“The trigger was a presentation at the Swiss Customer Service Summit 2024, where I saw Spitch’s Agent Training solution. It was clear to me that we needed to offer our new employees, who had no experience with customer conversations over the phone, a safe space to practice. The software makes it possible to simulate realistic customer conversations before employees speak with real customers. This was particularly exciting for me because the assessment of the conversation takes place live and is very realistic,” said a Customer Center executive at BEKB.

“The AI takes on several roles in the training process. First, it generates the synthetic customer conversation in real time, meaning the person calling doesn’t actually exist but is simulated by the AI. However, the AI is not only responsible for the conversation itself but also supports the creation of training scenarios and curricula. As trainers, we can simply describe in free text which scenario we want to simulate, and the AI creates the appropriate conversation with all relevant topics. In addition, the AI provides direct feedback on style, empathy, and argumentation during and after the conversation.”