Gen AI-powered Agent Training

AI-Powered Training Simulations for Agents to Handle Sensitive Customers

We’ve added a new customer persona type – “Vulnerable” – to [24]7.ai’s Agent Training simulation. This will help agents support customers who may be facing financial stress, personal challenges, or other sensitive situations. By selecting this option, agents enter realistic (AI-powered, simulated) scenarios where customers subtly hint that they’re going through a tough time. The update helps agents recognize cues, respond with empathy, build trust while staying on task, and practice the right tone and pacing – all in a safe environment that builds confidence before handling real-world conversations.

A Unified Training Environment for Faster Onboarding of Agents

A new unified agent training environment for FLE (Foundation Level) programs is now available – making the onboarding process quicker and easier for new agents. Instead of multiple separate LOB-specific instances, the FLE training programs will now fit into one of four shared groups: Sales – Voice, Sales – Chat, Service – Voice, and Service – Chat. Trainers and admins can access one of these four groups, quickly apply filters to choose the right client, LOB, and batch – and assign agents in just a few hours.

The Agent Training reporting has also been simplified. Trainers can view all performance data in these four consolidated spaces and use filters to focus on a specific batch. This leads to faster onboarding, fewer admin steps, clearer visibility, and smoother scaling during busy periods.