Western Union 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.
Zenarate AI Coach uses advanced AI to simulate any customer or prospect scenario. Western Union immerses agents in life-like voice & screen simulations with AI Coach providing tone, soft skills, and best & required practice coaching throughout the simulation training.
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 is the global leader in cross-border, crosscurrency money movement.
Industry: Financial Services
No. of Employees: 10,000+
Companies Like WU Experience Proven Outcomes
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. Casey Denby, Senior Director, Contact Center Learning 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 their 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.
Teammates engage with their personal AI Coach on high impact voice & chat scenarios they will face with live customers.
Teammates master your Best & Required Practices with their personal AI Coach providing real time feedback.
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.