Zenarate Expands AI-Driven Coaching Platform with Call Analyzer

In the contact center, coaching tends to be one of the most important and time-consuming tasks of managers. In addition to a plethora of operations-related duties, it’s the job of managers to continue agent training by regularly listening in to calls and offering guidance, constructive criticism and formal grading and evaluation of their performance. The addition of artificial intelligence (AI) can help human managers more quickly analyze calls and help agents brush up on skills that may need sharpening.

AI simulation training solutions provider Zenarate recently announced the expansion of its AI Coach platform with the launch of Call Analyzer. The offering allows contact center leaders to seamlessly connect new agent training with live agent assessment and ongoing coaching on one comprehensive platform. Call Analyzer uses a client's existing call model within AI Coach to evaluate real-time agent calls. It identifies each agent's call skill strengths and opportunities and provides an automated Agent Development Plan with targeted call simulations to resolve performance gaps and improve agent retention.

Zenarate’s AI Simulation Training solution develops agents on brand-specific call skills and best practices through roleplay in life-like conversation, screen and chat simulations before they engage with live customers. With the addition of Call Analyzer, contact center leaders can quickly analyze all live agent calls against those same call skills, identify skill gaps and recommend development plans for continuous agent development.

"Zenarate's mission is to develop confident top-performing agents delivering superior customer experiences at scale," said Brian Tuite, CEO of Zenarate, in a statement. "Adding Call Analyzer to our AI Coach Platform is a major step toward offering the industry's only single platform for developing new hire agent call skills through simulation training, scoring agents against the same call skills they were trained on, and closing tenured agent call skill gaps through targeted simulation coaching – driving significant KPI lift while unifying the agent learning and development journey."