An IT Services & Consulting organization boosted agent readiness with AI Roleplay Bots, enabling faster onboarding, consistent call quality, and scalable multilingual training. With real-time insights, personalized feedback, and strong adoption, teams improved call performance and strengthened customer experience.
An IT Services & Consulting Organization Agent Readiness Using AI Roleplay Bots
A growing IT Services and IT Consulting organization supporting multiple products, customer scenarios, and languages faced increasing complexity in ensuring consistent, high-quality customer conversations across teams.
As operations scaled, onboarding new agents quickly while maintaining quality standards became a challenge. Traditional, instructor-led training struggled to keep pace, and leaders lacked structured visibility into readiness and performance—making coaching reactive rather than proactive.
To solve this, the organization partnered with Eubrics to embed AI-powered sales and service simulations directly into agent readiness and quality workflows.
The organization aimed to:
Reduce time-to-productivity for new agents
Standardize conversation quality across products and service scenarios
Enable realistic, risk-free practice before live customer interactions
Provide managers with real-time visibility into agent readiness and performance
Create continuous, actionable feedback loops to accelerate skill development
The organization implemented Eubrics’ AI-powered Roleplay Bots to create a centralized, scalable readiness engine.
Key components included:
AI-Powered Conversation Simulators
Agents practiced unlimited, real-world customer scenarios without impacting live operations.
Standardized Call Flows & Compliance
Product flows, personas, and compliance requirements were embedded directly into simulations.
Multilingual & Inclusive Training
Agents trained across languages with consistent evaluation standards.
Personalized AI Feedback & Reports
Each agent received detailed performance insights with clear guidance on improvement areas.
Real-Time Readiness & Quality Dashboards
Leaders gained visibility into quality scores, effort, participation, and risk segments—enabling proactive coaching.
The AI-driven approach delivered measurable gains across adoption, quality, and operational efficiency:
66% Average Call Quality Score
Improved from a 64% baseline through structured, AI-led practice.
94.1% User Login Adoption
Strong platform adoption across teams with consistent engagement.
51.5% Simulation Completion Rate
High-volume, scenario-based practice across products and customer profiles.
5/5 Overall Learning Experience Rating
Agents highlighted faster learning cycles and highly realistic simulations.
Enhanced Managerial Visibility
Leaders gained structured insights into performance distribution, top performers, coaching needs, and risk areas.
By deploying Eubrics’ AI simulations, the organization moved from fragmented, manual training to a centralized, AI-driven readiness and quality model.
This enabled:
Faster ramp-up without increasing training overhead
Consistent customer experiences across teams and geographies
Data-backed, proactive coaching instead of reactive quality reviews
Scalable performance management aligned to business growth
Agents became productive faster and more confident across complex product and service scenarios, while managers gained the visibility required to sustain quality at scale.
This case study demonstrates how AI-powered conversation simulations can help IT Services and IT Consulting organizations scale customer experience quality—without adding complexity.
By embedding practice, feedback, and measurement into daily readiness workflows, Eubrics enabled a shift from effort-heavy training to consistent, measurable, and scalable execution excellence.