Zenarate AI Coach Boosts Western Union's Global Employee Skill Development
"Zenarate multiplies classroom trainer impact by expanding their observation, feedback, and guidance delivered to trainees."
- Jim Unger, Sr. Manager, Global Training
Western Union is the global leader in cross-border, cross-currency money movement. From small businesses and global corporations, to families near and far away, to NGOs in the most remote communities on Earth, Western Union helps people and businesses move money - to help grow economies and realize a better world.
Industry: Financial Services No. of Employees: 10,000+
Trainers were having difficulty creating top performing customer facing teams. Trainers knew the importance of active learning to prepare teams for success, however trainers found their human-to-human role play program made it challenging to observe, provide feedback, and administer coaching in large classes.
AI Coach quickly became an integral part of Western Union's training experience and a forced multiplier for classroom trainer impact.
With Zenarate AI Coach, Western Union uses AI conversation simulation to create winning customer-facing teams right out of training and close skill gaps for their underperforming tenured agents. Customer-facing teams master real scenarios they encounter with customers, and trainers can easily track individual and team performance.
Zenarate Customers Experience Proven Outcomes
The results are truly pronounced. Western Union employees who graduate from Zenarate AI Coach report a much higher level of confidence in their ability to perform job duties than those that completed training without AI Coach. Western Union agents master best and required practices across any customer scenario for new hires and tenured agents.
Western Union Partners with Zenarate to Revamp Global Training
Western Union is always looking for ways to improve training experiences, employee skill building, and customer satisfaction. However, improvement in those areas is often a challenge due to their heavily regulated financial services industry, where compliance across their money transfer business is a must. James Unger, Sr. Manager of Global Training for Western Union points out, “There are specific scenarios where we have to make sure we are acting in 100% compliance with regulator expectations…We were searching for the best way to provide our employees the opportunity to practice delivering service content and information in a completely compliant way while promoting customer care.”
Western Union needed to boost its training improvement goals among global employees. This is why Western Union partnered with Zenarate to implement AI Coach, the only solution delivering advanced conversation simulation focused on helping customer-facing employees perform their best.
AI Coach requires no personal or account information and no IT integrations for a full-scale rollout, making AI Coach implementation and adoption easy for Western Union. James mentioned that Zenarate’s world-class customer success team made the process even easier, “One of the things that I’ve really appreciated was the Zenarate team’s willingness to provide us with tutoring and guidance in creating our own customer scenarios…The AI Coach interface is really intuitive, but sometimes we needed additional guidance. The Zenarate team's guidance and responsiveness were exceptional.” Post-implementation, trainers quickly adopted AI Coach into their workflows, “it’s almost like they can’t get enough,” James says. In fact, AI Coach has been implemented globally at Western Union, effectively replacing role plays across global training in Egypt, Greece, Russia, China, Dominican Republic, Philippines, India, and Nicaragua. Western Union’s global AI Coach is delivering important training feedback, skill mastery enforcement, and improvements to overall customer care.
Agents engage with their personal unbiased Zenarate AI Coach on high-impact voice & chat scenarios they will face with live customers & prospects.
Agents master your high-impact scenarios, soft skills, and best & required practices by role-playing with their Zenarate AI Coach from home or office.
Your Zenarate AI Coach provides a Simulation Scorecard certifying agents who have mastered your best methods. Now your agents are ready to engage with live customers & prospects as confident top performers.