Fortune 250 Energy and Utility
Industry
Energy and Utilities
Challenge
A lack of practical training and real time feedback for new agents led to long onboarding times and unpreparedness for live calls.
Results
The new AI simulator shortened agent onboarding from eight to two weeks, providing instant feedback and improving CSR readiness.
Technologies That Powered the Transformation
SharePoint, OpenAI, Azure Webapp, Azure Functions
The AI simulator provides a safe, repeatable environment for CSRs to practice and refine their skills before engaging with real customers. This reduces onboarding time and improves readiness.
A Fortune 250 energy and utility company partnered with rSTAR to address a critical gap in its customer service training program. While theoretical training was available, many customer service representatives (CSRs) lacked practical experience before handling real time customer calls. To bridge this gap, rSTAR built an Azure AI simulator and feedback platform that allows CSRs to practice real world scenarios, receive instant evaluations, and improve their communication skills before going live. The AI simulator significantly reduced agent onboarding time from eight to approximately two weeks.
Lack of Practical Training Before Live Calls: New CSRs were often expected to begin handling customer calls without any hands on practice.
High Stakes Real Time Call Environment: Without rehearsal or feedback, many CSRs struggled to meet service expectations under pressure.
Limited Feedback and Coaching Opportunities: Traditional training lacked mechanisms for personalized feedback.
AI Powered Virtual Instructor: The AI simulator answers in real time on accuracy, completeness, tone, and policy adherence.
Real Time Feedback and Coaching: AI simulator provides detailed feedback, highlights what was missing or incorrect, and offers answers for comparison.
Alignment with Existing Evaluation Criteria: The AI scoring system is based on live call evaluation criteria.
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