Zenarate , the industry's leading AI conversation simulation solution, today launched Concurrent Chat Simulation in Zenarate's AI Coach platform. It is the first AI simulation solution that allows contact center agents to practice handling multiple incoming chats from customers simultaneously. Training leaders can now empower agents to master high-impact chat topics with their personal unbiased Zenarate AI Coach simulating a customer while providing in-the-moment coaching.
According to data from Zendesk, customer satisfaction ratings for live chat (85%) are second only to phone support (91%). In addition to call simulations, Zenarate AI Coach brings AI chat simulation to leading contact centers in 12 languages to develop confident, well-prepared new hire agents before their first chat. It also helps close tenured chat agent skill gaps to increase agent speed proficiency and responsiveness in handling concurrent chat engagements.
Zenarate's AI Coach simulates any customer engagement scenario, voice or chat, immersing contact center agents in hyper-realistic conversations while providing them real-time coaching. Both voice and chat simulations use Natural Language Processing, allowing agents to use their own words without scripting, and Natural Language Understanding, generating real-time customer responses simulating a customer on any topic and persona.
"Adding concurrent chat simulation to AI Coach addresses the rising importance of real-time digital customer engagement and bolsters our overall contact center simulation training capabilities. Now agents can improve their confidence and remove their anxiety by mastering concurrent chat servicing with their personal unbiased AI Coach from home or office through our human-centered AI conversation simulation platform. And call center leaders can clearly assess agent readiness to handle multiple live chats with confidence."
Brian Tuite, founder and CEO of Zenarate
Zenarate's AI Coach helps leading brands develop confident top performing customer-facing teams through AI Conversation Simulation. Zenarate's AI Coach is used worldwide every day in over a dozen countries, including the U.S., Canada, Mexico, Philippines, India, and Europe and supports 12 languages. Zenarate Customers include 7 of the top 10 U.S. financial institutions, 3 of the top 5 BPOs, and leading companies in the healthcare, travel, technology, and services industries.