AI Coaching overview

Who does what

Role	What they do
Member	Takes journeys, practises calls, reads feedback and takes exams.
Team lead	Also follows the team and builds journeys, skills and AI customers.
Organisation admin	Also manages people, teams and settings for the organisation.

A learner’s path

1. 1

   Start a journey

   A journey is a guided path of lessons, quizzes and practice.

2. 2

   Practise a call

   Talk with an AI customer, with tips if you want them.

3. 3

   Read the feedback

   See a score and a reason for each skill.

4. 4

   Step up

   Try again, or make an easier or harder version.

What is in a journey

A journey is split into chapters. Each chapter holds steps of 3 kinds:

• Lesson: something to read, watch or listen to.
• Quiz: a few questions that check what you took in.
• Practice call: a spoken call with an AI customer.

Your team lead chooses the mix. Some journeys are only lessons and quizzes, some are only practice calls. Lessons and quizzes teach. Only practice calls are scored on skills.

Where to find things

• Home: your suggested next call, your weekly goal and streak, and your recent calls.
• Journeys: your journeys and your exams.
• Practice: your skills, your calls and the step-ups waiting for you.
• Me: your level, your settings and your notifications.

Team leads and organisation admins also get a team area with the team overview, members, content and, for admins, the organisation.

What you can do

• Take journeys and practise calls.
• Read your feedback and see what the scores mean.
• Take exams and follow your progress.
• Choose your notifications and language.
• Follow your team and build journeys as a team lead.
• Build AI customers in AI Studio.
• Set the skills your team is scored on.
• Add product knowledge so AI customers know your facts.
• Manage people and teams as an organisation admin.