Role-play modules let your team practice real conversations with an AI before they have them with real customers.
Customer characters
Open AI Roleplay to create reusable personas, for example "first-time patient, nervous about cost" or "regular who's upset about a billing error." Each character can have a customer folder (background notes, history, screening details) that learners can see during the role play, the way a front-desk screen would show it.
Adding a role play to a lesson
- In Training Builder, open a lesson and add a Role play module.
- Write the scenario: who the customer is, what they want, and what makes it tricky.
- Optionally assign a customer character and choose whether to show their folder.
- Leave the success criteria empty to use the built-in Communication Coach grading, or write your own.
Communication Coach
Default grading follows Connect → Understand → Guide → Purpose → Own → Close. Learners get a score, a performance level, what went well, their biggest opportunity, a tip for next time and an example of how a top performer would handle it.
Building a coaching program
- Create a journey, for example "Front Desk Communication Coach."
- Add 2–4 lessons that get harder as they go (basic → advanced).
- Create 2–3 customer characters.
- In each lesson, put a short reading module first, then a role play with a character.
Write natural scenarios that reward real connection and ownership. Don't make people memorize scripts.
Reviewing results
Role-play transcripts and scores appear in Reports and in the role-play review queue. In training preferences, owners can require a minimum score to pass a role-play module.