LEARNING DESIGN & CAPABILITY CASE STUDY
AI Simulated Roleplays
Building capability through realistic practice,
personalised feedback and reflection.
Frontline Staff, Team Leaders, Management,
Audience:
Learning Designer & Developer
My Role:
AI Simulated Roleplays
Solution:
Showpad (AI), Articulate Storyline (CRM)
Tools:
THE CHALLENGE
More practice.
Greater readiness.
Traditional roleplays limited opportunities for repeated practice and realistic customer interactions. Employees needed a safe environment to develop conversational skills, apply call procedures and build confidence before handling live customers.
THE SOLUTION
Real conversations.
Instant feedback.
I designed and developed AI-powered customer simulations integrated with a simulated CRM. Employees practise realistic conversations, apply required processes and receive immediate, behaviour-based feedback to guide their next attempt.
THE RESULT
Building confidence
through practice.
The AI roleplay initiative enabled employees to practise customer interactions more frequently, receive immediate coaching and strengthen their skills before handling live customers. Structured practice and targeted feedback contributed to measurable improvements in employee readiness, quality and compliance.
MORE PRACTICE
6 → 16 roleplays
167%
65.2pp
INCREASE IN READINESS
29.4% → 94.6%
REDUCTION IN ERRORS
33% → 16%
compliance failure rate
52%
92%
REDUCTION IN EXTRA
FLOOR SUPPORT
456 → 38 hours
8%
IMPROVEMENT IN QA RESULTS
AVG. 75% → 81%
$7,000+
TRAINING COSTS SAVED
by reducing 2 training days
Inside the Experience
Explore how AI-powered roleplay transforms learning into practice, allowing employees to navigate realistic customer conversations, receive immediate feedback and refine their skills through repeated attempts.
A closer look
Roleplay Introduction
Sets clear learning objectives and expectations, preparing employees to practise essential skills.
Interactive AI Roleplay
Employees engage in realistic conversations with an AI customer, applying their knowledge and making decisions in real time.
Personalised Feedback
The Virtual Coach evaluates performance against defined criteria, highlighting strengths and opportunities for improvement.
Practise, Refine, Improve
Employees use targeted feedback to retry the scenario, strengthening their skills and conversational strategies.
I designed the simulation around the behaviours learners need to demonstrate on the job, combining realistic conversation, process application and personalised coaching.
From practice to performance
How I Designed It
ANALYSE
Defined the capability gap and the workplace behaviours learners needed to practise, including process application, empathy, active listening and de-escalation.
DEVELOP
Developed the AI customer, scenario logic, simulated CRM and evaluation framework to recreate a realistic customer interaction.
DESIGN
Mapped the customer journey, expected call flow, emotional responses, decision points and performance behaviours that would shape the AI interaction.
IMPLEMENT
Designed the experience for independent practice, allowing learners to apply their skills safely without the pressure or limitations of peer roleplay.
EVALUATE
Aligned AI coaching and weighted scoring to observable performance behaviours, allowing learners to review feedback, reflect and retry until more confident.
Where AI Meets Capability
AI-powered simulations can support employees at every stage of their development, from onboarding and essential customer interactions to complex coversations, sales strategies, leadership and coaching.
Building Capability Across the Employee Journey
SALES & SERVICE
Practise needs discover, objection handling,
value-based conversations and confident
closing techniques
Capability Skills: Persuasion, questioning, negotiation
CALL FLOW & COMPLIANCE
Apply structured call flow processes, customer verification, privacy requirements and
mandatory procedures.
Capability Skills: Accuracy, consistency, compliance
SOFT SKILLS
Strengthen active listening, effective questioning, rapport building and responding to diverse customer needs.
Capability Skills: Active listening, empathy, rapport
COMPLAINT RESOLUTION
Navigate emotionally charged conversations, demonstrate empathy, de-escalate conflict and manage expectations.
Capability Skills: Resilience, empathy, problem-soving
LEADERSHIP & COACHING
Practise one-on-one coaching, constructive feedback, performance conversations and supporting team development.
Capability Skills: Coaching, feedback, leadership
CHALLENGING CONVERSATIONS
Respond to senstive disclosures, deliver difficult decisions, establish boundaries and manage challenging and complex behaviours.
Capability Skills: Resilience, emotional intelligence