Customer is pushing on the sports-package price…
coaching cue
Confirm the exact price before moving on. Don't hedge with “I think”.
persona: frustratedskill: factual accuracy
AI Coaching
Role-play the call that went wrong, until it doesn't
Classroom training is a calendar problem and e-learning is a clicking exercise. Neither one puts a rep back in the moment they actually struggle with. Future Ready builds a voice role-play out of the conversation that scored low and lets them run it out loud, as many times as it takes.
How it works
Built from a real call
Persona, scenario and rubric come from the conversation that scored low.
Spoken, not clicked
The rep talks; the AI answers, objects and interrupts in real time.
Measured every session
The skill profile moves, so you watch the weak axis actually rise.
Practice is the part everyone skips
Every contact centre knows what good looks like. Almost none of them can give a rep enough repetitions to get there. A team leader sits in on a handful of calls a month; a training day happens twice a year and treats everyone identically. What's missing isn't knowledge, it's reps — the unglamorous business of saying the difficult sentence out loud until it stops being difficult. That gap is the only thing AI role-play is really for, and it's the reason a knowledge test never changes what happens on the next call.
The drill comes from the call, not a template
Generic scenarios train generic skills. When Conversation Intelligence scores a conversation low on factual accuracy, the coaching agent builds a role-play from that exact call: the same customer persona, the same objection, the same product detail the rep hedged on. The rubric it grades against is the criterion that actually slipped. Nobody writes a script, and nobody has to guess what this person should work on — their own calls already said.
68overall
Factual accuracy is the gap, and the next drill.
An AI that pushes back
A role-play only works if the other side is difficult. The customer persona holds its position, interrupts, repeats an objection that hasn't been answered, and gets impatient when the rep hedges. Difficulty adapts as the session runs: handle it well and it escalates, struggle and it eases off rather than turning practice into a failure. The rep speaks out loud and hears themselves doing it — which is the whole point, and the one thing a multiple-choice module can never provide.
Available whenever the rep is
Practice that depends on a manager's calendar is practice that mostly doesn't happen. A drill runs at 21:00 on a Tuesday, in the twenty minutes before a shift, or three times in a row straight after a call that went badly. New agents ramp on their own schedule instead of waiting for the next cohort, and none of it consumes supervisor time to make possible.
Prove the training actually worked
Most training spend is defended with a completion rate, which measures attendance rather than change. Because the same platform scores real conversations, the gain is measured where it counts: on the calls that come after the drill, against a baseline of peers who didn't run it. If a skill didn't move, you find out — and the loop proposes the next drill rather than repeating the last one.
last 14 days
Factual accuracy2.04.1
Objection handling3.13.9
Discovery3.84.2
Tone & empathy4.04.3
Scores are re-measured on real calls, not on the drill.
Questions we get asked
- Is this replacing our trainers?
- No — it gives them reach. Trainers set the standard and handle the judgement calls; the AI handles repetition, which is the part that doesn't scale and the part reps need most of.
- What does a rep actually do in a session?
- They speak. A drill runs as a live voice conversation in the browser: the AI plays the customer, the rep answers out loud, and coaching cues appear during and after the session. A typical drill takes a few minutes.
- Does it work in Norwegian and Swedish?
- Yes. Coaching runs in the language the team actually sells and serves in, on speech models we host and tune ourselves rather than a translation layer bolted over English.
- How do you decide what someone should practise?
- From their own scored calls. The criterion that scored lowest becomes the next drill, and a gap that keeps recurring proposes its own follow-up without a manager having to notice it first.
- Can we use coaching without the QA side?
- You can, and some teams start there with scenarios they write themselves. It's considerably stronger with scoring attached, because then the drills come from real calls and the gain can be measured instead of assumed.
See a drill built from your own call
Book a 30-minute call. Bring one conversation that went badly and we'll turn it into a role-play while you watch.