The document provides an overview of the Eternal Genie (EG), a comprehensive knowledge and learning management system designed to enhance employee training and communication for frontline teams. Key features include customizable modules, real-time reporting, performance management tools, and various training methodologies such as online compliance and product training. Case studies highlight significant improvements in training efficiency, customer experience, and revenue generation through the implementation of specialized training bots.

1. Eternal Genie
your knowledge buddy . . .
Knowledge & Learning Management System
developed by Eternity Solutions

2. Other activities: internal and external
communication , surveys, sharepoint &
forums, call flow & suggested responses
Learning Management: onboarding,
content preparation, certifications,
simulations & knowledge checks & SOP
documents, call library
Reporting dashboards: KPI reporting,
integrated data with user friendly views &
user specific dashboards
Information broadcaster:
communication, performance
management & alerts
Quality controller: quality control,
calibration, customizable forms, change
management & knowledge retention
Knowledge Base: repository of
process, policy & procedural documents
Eternal Genie (EG) Knowledge & Learning Management System
Eternal Genie (EG) is designed to simplify life of front line team members. EG empowers front line associates with process
repository, learning & development content, user friendly information and performance management tools for ease of job &
increased visibility to metrics
EG is customizable to the core and organisations can choose relevant module as per business requirement. EG is a strong
reporting and analytics tool which empowers managers with real time reporting for quality control, TNI and KPI metrics
Accessible on desktop, laptop and mobile

3. Feedback & rating:
rate modules, provide
feedback,
communicate with
central team
Improved performance:
lower time to resolve, metric
visibility & tracking
Employee satisfaction:
low # of tools, dashboards
and integrated LMS for
skill development
KPI management: user
specific customized
dashboards, KPI data
integration to show overall
performance
Save time, training & upkeep of
multiple tools: low integration
efforts, save of multiple tool
maintenance, reduce vendors
Document Management Tool Integration Other Features
Eternal Genie (EG) Knowledge & Learning Management System

4. Learning Management System (LMS)

5. Eternal Genie LMS Features
Training Content
Content Creation
Content Library
Gamification
Simulations
Remote Learning
Periodic
checkpoints/
practice sessions
Profiling & Assessments
Mock environment
for tool practice
Trainee Profile
Trainer Scorecard
Success Factor
Assessment - 360
degree feedback
Skill Analysis
Training ROI
Dashboards Reports & Analytics
Reward &
Recognition
User level
customisation

6. Onboarding
Onboard New hires and get them
productive faster. Quickly introduce
employees to products, processes and
corporate culture
Eternal Genie LMS Implementation
Compliance training
Make compliance less of a pain by taking it
online. Easily deliver and update content on your
learning portal to ensure employees are
compliant
Product training
Provide quick access to latest product updates
and practices. Learning material will be
accessible by employees on their desktop, tablet
or mobile
Channel training
Develop a global knowledge base for
your representative and partners
Sales training
Share best sales practices, assess product
knowledge, and enhance communication skills
Certification
Assess employees performance with online
exams, interactive scenarios and self
assessments. Automatically award completion
certification and generate reports

7. User Dashboards Sample Modules
Enterprise Dashboard
Track tool usage
Manager Dashboard
Manage your team trainings
Associate Dashboard
To do list, pending trainings, skill level
Content Library Skill AnalysisPolicy & procedures

8. Types of Trainings
Product Training 3D Image Training
Interactive Videos Mobile Learning

9. Training Simulations Sample Modules
Sample 1 - Treatment/ Process Flows Sample 2 - Probe techniques training
Sample 3 - Soft skills training Sample 4 - Image flows

10. Option to self rate on skills
Content Library
Select skills to improve
Select areas of interest
Artificial Intelligence identifies relevance

11. Case Studies

12. Client: Chat support queue for telecom, media & communication
company in United States
Problem Statements: Limited hands on practice during training,
low mentor/ trainer ratio, security protocols like paperless training,
trainer process knowledge
Solution implemented: ‘Training bot’ (TBot)
Benefits:
● Training bot enables practice of real life customer interactions
● More focused hands on practice during training
● Nesting support for on job training (OJT)
● Trainer knowledge issues does not impact batch performance.
Scenarios in bot are validated by process experts
● Intelligence to populate scenarios as per trainee
Case Study # 1 Training Bot (TBot)
9% saving on
training expenses
22% better customer
experience scores
15% higher productivity
observed during OJT

13. Case Study # 2 Interactive HealthCare Module (IHM)
Client: Learning & Development team of hospital chain in Asia
Problem Statements: Unstructured training and onboarding
collaterals, regulatory compliance adherence, tailoring trainings, too
many learners
Solution implemented: Interactive HealthCare Module (IHM)
Benefits:
● Uniform training platform improved compliance adherences
● Easy revision during onboarding
● Mobile enabled access for training
● Periodic knowledge checks and practical scenarios
● User flexibility to refresh knowledge through online portal
Results
15% reduction in onboarding time | 84% end users appreciated ease of access

14. Case Study # 3 Selling Support Bot (SSBot)
Client: Airline booking client in Australia
Problem Statements: Customer support associates approach to sell tickets at lowest rate,
limited attempt to educate customers about value added services and higher class benefits for
ticket booking
Solution implemented: Selling Support Bot (SSBot)
Benefits:
● Real time support for associates with top down selling approach
● Prompt of relevant value added services
● Increase in revenue and customer experience
Results
25% increase in revenue per customer
10% point higher customer experience

15. Thank You