Tips and Tricks: Developing Training Plans using Sym Gen AI

In this Tips & Tricks session, Reece Lincoln, SymTrain’s Chief AI Officer, demonstrated how to rapidly build targeted training plans using Sym Gen AI. The session walked through how to create foundational Syms, then transform them into multiple tone-specific and behavior-specific versions (angry, confused, polite, etc.), and finally, how to assign these Syms strategically within training plans based on learning goals like de-escalation and adaptability. The result? Fully personalized training plans that are generated in minutes instead of weeks.

Key Takeaways

• Start with a Strong Prompt: Use a clear and specific scenario prompt to quickly generate a foundational Sym with Sym Gen AI. For example, “A frustrated customer calls about a denied auto insurance claim” immediately gives the AI context for a realistic and relevant interaction.
• Transform One Sym into Many: After generating your base Sym, create multiple tone-based versions (angry, confused, demanding, polite, casual, elaborate) to reflect real-world variability and train adaptability in agent responses.
• Use Persona Variants to Build Training Themes: Leverage Sym Gen AI’s ability to simulate different customer behaviors, then group these into structured themes like "De-escalation Skills" or "Communication Adaptability" to address specific learning objectives.
• Design Training Plans for Intentional Progression: For structured learning (like de-escalation), arrange Syms in a specific order (e.g., angry → confused → demanding), using sequential completion and repeat requirements to reinforce mastery.
• Keep It Flexible for Exploratory Practice: For adaptability-based training, allow learners to experience Syms in any order. This reduces pressure and encourages exploration of various communication styles.
• Set Completion Rules Based on Goals: Tailor plan settings to your needs, use sequential completion for skill-building, or skip scoring thresholds when the goal is exposure and exploration rather than mastery.
• Repurpose Real Calls for Realistic Scenarios: Upload real audio call recordings to generate Sym scripts. The backend AI cleans the transcript, fixes grammar, removes filler words, and validates logical flow to create usable training simulations.
• Customize Without Starting Over: Any generated Sym can be further edited, change tone, adjust language, or tweak scenario details to better match specific teams, industries, or performance gaps.
• Scale Training Fast: What used to take weeks (defining scenarios, writing scripts, formatting interactions) can now be done in 10–15 minutes. Gen AI lets you launch full training plans rapidly, freeing your team to focus on coaching and outcomes.

If you missed something or want to revisit the session, let us know, and we will send you the recording!