Spitch’s AI-driven Agent Training solution was first showcased at CCW Berlin in 2025 – and it made quite a splash. The reason is simple: it’s far easier to master complex communication tasks by practicing them in a safe, AI‑simulated environment than by studying them in a classroom. The AT solution also does much more than simply simulate customer calls across a range of scenarios, including difficult ones. It assesses agents’ performance in real time, generates coaching prompts and reports backed by objective evidence of what has and hasn’t been achieved, and helps chart the path for professional growth.

AI and human strengths combined

The idea that AI would simply replace human staff has proven wrong. In the foreseeable future, AI cannot substitute for human empathy and emotional intelligence, but it can certainly help with what it does best. It takes just minutes to draft and implement new or customized conversation scenarios based on issues that have come up in real conversations. Supervisors are greatly relieved, too: the AT solution maps key conversation turns, flags inappropriate wording, and identifies lost upselling opportunities, working hand in hand with another Spitch AI agent – Speech Analytics.

In fact, Spitch’s entire Collaborative Agentic AI Platform – which includes tools such as Knowledge Agent and Quality Management – can be used to ensure that automated training delivers tangible benefits to human agents and supervisors alike, boosting their competencies and professionalism.

Customer case study

The best illustration is seeing it work in practice. Contact center provider davero dialog has adopted Spitch’s agentic, AI‑powered Agent Training (AT) solution to modernize agent onboarding and coaching across its 650‑strong workforce. Adrian Jung, Managing Director at davero dialog, stated: