iQor Adds AI-Simulated Training to Symphony Ecosystem

Onboarding contact center personnel was once a long, laborious process. New agents engaged in a mix of private coaching, classroom training and engaging in simulations on contact center software. With high turnover in the call center industry, however, these long intervals of getting agents up to speed proved to be a drag on many customer support processes.

So, customer engagement and BPO solutions provider iQor recently announced that it has added AI-simulated training to its platform. Integrated into iQor’s Symphony [AI] ecosystem, the enhancement is "expected to increase speed to proficiency by leveraging AI-driven insights and real-world simulations."

In the announcement, iQor also noted that its training system "enables agents to master complex tasks faster, enhancing their readiness for all types of customer interactions." The AI-powered simulations, built using input from iQor’s training experts, are reportedly tailored to the immediate needs of each agent.

The creation of this new process involved identifying the gap in training effectiveness, researching optimal AI solutions, and launching a proof of concept (POC) with Second Nature, i.e. sales training software that uses conversational AI to have actual discussions with sales reps.

The POC showcased improvements in customer experience, sales conversion and agent preparedness. The platform optimizes the trainer’s role in the process, enabling agents to refine their skills in a risk-free environment that elevates their confidence with complex support needs.

“The integration of our AI-powered platform into iQor’s Symphony [AI] ecosystem enables iQor’s agents to immerse themselves in real-world scenarios and sharpen their skills in a controlled, risk-free environment,” noted Ariel Hitron, founder and CEO at Second Nature. “By rapidly developing critical abilities through scalable and customizable training, agents are fully prepared to deliver outstanding customer experiences from their first day.”

To boot, iQor’s AI-driven training offers scalability and flexibility in all scenarios, said the company, from rapid ramps to long-term customer service solutions. Immediate feedback from the training empowers agents to hone their skills, ensuring improved performance.