AI training ground for more optimization and communication quality

Good communication is the be-all and end-all for us – and needs to be practiced! We have always imparted the necessary specialist knowledge in traditional training courses. But when it comes to practising specific conversational situations, analog methods such as role-playing sometimes reach their limits – in terms of personnel, time and, of course, cost.

For this reason, we have been testing an innovative format since March: the “AI training ground”.  The idea: exclusive conversation simulations with a learning AI, tailored precisely to our projects and learning scenarios. During the transition phase from training to live telephony, for example, it becomes clear that our colleagues need the opportunity to practice conversations as intensively as possible when facing new challenges or dealing with special customer reactions. This is where AI comes into play: an individualized learning platform that is precisely tailored to our requirements – from specific product content and typical customer concerns to concrete conversation objectives such as de-escalation, closing orientation, technical correctness, completeness of content and correct legitimation.

This is how the “AI training ground” works:

– Simulate instead of improvise: Our colleagues talk on the phone with virtual customers with different behavioral and expectation patterns – personas equipped with names, ages and typical reactions – just like our customers.

– Realistic & project-related: The simulations are fed with real information on products and processes – and react humanely to statements, questions or errors.

– Transparent evaluation: Every practice interview is transcribed by the AI in the background and can then be analyzed in black and white.

– Feedback included: The integrated analysis area provides specific optimization recommendations based on the defined learning and performance target.

Even non-operational learning scenarios, such as conducting employee appraisals (KRG, performance reviews, etc.), are already mapped via the platform – controlled by our training department. The AI training platform is suitable for different target groups within KiKxxl: new colleagues can use it to get started with live telephony and practise their first call situations. Existing employees have the opportunity to work on specific call phases or challenges – whether for self-monitoring or for targeted further development. Managers also benefit, for example as part of training measures relating to employee appraisals.

The content of the simulations – such as customer types and behavior, discussion scenarios and the respective learning objectives – is developed by our trainers, coaches or managers. Depending on the individual training requirements, employees are then given targeted guidance so that each employee has exactly the training cases they need.

“In one of our outbound projects, for example, we recently provided targeted training on how to start a conversation – in other words, the first few seconds that decide whether a customer will stay in the conversation at all,” explains Stefan Mohr, Head of Training and one of the project managers. “Thanks to the AI, our colleagues were able to run through various entry options several times, receive direct feedback and noticeably gain confidence. It was also particularly helpful that they were able to practise at their own pace and exactly when it best suited their working day – without any time pressure and without having to wait for a coach.”

With the AI training course, we are creating a flexible and practical addition to our existing learning formats – and making our training fit for the future.