While running a 5,000-agent contact center, Brian Tuite often experienced the problem of having to train new agents on the basics. The way he tells it, they weren’t prepared for success — and drained the contact center’s resources.
That gave Tuite the idea of creating what he describes as “simulation training” for customer service agents. After pitching it to Rab Govil, he and Govil decided to turn the concept into a company — Zenarate.
“Zenarate is an AI simulation training platform,” Tuite explained to me in an email interview. “It’s a ‘flight simulator’ for customer and prospect-facing agents, where agents in training are immersed in life-like conversation, screen and chat simulations to master high-impact topics they’ll face with live customers and prospects.”
Using Zenarate’s AWS-hosted platform, service agents engage with an “AI coach” that gives them feedback on their tone and soft skills — making suggestions whe...
