an AI-powered role-playing tool for training and evaluating customer service representatives
Fuel iX Agent Trainer uses GenAI to create scenario-based role playing opportunities that can build and enhance the skills of call center and customer service agents.
By simulating real-world customer contact scenarios and providing immediate evaluative feedback, training and coaching teams can decrease time to proficiency, decrease average handle time, increase customer satisfaction scores, and drive other critical business metrics in the contact center.
Configurable scenario-based role play training gives agents a safe place to practice and refine their knowledge and skills and greatly decreases their time to proficiency.
Immediate quantitative and qualitative feedback can be used to build agent confidence and improve consistency and customer satisfaction during difficult customer scenarios.
TELUS's GenAI Customer Support tool, powered by Fuel iX, becomes the world's first to achieve ISO 31700-1 Privacy by Design Certification.
The application provides text-based AI-enabled customer chat emulations, trained on contact transcripts and policy and procedure data, for use as training or skill-building role play scenarios for CSRs.
Upon completion of a role play, the AI engine evaluates the CSR performance according to the defined policies and configured skills, providing feedback and coaching where necessary.
While the platform’s chat emulation and evaluation occurs within the Agent Trainer application, API endpoints are available to provide integration into Learning or Performance Management systems.