How TTEC Uses Writer to Automate Learning Design and Cut Asset Creation Time by 50%

TTEC has partnered with enterprise brands for over 40 years to design and deliver employee learning and training programs across industries including healthcare, financial services, retail, automotive, and travel. The company’s differentiation rests on a proprietary learning science framework built from decades of research on human attention, memory, knowledge retention, and skills transfer. Every curriculum TTEC produces is expected to reflect these principles, making quality consistency a direct competitive requirement — and one that is difficult to enforce at scale through manual processes.

Applying the framework manually created a structural bottleneck. Client needs assessments consumed two weeks of team effort; designing the learning assets that followed took another four to six weeks. The process limited how many clients the team could serve simultaneously and made it difficult to maintain consistent standards across designers and projects. The research lived in documents that had to be referenced individually each time, with no systematic way to enforce quality or accelerate the design cycle without compromising the methodology.

After evaluating multiple generative AI platforms, TTEC selected Writer for its Knowledge Graph capability and AI Studio builder. The team encoded the learning science framework — along with relevant white papers and academic research on learning principles — into a Knowledge Graph, then used AI Studio to build an internal AI application called “Curriculum Wizard.” The app is accessible to all designers regardless of technical skill and automates generation of knowledge assessments, video scripts, self-paced courses, gamified quizzes, and call simulations, pulling from the Knowledge Graph to ensure every output reflects TTEC’s methodology.

The results came quickly. Average asset creation time dropped by 50% across design workflows, with some asset types achieving up to 80% time savings. Overall efficiency across design workflows increased 8x. Design quality scores improved by 5 percentage points, driven by the consistent application of learning science principles the Knowledge Graph enforces across every output. Needs assessments that previously took two weeks now take days, and the team can serve more clients with the same headcount.

TTEC’s leadership sees the platform as a foundation for scaling services without proportional headcount growth. By connecting Writer’s Knowledge Graph to additional knowledge sources — and refining prompts through ongoing experimentation — the team continues to expand Curriculum Wizard’s scope and asset types. The approach has also shifted how learning designers allocate their time: less on manual research and formatting, more on client strategy, needs analysis, and quality review of AI-generated drafts.