ServiceSim

Like batting practice for your agents.

Vistio’s ServiceSim is an AI-enabled simulated customer that lets your agents practice even the most complex customer interactions in a real-life situation with all of the variables of a typical human conversation.

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With ServiceSim, agents can train in a virtual practice environment that bridges the gap between classroom training and the contact center floor. Whether it’s addressing complex product inquiries, handling irate customers, or resolving intricate support issues, ServiceSim can prepare your agents for any type of customer service challenge.

Fight agent attrition

typical decrease in agent attrition during training when clients use ServiceSim

When agents feel empowered and know what to do, they’re happier in their work and they stick around. Don’t believe us? See how much you can save with our ServiceSim ROI calculator.

Estimate your ROI with ServiceSim

Just like practicing with real customers—but safer.

Practice with an AI-customer that acts like just the real thing

 

Replicate the customer side of any interaction with unique conversations that match consumer-level knowledge and are based on personas you create.

Agents apply their training in a safe
Al-based environment

 

Agents can experience diverse scenarios and learn how to adapt their approach accordingly without upsetting real customers or eroding your brand.

Training managers receive a full transcript of any completed interaction

 

By reviewing any of the real-life interactions, training managers can adapt training curriculum and know when agents are ready for the real thing.

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How it works

ServiceSim is customizable to focus on your industry, scenarios, or product so it helps your agents become experts at handling any type of complex interaction. The result is improved customer service, reduced time to proficiency, and reduced attrition during training.

Determine what scenarios you want your agents to practice.
This could be as simple as determining the types of calls that your agents most often get wrong or the types of calls you most often role play in training.
Set up your scenarios
It just takes a few clicks and a few minutes to set up a scenario. As you go, you can add specifics or change the customer’s mood or attitude—whatever most closely resembles your typical interactions.
Invite your agents
No instruction or training is necessary. We’ve designed ServiceSim to be so intuitive that your agents can login and start practicing right away and you don’t waste a minute of time during training.

See ServiceSim in action

Worried that your interactions are too complex for ServiceSim? Here are some examples that show ServiceSim’s range and complexity in different industries and with sophisticated products. But if you still feel your customer interactions are too complex for ServiceSim, get in touch. Most of our clients say that before they start using this application too.

Lost credit card and address update

 

  • ServiceSim lets the agent practice multiple customer questions at once
  • Setup time: 5 min

Installing Windows 11

 

  • ServiceSim helps the agent troubleshoot a complex software issue
  • Setup time: 5 min

Power sander is not working

 

  • ServiceSim guides the agent through various troubleshooting steps
  • Setup time: 5 min

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Building ServiceSim: The Power of Augmenting Humans with AI  

Gregg Antenen discusses Vistio's innovative approach demonstrates the potential for AI to enhance human performance and learning. ServiceSim stands as a beacon of AI that is not only powerful but practical in real-world scenarios. 

Read More

Common Questions

How does the AI know my company's processes? 
It doesn’t. ServiceSim only knows the information that a typical customer knows and acts like a typical human. So, for example, it may know that it wants to set up an account and it will know it's name and address, but your agents are responsible for guiding them through the process.
How does ServiceSim match customer-level knowledge, especially if we support a pretty complex product? 
We can configure the simulation to respond however it “chooses” to make for more varied and realistic responses and we can also have precise control over particular aspects of the interaction to dictate the customer’s sentiment or to pose very specific and targeted. Most importantly, neither scenario requires much in the way of configuration. Any situation can be set up within ServiceSim either by you or by our team in a matter of minutes.
Does ServiceSim only handle fairly simple interactions? 
Not at all. We can make any scenario as complex as your typical interactions are. Part of this is done by simple configuration for each scenario but the AI customer can add a lot of complexity on its own. Our customers typically know the scenarios they’d like their agents to practice and they know the typical characteristics of their customers. If we have that information, ServiceSim can allow agents to practice extremely complex interactions
Can I try out ServiceSim? 
Yes! We offer a 14-day free trial so you can test out ServiceSim for you and your agents before you buy.
Are ServiceSim licenses transferable? 
Absolutely. We know that not every agent is going to need to train with ServiceSim all the time. So at any point, you can deactivate one user and re-assign that license to another user.
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