New hire agents practice handling real Samsung customer scenarios with an AI customer that reacts dynamically. Scored across 8 dimensions. Monitored by supervisors in real time.
8
Eval Dimensions
6
Scenario Library
93%
FCR Improvement
40%
Training Time Saved
What this platform does
Immersive Role-Play
AI plays the customer with realistic personas. Frustrated, elderly, aggressive, budget-conscious. Agent handles the call end-to-end.
8-Dimension Scoring
Greeting, Empathy, Resolution, Hold Protocol, Upsell, Closing, Tone and Compliance. Weighted scoring with overall grade.
Real-Time Coaching
Optional hint system whispers guidance to the agent after each customer response. Training wheels for new hires.
HITL Supervisor Dashboard
Team Leads see all agent sessions, scores, trends. Override AI scores. Add coaching notes. Track readiness certification.
AHT + FCR + CSAT
Every session tracks Average Handle Time vs target, First Call Resolution and predicted Customer Satisfaction score.
Floor-Ready Certification
Agent earns certification by scoring B+ on 3 consecutive Hard scenarios. Automated readiness tracking.