Contact Center Pipeline January 2023 January 2023 - Page 55

WHILE TRADITIONAL SIMULATION TRAINING IS SIMILAR TO ROLE-PLAYING , ADVANCES IN AI NOW ENABLE AUTOMATED AND INTELLIGENT SIMULATIONS .
ADVANCED TRAINING WITH AI CONVERSATION SIMULATION
AI Conversation Simulation , an advanced form of simulation training , allows contact center and training leaders to build and leverage training scenarios that align with the situations that their agents will face with live customers and prospects . It allows agents to role-play and master real-life customer engagement scenarios and best practices in their own words without scripting , in private , without human bias , from their home or office .
Leading brands leverage AI conversation simulation to help agents become proficient in soft skills . Whether new to the agent role or struggling with certain soft skills , role-playing with AI technology can help the agent master critical skills such as acknowledging the customer with care , removing the customer ’ s feeling of isolation and responding to the customer with empathy and compassion .
AI conversation simulation empowers agents to learn how humans learn best – by practicing , making mistakes , solving problems , and building confidence , without the risks of interacting with a live customer or prospect . Here ’ s how the AI conversation simulation training process works :
• Customized high-impact simulations . Training leaders identify high-impact voice and screen scenarios and provide the best and required practices to include in the simulation training . With NLP ( natural language processing ) and NLU ( natural language understanding ) technology , agents can master best practices using their own words . This creates a more natural role-play and ditches stiff scripting , helping agents improve their confidence and remove their anxiety before engaging with live customers and prospects .
• Learn from the best . AI conversation simulation technology allows agents to listen to examples of best and required practices before beginning their training simulation journey .
• Engage with advanced AI technology . When the agent is ready to begin practicing independently , they engage with high-impact voice and screen scenarios that replicate what they will face on live calls .
• Master skills . Agents will move from engaging with high-impact topics to mastering these challenging scenarios through active learning . The agent continuously learns through practicing , making mistakes , getting feedback and building confidence over time . If the agent strays from best and required practices , the AI tool will interrupt the agent , offer real-time feedback , and give the agent another attempt at the scenario .
• Training manager input . Training managers can listen to an agent ’ s best simulation and provide human coaching with written feedback , a rating , and the ability to approve or not approve the simulation .
• Assess agent readiness for live calls . Training managers can certify agents to speak with live customers and prospects through their Simulation Scorecard and Simulation Call Listening . Agents will feel ready to engage with live customers and prospects , knowing they are accredited as confident , top-performing agents .

WHILE TRADITIONAL SIMULATION TRAINING IS SIMILAR TO ROLE-PLAYING , ADVANCES IN AI NOW ENABLE AUTOMATED AND INTELLIGENT SIMULATIONS .

SIMULATION TRAINING IS EASY-TO-DEPLOY
Simulation training technology is easy to deploy with no personal or account information and no IT integration for pilot or enterprise rollout . IT agents only require a chrome or edge browser and a headset to engage with their personal unbiased simulation training from home or the office .
Simulation training helps contact center and training leaders quickly and effectively upskill their agents to deliver consistently superior customer experiences - especially when applying advanced AI Conversation Simulation technology . Simulation Training will help your agents become the confident , top performers you need to lead your industry .
BRIAN TUITE , CEO AND FOUNDER , ZENARATE
Brian Tuite is CEO and Founder of Zenarate ( www . zenarate . com ), the leading simulation training solution for contact centers . He ’ s an experienced contact center leader and understands how today ’ s agents have the most demanding problems to solve . Brian formed Zenarate ’ s AI Conversation Simulation vision to develop top-performing agents .
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