platform
- Run the pilot and calibrate the standard
FAQ
We already have a competency model. Do we still need consulting?
We use your model as it is. The work is limited to turning it into behavior statements and level anchors that can be observed in a conversation.
What if we have no service standard or manual?
We start with the service process. We break the customer journey into stages, define the response behaviors for each stage and then move on to the assessment framework.
How long does it take?
It depends on the assessment scope, the number of scenarios and the material you already have. We confirm the scope in a demo call and then give you a schedule.
Can we use the platform without consulting?
Yes. Your team can register and edit competencies, rubrics and scenarios directly in the platform.
Shall we start with the standard?
In a demo we'll show you what kind of assessment your own service standards and training materials can support.