Customer Resources

Zenarate Expands its AI Coach Language Capabilities and Adds New Agent Feedback Reporting

Zenarate expands its AI Coach language capabilities to 79, the most in the industry, and adds new agent feedback reporting for AI simulation training.

PALO ALTO, Calif. and DENVER, Oct. 18, 2023 -- Zenarate, the leading AI Simulation Training platform for customer-facing agents, today announced a significant expansion in its language capabilities along with new “Deep Insights” reporting for improved agent feedback.

The company’s AI Coach platform now supports 79 languages, the most options in the industry. With new language support and agent intelligence, Zenarate continues to innovate breakthrough capabilities to allow globally distributed teams to train in their native languages and improve agent proficiency and performance.

“At Zenarate, we continue to innovate and add more capabilities to our AI Coach platform to help global brands develop top-performing agents,” said Brian Tuite, CEO of Zenarate. “Our mission is to help customers provide exceptional customer care through human-to-human engagement. By supporting training in local languages, we empower agents to deliver a superior customer experience, ultimately improving CSAT scores and call outcomes.”

By supporting training in local languages, we empower agents to deliver a superior customer experience, ultimately improving CSAT scores and call outcomes.”

— Brian Tuite, CEO of Zenarate

Zenarate AI Coach is the “flight simulator” for customer service agents. In training, agents are immersed in life-like conversations, screen, and chat simulations to master high-impact topics they will face with live customers. It enables agents to improve their skills, speed, and confidence in customer engagement. With added native language support, contact center leaders can extend the reach of AI Simulation Training and deliver a superior training experience without needing costly translation of their learning curriculum.

The addition of expanded language support is significant for global brands. With Zenarate, they can eliminate language barriers that had hindered the training process and deliver personalized service in customers’ native language to please customers. The company and its customers recognize that human engagement remains the cornerstone of outstanding customer service despite advances in automation tools. Zenarate AI Coach harnesses the power of artificial intelligence in the service of agents and representatives to help them handle complex issues and meet increasingly demanding customer expectations.

In addition to the language expansion, Zenarate released a major update to its reporting solution, including “Deep Insights.” The feature allows training leaders to mouse over a student session in the report table and zoom into the transcript to reveal deeper insights and analysis for continuous improvement. It also has updated its AI Coach Student Interface UI/UX to enhance and streamline the learner’s experience.

For more information about Zenarate’s AI Coach platform and its capabilities, please visit www.zenarate.com.

About Zenarate

Zenarate is a contact center agent development leader focused on creating top-performing agents who consistently deliver a superior customer experience. Its AI Coach platform trains, certifies, measures, and coaches millions of agents worldwide based on our customer’s perfect call outcomes and requirements. Ensuring they’re prepared before they ever go live with customers and continuously developing them once they do. Zenarate has improved agent Speed to Proficiency, First Call Resolution, and Agent Retention for leading enterprises worldwide in financial services, healthcare, insurance, telecommunications, technology, retail, and travel industries. For more information, visit www.zenarate.com.

Language Capabilities

Learn More About Zenarate

Related Resources

Webinars
Join Allison Sadler, the Chief Learning Officer of USAA, and Casey Denby, VP and former training leader, to learn more about the methodologies and underlying principles of AI Simulation Training and tips for implementing the best onboarding and training program for your contact center.
Whitepapers
Download this white paper to learn how retail customer service agents can better deliver on business values through immersive learning and AI simulation training. In this white paper we’ll look at the evolving challenges and how to best address the shifting dynamics of customer behavior. Last, we’ll share insights into the role of more engaging and immersive training in developing top-performing agents and the benefits of these new methods.
Articles, Press Releases

Skill-Focused Training: Beyond Memorization to Mastery

Read this article on how AI-driven training offers new opportunities to transcend the traditional approach of memorization-heavy learning to embrace skill development as its cornerstone.
Scroll to Top