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Language: English
Demo

AI agents

New hire onboarding with an AI assistant

The platform's AI assistant takes every new hire through an onboarding plan, explains your products, policies, and how to work in the platform, and trains them on real conversations: it simulates customer calls and chats, plays out tough cases, and tests knowledge with quizzes built on real situations. For managers, that means new hires who work independently sooner and make fewer mistakes with their first customers, while mentors spend time only where their experience is needed.

Get a quotePricing
24/7answers for new hiresNo waiting for a mentor
Role-playsand simulated callsVoice and chat
Quizzeson real casesFrom your conversations
What's newand policy changesFor experienced employees too

Tools

What new hires get

You decide which topics, quizzes, and deadlines go into the plan.

How to do it in the platformHow to transfer a call, find a call recording, or set the "Break" status – steps from the user guide.
Policies with sourcesAn answer about returns, payment, or delivery links to the section of the policy so the new hire can reread it.
Simulated callsThe AI assistant calls the new hire as a customer: it rushes, hesitates, and interrupts – just like a real conversation.
Plan remindersA topic not covered or a headset not tested – the AI assistant keeps reminding until the task is done.
Practice chatsThe AI assistant writes like a customer in a messaging app; the new hire replies and immediately sees what they could have said better.
Getting out of a tough spotA customer threatens to complain or demands a manager – the new hire finds a way out, and the AI assistant rates the solution.

Stages

Three stages to working independently

We build the plan around the role and timeline: shorter for a frontline agent, longer for a sales rep.

New hires don't get lost on day one

From day one, new hires have a clear checklist: get access to the platform and CRM, test the headset and softphone, meet their mentor. Completed items are checked off, and the AI assistant reminds them about the rest.

  • Day-one steps
  • Headset check
  • Meeting the mentor
Stage 1 of 3

After onboarding, employees keep working with the same AI assistant: suggested replies during calls and answers about shifts and schedules.

How it works

What onboarding is built on

Content

The same content for new and experienced employees

New hires and experienced employees use the same knowledge base: product descriptions, policies, scripts, and the platform user guide. Practice sessions use your employees' call recordings and chats, with customers' personal details removed.

  • Products and policies
  • Conversation scripts
  • Real conversations

Mentor

See where a new hire gets stuck

For each new hire, mentors and managers see how they're progressing through the plan, how they do on quizzes, and what they ask about. They step in only where the AI assistant alone isn't enough.

  • Plan progress
  • Quiz results
  • A new hire's common questions

Gaps

New hires' questions expand the knowledge base

If there's no answer in the content, the AI assistant sends the question to an expert. The expert's answer is added to the content, and after retraining, the next new hire gets the answer right away.

  • Question to an expert
  • Answer added to the knowledge base
  • An answer ready for the next hire
New hires on the line soonerA plan, quick answers, and practice shorten the time until a new hire no longer needs backup.
Mentors stay focusedThe AI assistant takes repetitive questions and reminders, leaving mentors with reviews and tough cases.
Fewer mistakes with customersNew hires work through difficult situations in practice, not in their first real conversation.
See who's strugglingFalling behind the plan and weak quiz scores show up early, not after customer complaints.

Launch

How we launch it

  1. 01Current stateWe look at how onboarding works today and how long it takes.
  2. 02PlanWe build a plan with dates for each role.
  3. 03ContentWe gather content and call recordings, remove outdated material, and prepare quizzes and role-play scenarios.
  4. 04MentorsWe assign who gets unanswered questions and who runs reviews.
  5. 05PilotThe first group of new hires trains on the new plan, and we compare results with previous groups.
  6. 06LaunchWe bring in all new employees and expand the knowledge base based on their questions.

Requirements

Launch requirements

Content
Products, policies, scripts, call recordings
Plan
Onboarding stages and timelines by role
Quizzes and role-plays
Situations from your practice – we'll pick them together
Channels
Telegram, WhatsApp, or the platform window
Mentors
Who reviews tough cases
Cost
Model and speech services at provider rates, launch in support plan hours

Preparation

What to discuss before launch

How long does onboarding take?How many days it takes today before a new hire works without help.
Where is the content?Product descriptions, scripts, and who keeps them updated.
Do you have an onboarding plan?Stages by role – or we'll build one together.
Who are the mentors?The employees new hires go to with questions.
Which cases are the hardest?We'll build practice sessions and role-plays from them.
Where are new hires most comfortable?Their messaging app or their screen in the platform.

Q&A

Frequently asked questions

Do we still need a mentor if we have an AI assistant?

You do. The AI assistant handles repetitive questions, while tough calls and the decision on whether a new hire is ready to work alone stay with the mentor.

What is a role-play in onboarding?

It's a simulation of a real customer situation followed by a review. The AI assistant plays the customer – by voice on a call or by message in a chat – with a scenario drawn from your company's real conversations: the customer hesitates, argues, or asks for the impossible. In the review, the new hire sees where they answered well and where they slipped.

Where do the tough practice scenarios come from?

From your team's day-to-day work: complaints, refusals, return disputes, customers who rush or interrupt. A mentor can add a scenario of their own if it comes up often.

How is a new hire's answer graded?

Against examples from your coworkers' best conversations and your company policies. The new hire sees what they did right and what they missed, and the mentor sees the result of every session.

What happens if a new hire struggles with quizzes?

The AI assistant has them review the topic and retake the quiz. If the score doesn't improve, the mentor gets an alert and goes over the topic with the new hire personally.

How is knowledge tested?

With short quizzes on what's been covered. We prepare quiz questions with your experts, and the mentor gets the results.

How much does this onboarding save?

Your own numbers will show it: with a pilot group, we compare how soon new hires work without help and how much mentor time they take against previous groups. The longer onboarding takes today, the bigger the savings.

Which roles is it for?

Frontline agents, sales reps, and support specialists – anyone who talks to customers through the platform. We tailor the plan and content to each role.

Can we train on recordings that contain customer data?

You can: before a recording goes into practice sessions, customers' names, phone numbers, and other personal details are removed.

How quickly does new material reach training?

New content reaches training once the AI assistant has retrained. The more changes, the longer it takes: minutes for a small change, hours for a major update.

Does it work for experienced employees?

It does when they need to get up to speed quickly on something new or on changed policies: long-time agents take the same practice sessions and quizzes.

Does onboarding work without the cloud?

It does: the platform, the content, and an open-source model are installed on your servers, and practice conversations aren't sent anywhere.

How much does this onboarding cost?

Chats and practice calls are billed at the rates of the chosen model and speech services, while setting up the plan, content, and quizzes is billed in support plan hours.

Support plans →

Glossary

Terms on this page

Call recording
Calls are saved so they can be replayed and disputes settled. Learn more →
Knowledge base
All answers, policies, and prices in one place – for agents and AI. Learn more →
Backup
Data is regularly copied to a separate place so it can be restored if something goes wrong. Learn more →
CRM – customer relationship management
Where a company keeps its customers, deals, and full communication history. Learn more →
Softphone
A phone app that runs on a computer or in a browser. Learn more →
Cloud deployment (cloud)
The platform runs on the vendor's servers, and agents connect over the internet. Learn more →

More

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Blog

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