ADI Support: the New Intelligent Support Model for E-Learning Platforms (SmartMobile)

In today’s context, where the widespread use of online training platforms (LMS) has become the cornerstone of corporate learning, one of the biggest challenges organizations face is end-user support.

Although access to training is more universal than ever, friction points still exist: login failures, questions during course use, errors in the enrollment or payment process… All these factors can lead to the main cause of e-learning dropout: the lack of immediate response when the user needs it most.

The Hidden Cost of Dropout

These seemingly minor incidents create a critical consequence: learners abandoning their training programs. According to various analyses, this is the primary breaking point in distance-learning initiatives. What many companies still don’t fully calculate is that the cost of maintaining their helpdesk (CAU) can exceed the cost of the platform itself or the courses they deliver.

A poor user experience results in:

• Interruptions in learning.
• The need for constant human intervention.
• Increased load on support teams.
• Escalation of issues to technical or training departments.

That’s why at Fit Learning we have gone further: integrating a model of smart conversational support that is always available, multilingual, and able to contextualize assistance.

Introducing ADI Support: Generative AI at the Service of Learning Experience

Developed with the latest generative artificial intelligence technology, ADI Support—the virtual assistant of SmartMobile—transforms the relationship between the user and the learning platform. It embeds the necessary knowledge, responds accurately, and is available exactly where it matters:

📌 Where Does ADI Support Act?

1. At the login screen: when the user has trouble signing in.
2. Within the training platform, on the exact course where they are enrolled.
3. On the self-enrollment page, resolving questions about payments, registrations, or features.

🔍 What Can ADI Do?

• Offer contextual help, recognizing the exact point where support is requested.
• Provide natural responses in any language, adapting to the user’s language.
• Automatically present a selection of relevant FAQs for each scenario.
• Inform about the user’s learning progress, achievements, and submissions.
• Send certificates or diplomas if configured to do so.
• Answer questions about course content when acting as a virtual tutor.
• Train itself on the client’s own content, resolving questions about procedures, internal policies, or personalized learning paths.
• And if it cannot resolve the issue, ADI can automatically create a ticket and forward it to the client’s support team, ensuring a second-level response with full traceability.

Real Operational Savings: More Support, Less Cost

Implementing a generative AI system like ADI Support on a learning platform isn’t just a technical choice—it’s a business efficiency strategy. In many projects, human support costs far exceed those of the platform or content itself.

For example, at Fit Learning we successfully managed an e-commerce training project with over 30,000 annual users using a very lean back-office team, thanks to ADI Support integration:

• Over 90% of inquiries were resolved without human intervention.
• We achieved a cost savings of more than 50% of the project’s total cost.
• The volume of human support hours was reduced by over 90%, without impacting the user experience.

Thanks to the hours saved with ADI Support’s AI, the project’s total cost was significantly reduced. In many cases, the biggest expense in an e-learning project isn’t the platform or content but end-user support. That is why operating with SmartMobile and its intelligent support model is more cost-effective than any other platform, even open-source ones.

📲 More information at: www.fitls.com/smartmobile

#ADI #AI #SmartSupport #Elearning #OnlineTraining #UserExperience #HR #DigitalTransformation #OperationalEfficiency #SuccessStories