Leveraging AI for Active Listening Training

Overview

As part of a collaborative research initiative, I worked on Leveraging AI Through Active Listening Training, a project that explored how generative AI (GenAI) and large language models (LLMs) can improve sales training by enhancing active listening skills. Our goal was to move beyond traditional perceptual measures of salesperson effectiveness and instead analyze objective indicators—specifically the use of “inquiring” and “distilling” behaviors—in real sales conversations. I helped develop and evaluate a GPT-powered chatbot that simulated realistic customer interactions, delivered real-time feedback, and tested adaptive learning techniques to improve user engagement and sales competency.

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Learning Outcomes

• Gained a deeper understanding of how objective listening behaviors impact sales outcomes.
• Applied signaling theory and communication models to sales interaction analysis.
• Learned to build and assess AI-powered training tools using real-world data.
• Evaluated how chatbot strategies—like response delays and value affirmation—affect user engagement.
• Practiced end-to-end data handling, from tagging behaviors in sales transcripts to deploying an AI training system.

Key Skills Gained

• Gained hands-on experience with prompt engineering and model testing to enhance classification accuracy.
• Contributed to the development of a chatbot framework for delivering context-specific sales training using large language models (LLMs).
• Applied Python in Google Colab to analyze conversation flow and evaluate key performance metrics, including F1 score, precision, and recall.
• Learned to clean, structure, and integrate data from multiple formats, including spreadsheets and tagged transcripts.