SymTrain Blogs

Tips and Tricks: AI Coaching & Intelligent Coaching

Written by María Vives | Jan 8, 2025 9:01:57 PM

In this week’s Tips & Tricks session our host, Jamie Leckband, delved into AI Coaching and our latest product Intelligent Coaching. Intelligent Coaching is driven by an agent’s data. Based on redacted call recordings, and associated metadata, QA scorecards. The AI identifies gaps and creates a personalized coaching plan automatically, that is assigned automatically.  These coaching plans are created as often as this data is received, to create a consistent, measurable plan to coach and improve an agent’s performance.

Key Takeaways: How Intelligent Coaching works

  1. Redacted call recordings, associated metadata and QA scorecards or agent performance data is received. AI analyzes and creates a customized coaching plan for the agent’s areas of opportunity.
  2. Syms are created and automatically assigned.
  3. All Syms are stored in your sym library for repurpose, reassign, and editing.
  4. Trainees have all personalized coaching plans under the Coaching Plans tab.
  5. Managers and Sym Creator roles have a dashboard under their Coaching Plans tab of activity for their teams and reports under the Reports tab.
  6. It can be integrated into WFM or CCaaS and agent performance iframes or as a stand alone in SymTrain offering flexibility.
  7. Visual Syms will be able to be created via a video.
  8. Syms will be able to be adjusted by managers by cloning the original and editing as needed, then assign to agents.

We would love for you to test drive Intelligent Coaching with your teams, from as little as 1 call recording. Reach out to us so we can set the trial up!

Disclaimer: We will offer a free trial, but beyond that, there are additional costs involved with Intelligent Coaching