"With AVA, we now have the ability to train new colleagues and present them to our wonderful customers with greater confidence and competence than ever before."
- Laura McGraw - Reassured
Reassured has announced that it is set to launch an AI-powered customer simulator, AVA (AI Voyc Agent), in partnership with oversight and performance specialist Voyc.
The simulator is designed for colleague training and development within the life insurance industry by immersing users in customer scenarios powered by advanced artificial intelligence, developed using insights from millions of customer conversations.
The platform also allows managers to build tailored training scenarios based on specific customer needs, products, and objectives.
Colleagues will be able to engage in live-style conversations with AI-generated customers, receive performance scoring and feedback, and track their progress over time within their own learning path.
The platform also features gamification, enabling colleagues to benchmark their performance against peers using identical customer scenarios.
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"Reassured has grown from 4 to over 800 people over the past 15 years, so developing our people has always been a key focus," Laura McGraw, co-founder and chief customer officer at Reassured, said. "With AVA, we now have the ability to train new colleagues and present them to our wonderful customers with greater confidence and competence than ever before.
"Voyc has been an outstanding partner; their imagination, expertise, and determination are what make this solution so powerful."
Lethabo Westaway, co-founder and CTO at Voyc, added: "Everything we build at Voyc is rooted in the belief that understanding real conversations is the key to unlocking better performance and delivering better customer experiences. AVA turns that understanding into action, giving customer-facing teams a safe and realistic environment to build confidence before they pick up the phone.
"Reassured's commitment to investing in its people and their development made it exactly the right partner to bring this vision to life."
