This is a proof of concept built to demonstrate how AI can scale scenario-based learning using operational data.

Scaling Scenario-Based Learning with AI-Generated Content

To reduce customer escalations by coaching café leads in the flow of work, before problems happen.

ROLE

Solo project

TIMELINE

3 weeks

IMPACT

Proof of concept

Business Goal

Reduce customer escalations by 10% in four weeks by helping café leads start each shift ready to coach their team, set the tone for safety, and handle situations before they escalate.

Problem Statement

The same situations kept repeating across locations: a barista freezes during a rush, a customer gets uneasy, a safety issue goes unaddressed. What varied wasn't the situation. It was how each lead handled it. Generic training couldn't account for what was actually happening in a specific café on a specific day. And asking leads to complete a course before their shift wasn't realistic.

Solution

Built an AI-powered app that ingests store-level data (modeled on customer review sources) and automatically generates a new coaching scenario every day. When a café lead logs into the POS at the start of their shift, the scenario is already there. No extra steps, no separate platform, no manual content creation. The learning lives where the work happens.