AI-powered simulation training provider Zenarate has concluded a successful funding round, raising $15 million. This investment comes in the wake of a remarkable 234% year-over-year growth in enterprise clients for Zenarate.
As automation takes over simpler tasks, agents face more complex challenges. Zenarate's AI Coach addresses this by equipping agents with the necessary skills to excel before their first live interaction. Through AI-powered training, agents can master the required skills and knowledge, enabling them to handle customer and prospect interactions with confidence and competence.
"Simulation training is the most powerful form of learning, from pilots learning how to fly a plane to surgeons practising before operating on live patients. With recent advancements in AI, customer service and sales leaders can now leverage the power of natural language simulation training to help their agents master the skills necessary to solve complex problems and deliver superior empathetic experiences and performance," said Brian Tuite, co-founder and CEO of Zenarate.
Zenarate AI Coach serves as a "flight simulator" for customer service and sales agents, providing immersive training experiences. Through realistic conversation, screen, and chat simulations, agents in training can gain mastery in handling high-impact topics they are likely to encounter when interacting with live customers and prospects. This lifelike training environment enables agents to develop the necessary skills and confidence to excel in their roles.
Zenarate utilizes advanced Natural Language Processing (NLP) and Natural Language Understanding (NLU) technologies to offer agents a realistic simulation training experience. Through Zenarate's AI Coach, both newly hired and experienced agents can engage in role-playing scenarios with personalized and unbiased AI Coach.
Human role-play-like simulation
This training can occur from the comfort of agents' homes or offices, using their natural language without scripting. Like human-to-human role play, Zenarate's AI Coach guides tone, soft skills, and best practices throughout the simulation. Training leaders can assess and certify agents' readiness to interact with live customers and prospects using the Simulation Scorecard and Simulation Call Listening features. Zenarate claims agents consistently report excellent user experience scores, praising the authenticity of the simulations and how their AI Coach boosts their confidence, reduces anxiety, and prepares them for real-world interactions with customers and prospects.
The company has successfully provided over 16 million agent simulations in 15 languages to renowned clients in various industries, such as financial services, insurance, healthcare, telecommunications, technology, retail, and travel. By leveraging AI-powered simulation training, Zenarate's platform immediately improves key performance indicators (KPIs).
Newly onboarded agents quickly become proficient in live conversations, while experienced agents gain confidence and proficiency in previously challenging conversation topics and skills.
Zenarate promises that the AI Coach helps agents achieve proficiency 56% faster compared to traditional training methods.