Zenarate AI Coach Boosts Leading Financial Services Company’s Global Employee Skill Development

"Zenarate multiplies classroom trainer impact by expanding their observation, feedback, and guidance delivered to trainees."

- Sr. Manager, Global Training

The enterprise financial services company is a global leader in cross-border and cross-currency money transfers. Servicing small businesses, global corporations, families, NGOs, and remote communities, this enterprise is determined to help people and businesses by moving money to grow economies and realize a better world
Industry: Financial Services
No. of Employees: 10,000+

The Challenge

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.

Key Results

AI Coach quickly became an integral part of the global employee training experience and a forced multiplier for classroom trainer impact.

The Solution

With Zenarate AI Coach, this global finanical services company uses advanced 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. practices.

Zenarate Customers Experience Proven Outcomes

The results are truly pronounced. 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. Their agents master best and required practices across any customer scenario for new hires and tenured agents.

"We saw an immediate increase in our teams’ ability to deliver expected communications. And an immediate turn around in skill proficiencies – delivering improved empathy, customer satisfaction, active listening, and all the other actions that we want them practicing for the improved customer experiences”
Jim
Sr. Manager of Global Training

Partnering with Zenarate to Revamp Global Training

This leading financial services company 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. Jim, the Sr. Manager of Global Training 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.”

Their business needed to boost their training improvement goals across global employees. Which is why they partnered with Zenarate to implemented 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 full-scale roll out, making AI Coach implementation and adoption easy. Jim 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 was exceptional.” Post implementation, trainers quickly adopted AI Coach into their workflows, “it’s almost like they can’t get enough,” Jim says. In fact, AI Coach has been implemented globally, effectively replacing role plays across global training in Egypt, Greece, Russia, China, Dominican Republic, Philippines, India, and Nicaragua. Their global AI Coach is delivering important training feedback, skill mastery enforcement, and improvements to overall customer care.

Engage

Teammates engage with their personal AI Coach on high impact voice & chat scenarios they will face with live customers.

Master

Teammates master your Best & Required Practices with their personal AI Coach providing real time feedback.

Perform

Your AI Coach provides a Simulation Scorecard certifying teammates who have mastered your best methods and are ready to hit the floor as top performers.

AI Coach Delivers Immediate Improvements to Customer Care

The customer facing teams at the company have strict regulations to follow. They meet these regulatory standards by practicing robust customer care. Jim explained that customer care is about making specific accurate disclosures to customers while simultaneous giving customers the best experience possible. He was very please when he saw immediate improvements in customer care post AI Coach implementation.

“We saw an immediate increase in our teams’ ability to deliver expected communications. And an immediate turn around in skill proficiencies – delivering improved empathy, customer satisfaction, active listening, and all the other actions that we want them practicing for the improved customer experiences,” says Jim.

The results are truly pronounced. Employees who graduate from Zenarate AI Coach report a much higher level of confidence in their ability to perform job duties than those who completed training without AI Coach. The higher confidence levels can be attributed to AI Coach’s use of advanced machine learning, which gauges the intent of employee responses creating real-life scenario practice.

AI Coach is not based on scripting and mere keyword text/speech analysis. Instead, AI Coach understands human intention, explanation, and scenario complexity delivering real-life experiential training for customer facing teams. Their AI Coach gets smarter everyday learning from every user interaction, helping agents master best and required practices across any customer scenario for new hires and tenured agents.

“One of AI Coach’s biggest benefits is the ability to be used as a reinforcement and development tool for existing customer contact people. It gives them the opportunity and the context to practice in a completely safe environment, both building and reinforcing skills that they might need for new or existing duties.”
Jim
Sr. Manager of Global Training

Expanding Their AI Coach Use Case

The company’s management teams are not the only ones noticing an improvement in skill development for new hires and underperforming tenured agents. The customer facing teams have voiced their satisfaction with Zenarate AI Coach to their training managers. And according to Jim, “there are plenty of corollary studies linking improvements in employee satisfaction with improvements in customer satisfaction.” They are expanding their AI Coach across more global training offices and use cases, developing confident customer facing teams that deliver the best customer experience possible.

“There are plenty of corollary studies linking improvements in employee satisfaction with improvements in customer satisfaction. Zenarate is a forced multiplier for trainers and It’s made our life easier.”
Jim
Sr. Manager of Global Training
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