A leading Indian BPO — running Fortune 500 contact centres — needed to train new agents without burning real customers. We built a training simulator where an AI customer plays every persona and every reply is scored live, so agents are floor-ready before a single real call.
New agents learn on simulated calls, not live ones — and every one is graded the same way.
An AI customer takes the practice calls, so agents rehearse against every persona and difficulty before they ever touch a real customer.
Every reply is scored the same way across eight dimensions — greeting, empathy, resolution, compliance and more — so feedback is objective, not a matter of opinion.
Certification fires the moment an agent hits B+ on three hard scenarios — no manual sign-off, no bottleneck between training and the floor.
A new agent replies to an AI customer playing six personas — frustrated, elderly, aggressive, budget-conscious and more — across three difficulty levels. Every reply is scored live across eight dimensions (greeting, empathy, resolution, compliance and more). Supervisors get a live view; certification fires automatically once an agent hits B+ on three hard scenarios. It loops into CRM, Telegram, and Sheets.
The agent practises, the simulator grades, and the floor gets someone who is ready.
A new agent takes a simulated call with an AI customer persona — no real customer involved.
Each reply is scored live across 8 dimensions, from greeting to compliance.
Supervisors watch the session and coach in real time as it happens.
Certification fires automatically at B+ across three hard scenarios — the agent is floor-ready.
The simulator turns training from a cost centre into a repeatable, gradable pipeline.
Agents rehearse against an AI customer through every persona and difficulty, so real customers never bear the cost of learning.
Live 8-dimension scoring grades every reply the same way — the same standard for the first agent and the six-thousandth.
Certification fires at B+ on three hard scenarios with no manual sign-off, so ready agents reach the floor without a bottleneck.
Whether you run a contact centre, a BPO, or any high-volume training floor, it starts with a conversation. Let's talk.