Voice Roleplay Trainer
Insurance Sales Training · Skills Practice / Voice AI
AI voice roleplay that makes skills practice measurable
A US insurance sales training firm teaches agents a six-step method for closing on the first call. Datics built the voice roleplay trainer its agents now practise with: a live call with an AI prospect, scored against the firm's own method, with a recording, transcript and specific coaching after every attempt. It runs on the web and as a desktop app for Windows and macOS.
- Status
- In production, ongoing
- Engagement
- June 2025 to present, two-week sprints
Skills Practice / Voice AI
Live Roleplay
Where the agent holds the voice call with the AI prospect.
- Scenario, personality and difficulty
- Live voice roleplay
- Scorecard and coaching
- Progress and admin analytics
Firm-managed training environment; scores are advisory and reviewed by managers.
The starting point
The firm's training taught a structured, six-step sales conversation, and its agents already worked inside the firm's own tools. Practice depended on live roleplay with a manager or a colleague playing the prospect.
What had to change
Coaching depended on managers being available, feedback varied from one coach to the next, and text-based practice did not feel like a real call. Agents finished training without enough repetitions to make the method automatic.
What couldn't break
Practice had to happen by voice, the way the real call does, inside the tools agents already use, and every session had to be scored the same way against the firm's own method and questionnaire rather than a generic rubric.
Why this was hard
A believable prospect has to hold a personality, mood and objections for a whole call and react to what the agent actually says, in real time, with low latency and clean audio. The session then has to be scored against a specific multi-step method, with each objection found and timestamped.
What Datics changed
Datics built a stateful roleplay engine with prospect personalities, moods and objection styles; real-time two-way voice with noise suppression; scoring against the firm's six-step method and its 15-point questionnaire; objection analysis with timestamps; and an admin side for scenarios, scripts, users and analytics.
Shipped as an MVP inside the firm's existing extension, so agents needed no new sign-up, then extended sprint by sprint: dynamic script selection per scenario, gamification, a desktop app for Windows and macOS, and staging-to-production release pipelines with an approval gate.
Scenario, personality and difficulty
Agents choose what they practise; trainers manage scenarios and upload scripts.
Live voice roleplay
Real-time voice that adapts to the agent's pace, hesitation and departures from the script.
Scorecard and coaching
AI summary, recording, transcript and a scorecard against the firm's method, with timestamped objection analysis.
Progress and admin analytics
Levels, badges, streaks and leaderboards; sessions, average scores, completion and hardest objections for managers.
How it works
Connects to: The firm's existing agent extension and CRM, real-time voice and transcription services, and noise suppression.
- 1
Set Up the Call
Where the agent picks a scenario, a prospect personality and a difficulty.
- 2
Live Roleplay
Where the agent holds the voice call with the AI prospect.
- 3
Score & Coach
Where the call is scored, coached and added to the agent's progress.
Runs within: Firm-managed training environment; scores are advisory and reviewed by managers.
Engagement at a glance
Agents can practise the same controlled calls as often as they need, by voice, and every attempt is scored the same way against the firm's method. Managers see who is practising and which objections the team struggles with.
- Platforms
- Web, Windows and macOS
- Delivery
- Two-week sprints since June 2025
- Team
- Three engineers with BA and QA
Under the hood
- Datics role
- Business analysis, product design and full-stack AI engineering, with QA and release management.
- Integrations
- The firm's existing agent extension and CRM, real-time voice and transcription services, and noise suppression.
- Deployment
- Cloud-hosted web app plus signed desktop apps for Windows and macOS.
- Production boundary
- Firm-managed training environment; scores are advisory and reviewed by managers.
Technology
What this unlocked
The same engine now powers Rehearsly, our skills-practice module for workforce-learning, CE and bootcamp platforms.
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