AI in Training: A Partner or a Replacement?

With all the buzz about AI transforming every aspect of work, will AI take over customer training?

Let’s break down the real impact of AI on product and customer training.

The AI Advantage in Training

AI is already revolutionizing how we create and deliver training. According to Skilljar’s 2025 Customer Education Trends Report, most professionals see AI’s biggest impact in accelerating course creation and content updates.

• Tools like ChatGPT, Perplexity, Synthesia, and Eleven Labs help teams draft, refine, and update training materials more quickly.

• AI-powered platforms like Clueso make it easy to keep documentation and training content current with every product change.

AI streamlines the heavy lifting, freeing time for training teams to focus on strategy, engagement, and innovation.

Where AI Falls Short

Despite its strengths, AI isn’t a silver bullet. The same Skilljar report highlights that AI has the least impact when it comes to providing truly personalized learning experiences.

Why is that so?

• Personalization Needs Human Insight: Tailoring training to real-world pain points, customer feedback, and specific industry needs still requires deep expertise and empathy.

• Hands-On Practice Matters: In fields like healthcare, hands-on practice is non-negotiable. Would you want a surgeon operating on you who’s only had simulated AI training? Real-world experience and mentorship remain critical for mastery and confidence.

• Thoughtful Design: Creating engaging, effective hands-on learning requires careful planning and understanding of what learners truly need—something AI can’t do alone.

The Future of Training: AI + Human Expertise

AI is a powerful tool, not a replacement. 

It excels at automating routine tasks, generating content, and keeping materials fresh. But when it comes to personalization, hands-on practice, and designing learning experiences that truly stick, the human touch is irreplaceable.

The best training blends the speed and scalability of AI with the insight, creativity, and empathy of your training team.

The future isn’t AI vs. humans—it’s AI with humans, working together for better learning.

Are you leveraging AI in your training programs? What’s working (or not) for your team? Email me to share your experiences. 

Until next time,

Manasi

Need help streamlining or enhancing your training?

Email me at [email protected]—I’d love to help you create customer training that truly delivers results!