Role-play practice
Let learners rehearse sales calls, difficult conversations, and procedures with an AI partner that responds in real time and scores each attempt.
Knowing is not doing. Role-play lets people rehearse the conversations and procedures that matter with an AI partner that pushes back like a real customer, candidate, or colleague.
How a role-play works
- The learner reads the scenario brief: who they are talking to, the goal, and any constraints.
- They practice by voice or text. The AI partner responds in real time and stays in character.
- At the end, the attempt is scored against a rubric, with specific feedback on what went well and what to try next.
- The learner can retry as often as allowed; each attempt is recorded.
Creating a scenario
| Field | Example |
|---|---|
| Situation | "A long-time customer wants a refund 45 days after purchase. The policy window is 30 days." |
| Partner persona | "Frustrated but reasonable. Calms down if acknowledged. Mentions switching to a competitor." |
| Learner goal | "Retain the customer within policy, offering store credit or an exchange." |
| Rubric | Acknowledges the frustration; explains policy clearly; offers an alternative; confirms next steps |
| Difficulty | Easy, medium, or hard (how much the partner resists) |
| Mode | Voice, text, or either |
Start from the scenario libraries for sales, service, and leadership, or generate scenarios from your own playbooks and call transcripts.
Write rubrics as observable behaviors
"Acknowledges the customer's frustration before explaining policy" is scorable. "Shows empathy" is not. Clear rubrics give consistent scores and better feedback.
Manager review
Managers can review recorded attempts from their team, add comments, and override a score. Many teams make one manager-reviewed attempt a required step before certification.
Readiness
Role-play scores feed mastery and readiness. For example, you can ask "which new reps are ready to take renewal calls?" and see who has passed the renewal role-play at the required level.