How Highspot Reduced Training Development Time by 80%
Highspot’s teams use AI-generated training to build confidence and competence in less time and with fewer resources.
Introduction
To build proficiency and confidence across its technical account management team, Highspot launched an AI-powered training initiative that:
- Scaled real-world practice
- Accelerated in-the-moment coaching
- Reinforced learning beyond formal training
Challenge
Preparing technical teams to support new capabilities
Highspot’s technical account managers (TAMs) are expected to configure and articulate the value of every capability the platform offers. As Highspot prepared to launch its latest AI innovations, it was crucial that TAMs were ready to stand up the new capabilities in customer environments. To do so, TAMs needed to build proficiency in two areas: strategically advising on AI and technically applying AI in real-world customer scenarios.
Just one problem: TAMs needed to apply new concepts in realistic scenarios, and that kind of practice-based training is notoriously difficult to scale. The team didn’t have time to spare. With the launch just around the corner, they used Highspot AI to get TAMs up to speed quickly.
Building a role play pre-AI was a very time-consuming task. Depending on the depth and breadth of the scenario, it could take around 25 hours.
Solution
Scaling practice with Role Play and AI Feedback
First, the team defined core skills. Then, they designed three courses, each paired with a Role Play scenario and a relevant skill rubric for submissions to be scored against. To accelerate the process, the team used Highspot AI to generate these Role Plays, which reduced development time by 80%. Finally, they created a custom agent trained on program materials and designed to reinforce learning in the flow of work.
“Role Play creation was incredibly fast,” added Jonathan Koch, senior technical account manager at Highspot. “Highspot made the Role Play persona and scenario for me. I did very little rework because it was built with our skill framework and content.”
For every Role Play submission, TAMs received AI feedback. If they needed to revisit information, they queried the custom agent for just-in-time support. With AI embedded in every part of the training experience, TAMs improved independently and reinforced their knowledge in the moment of need.
Impact
Improving proficiency with AI-powered workflows
With AI, Highspot built a scalable training model. AI Role Play helped TAMs practice, iterate, and improve. AI-generated feedback allowed reviewers to validate coaching instead of creating it from scratch, which reduced review time by 50%. As TAMs practiced in a realistic, low-stakes environment, they built confidence and the skills they needed to meet the launch moment head on.
“AI review is the biggest time saver,” concluded May. “It takes hours upon hours managers don’t have. AI feedback gives them that time back.”
With agentic capabilities fueling faster training, the team made practice-based learning quicker to build, easier to review, and more effective for learners. By the end of the program, the team increased learner proficiency and built confidence with new concepts
to set TAMs up for post-launch success. The combination of Role Play, AI Feedback, and agentic support led to a 51% proficiency increase across core competencies.
Combining custom agents with training gave TAMs a purpose-built agent, fed on training resources, that helped them do their job and answer configuration questions.
Industry:
Technology
Employees:
1000+
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