AI roleplay training for customer conversations

The Academy, Bank of America's onboarding, education and professional development organization, uses AI conversation simulators in which employees practise different types of client interactions and receive real time feedback. The bank reports more than one million simulations completed in 2024 and says many employees note that practising client conversations helps them deliver better and more consistent service. No proficiency or client outcome figures are published.

The Veterans Crisis Line trains new crisis responders with ReflexAI simulations in which generative AI plays eight Veteran personas, each with its own configured motivation and crisis, so trainees can practise in a low risk setting before live calls. Each simulated call produces a scoring summary of strengths and areas of growth. The tools launched with the first full cohort of new trainees in May 2024, and VA's 2025 AI use case inventory lists the system as deployed and not high impact.

BillGO, a bill payment technology company, ran onboarding for its Enrollment Specialists through live, manager led sessions that took five days and scaled to only four new hires at a time. It replaced that with AI role play practice through Second Nature so new hires rehearse customer conversations before taking live calls. The vendor reports new hires now reach proficiency in four days instead of five.

Calix, a cloud and appliance based platform and managed services company, found its sales training too long for reps to finish and manager feedback on recorded elevator pitches inconsistent, because overloaded managers rarely reviewed them. It replaced those recorded pitches with Second Nature's AI role plays and wove them through its 30, 60 and 90 day onboarding program. The organization reports gains in sales team performance, average deal size and new hire NPS scores, alongside more consistent coaching, but discloses no measured figures for these.

OneTouch Direct, a business process outsourcing contact centre with more than 2,000 agents across four countries, had agents learning soft skills on live calls, which cost sales opportunities and raised handle times. It introduced Second Nature's AI role play so agents rehearse calls before taking live ones. The vendor reports that one team's conversion rate rose from 12% to 49% within 30 days, and that agents overall reach competency 15% faster.

Pacira BioSciences, a pharmaceutical company that makes non opioid pain therapies, needed sales reps to discuss its products with FDA-compliant precision and to redirect healthcare providers back to clinical value in high pressure conversations, while mastering clinical terminology. It introduced Second Nature's AI role play at a national sales meeting, with scenarios that flag unsupported claims and superlatives, then extended it from onboarding to preparation for major sales meetings and to upskilling experienced reps. The organization reports more accurate, compliant and confident customer conversations, though it discloses no numeric result.

United Rentals, the world's largest heavy equipment rental company, found that sales coaches were too overloaded to give reps enough time practising real customer conversations and that manager feedback was inconsistent. It integrated Second Nature's AI role play into its existing online training, first for onboarding and then for a "Leading Change" discovery program covering 6,000 reps, while keeping human coaches in the loop. The vendor reports an average 30 point rise from a rep's first to last role play score, and a University of Houston study of about 2,000 outside sales reps who used the tool found a revenue gain per extra practice.

Oracle NetSuite handled onboarding and sales training manually. After a proof of concept with 56 emerging sales reps, it rolled out Second Nature's AI role play platform to its SDR and emerging sales departments, so reps rehearse sales conversations before live calls. The vendor reports that opportunities and sales volume rose, and that SDRs win their first customer and finish onboarding faster than before.

GoHealth, a health insurance marketplace focused on Medicare, uses AI role play partners so licensed benefits consultants practise sales and compliance heavy conversations, both in onboarding and in ongoing training. For new hires, practice is built into the training weeks instead of a separate three week block of practice calls. After a pilot in the fourth quarter of 2022 GoHealth signed a long term contract. The vendor reports shorter onboarding, a higher sales conversion rate in the pilot and a higher trainee to trainer ratio.