A financial services firm had licensed an enterprise AI assistant for all 4,000 employees, but six months post-launch, fewer than 1 in 8 employees had used it more than once.
Building an AI Literacy Program That Moved Adoption from 12% to 78%
Service Provided
Capabilities Utilized
AI Literacy Training, Change Management, Adoption Measurement
Client challenge
The rollout had consisted of a single email announcement and an optional training video that almost no one watched. Employees didn’t understand what the tool was actually good for, were unsure what was appropriate to use it on given compliance concerns, and largely defaulted to ignoring it rather than risk using it wrong.
Our solution
We built a role-specific AI literacy program rather than a generic one — separate short modules for client-facing staff, operations, and compliance teams, each grounded in real examples from that team’s actual work rather than generic use cases. A companion “what’s appropriate to use this for” guide addressed the compliance hesitation directly, since that had been a major driver of non-adoption.
We paired training with a network of departmental “AI champions” — early adopters given extra training who could answer colleagues’ questions in the flow of work, which proved far more effective at driving habitual use than the training modules alone.
Results
Active weekly usage of the AI assistant rose from 12% to 78% of employees within five months of the literacy program’s rollout. A follow-up survey found 84% of employees could correctly identify appropriate versus inappropriate use cases for the tool, up from 31% pre-training, directly addressing the compliance concern that had been driving avoidance.
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