AI Training Scenarios lets you create realistic training sessions for your agents using AI-powered virtual customers. Instead of relying solely on role-play or static training materials, you can design scenarios that reflect the real conversations your customers have with your business. These scenarios are then “played” by the AI, giving agents the chance to practice their skills, test their product knowledge, and handle challenging situations in a safe environment.
This feature is available as a paid add-on. If you’d like it enabled and don’t have access currently, please contact Talkative Support or your Customer Success Manager.
👩🎨 Creating an AI Training Scenario
Step 1: Find Training Scenarios
Head to Settings in the left-hand menu, select/search Training Scenarios, and click the blue Create Training Scenario button in the top right corner.
Step 2: Complete the Form
In the next screen you will see a list of description requests which will be used as your prompt for the AI. Lets work through them…
- Title: Add a name so you can find it later.
- Scenario Contextual Information: Write a short note about your service and the type of issue the customer might have.
- Scenario: Explain the situation the agent will face, such as a customer receiving the wrong order.
- Customer Profile: Add details about the type of customer, e.g. a regular shopper or a first-time buyer.
- Initial Customer Mood: Note how the customer feels at the start, such as frustrated or confused.
- Escalation Trigger: Add what might make the customer more frustrated. For example, waiting too long for a reply.
- Resolution Reaction: Note how the customer should respond once the issue is resolved. For example, happy after receiving a replacement.
- Successful Outcomes: List what counts as a successful resolution.
- Failure Outcomes: List what counts as an unsuccessful resolution.
- Click Create Training Scenario to save.
Step 3: Enable Training Permissions
- Head to Agent Training Configuration.
- Toggle Enable self-triggered training on or off.
- If enabled, agents will see a “Start Training” option in their console.
- If disabled, only supervisors can launch sessions.
- Select a queue, we recommend building a queue specific for training.
- Click Submit.
🚀 Launching an AI Training Session
Step 1: Find Training Sessions
Head to Settings in the left-hand menu, select/search Interaction Training Session, and click the blue Create Training Session button in the top right corner.
Step 2: Create Training Session
- Now choose which User/s you want to take part in your Training Scenario
- Select the queue you want it to appear in.
- Choose which of your created scenarios you want to run.
- Click ‘Create Interaction Training Session.’
To keep training scenarios out of your analytics and reporting you need to create a dedicated training queue so you can exclude it.
👀 Agents POV
Agent-triggered (if enabled):
- Agents can click Start Training from their console.
- They select a scenario to run.
Watch the video below to see how our example AI Training Scenario went for Char the Agent…
📊 How To Review Completed Training Scenarios
You can find the completed training scenario in your Interaction Logs.
Filter the Interaction log by Queue or Agent and choose the summary that matches the scenario you created.
Here you can see…
- The full transcript of the conversation.
- An AI summary.
- Sentiment scoring for both the customer and the agent.
- The Interaction Data including the scenario you created and tags added by the agent.
- Timings.