AVA, Voyc’s AI customer simulator developed in partnership with Reassured, was recently featured in Protection Reporter.
Practising realistic customer scenarios
As the practice module in Voyc’s soon-to-launch Agent Suite, AVA is designed for colleague training and development. Built in collaboration with Reassured, it lets agents, advisers and call handlers work through call journeys built around your business. They practise the scenarios they’ll actually meet, and the skills each one asks for, with a customer who hesitates, pushes back and changes their mind the way a real one does.
Teams build confidence before they speak to real customers, through:
- Personalised feedback after every practice call
- Performance scoring against the skills that matter to your business
- Tailored training scenarios built for the calls your agents actually take
Not just for onboarding
AVA is where new starters build confidence and experienced agents sharpen specific skills.
Building AVA with Reassured
AVA was shaped from the inside with Reassured’s team. Every firm that uses AVA creates training journeys tailored to its own products, customers and processes.
Reassured describe Voyc as an outstanding partner, recognising the imagination, expertise and determination that went into the build. At Voyc, we’re equally proud to have worked alongside a team that embraced innovation, challenged ideas and helped create a simulator built for the realities of customer conversations.
Here’s what both teams had to say about bringing AVA to life.
“With AVA, we now have the ability to train new colleagues and present them to our wonderful customers with greater confidence and competence than ever before.
Voyc has been an outstanding partner; their imagination, expertise, and determination are what make this solution so powerful.”
Laura McGraw, Co-founder and Chief Customer Officer at Reassured
“Everything we build at Voyc is rooted in the belief that understanding real conversations is the key to unlocking better performance and delivering better customer experiences. AVA turns that understanding into action, giving customer-facing teams a safe and realistic environment to build confidence before they pick up the phone. Reassured’s commitment to investing in its people and their development made it exactly the right partner to bring this vision to life.”
Lethabo Westaway, Co-founder and CTO at Voyc
Discover more in Protection Reporter here.
