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Since launching in 2018, Palo Alto-based training platform Zenarate has been providing sales and customer service professionals with field-specific AI simulations. It has taken its offerings up a notch with the release of its new AI tutor, which takes those training simulations and gives users real-time performance insights and feedback.
“It's basically your own little personal AI coach following you, listening, analyzing your calls, and it surfaces what we call an ‘automated development plan,’” Brian Tuite, chief executive officer and co-founder of Zenarate, said. “You come back from your sales call, and it’s in green on the left-hand side saying, ‘you did great with empathy, listening, acknowledging, and restating their problem,’ and all that. On the right-hand side, it says, ‘here’s some of your opportunities.’ The AI tutor will provide it where you can click and you can actually see the transcript, and it’ll show you what you said versus the best practice for that brand experience.”
How it works: The platform, which is currently offered in 79 languages, can be tailored to certain scenarios or industries. The AI tutor then grades users against best sales practices, including close rates, sales rates, and overcoming objections, and auto-assigns new simulations focused on areas in need of improvement. Capital One, Airbnb, and Verizon are among companies already using the tool. There’s three steps to the process: guided role-play, which simulates a prospect call while guiding the user through best practices; coaching role-play, which offers real-time feedback; and dynamic role-play, which simulates a challenging prospect. Simulations vary from two to 30 minutes depending on the scenario.
What are the benefits? Tuite follows a “practice makes perfect” principle. Instead of using internal training videos or info sessions, he believes Zenarate’s interactive software leads to quicker improvement among sales professionals.
According to its website, Zenarate boasts 50% less training time, 45% fewer errors, 25% lower attrition, and 10% higher year-over-year sales among its clients.
“We have seen amazing results since incorporating Zenarate into our new hire training,” Raul Peterson, senior technology training analyst at HealthPlanOne, said. “We have had some of our best-selling years in our Brokerage and other lines of business because our agents are practicing using Zenarate.”
What’s next: In Q4, Zenarate is introducing an avatar sim in collaboration with AI video generation company HeyGen. The avatar will mimic human speech patterns to give salespeople as close to an IRL customer interaction as possible.