This week's Tips & Tricks session featured Kali Sarim (VP of CX) and Michael Wilson (Head of Business Development), who provided an in-depth look at SymTrain’s new updates on our Generative AI feature as a form of Sym Creation. The session focused on how Gen AI enhances simulation creation by allowing users to quickly generate multiple customer personas by adjusting the tone, providing more realistic and dynamic training scenarios. Kali and Michael demonstrated how Gen AI automates persona variations in seconds, making it easier for trainers, managers, and Sym creators to scale training and coaching content efficiently. They also discussed best practices for cloning and editing simulations, ensuring smooth integration with visual elements.
Key Takeaways
- Gen AI Creates Personalized Training at Scale: Trainers can now generate multiple customer personas (angry, polite, confused, etc.) instantly based on existing simulations, ensuring agents experience a variety of real-world interactions.
- Improves Agent Readiness with Diverse Scenarios: Instead of training on just one version of a scenario, agents can now practice handling different customer moods and behaviors, making them more adaptable on live calls.
- Saves Time & Simplifies Simulation Creation: With a single reference Sym or script, Gen AI automatically creates multiple variations, eliminating the need for manual copying, pasting, and editing.
- Training Plans & Performance Insights: Updates to training plans and the Sym Accuracy Score provide more detailed feedback on agent performance, allowing trainers to fine-tune coaching efforts.
- Coaching Tips: Sym Creators can place coaching tips within simulations to guide agents in real-time, helping reinforce best practices and key learning points.
- Seamless Script Management: The platform allows users to download and upload scripts easily, making it more convenient to edit, update, and repurpose training content.
If you missed something or want to revisit the session, check out the full session video: