2025
Training Platform
Services
UI Design, UX Design, Project Planning, Strategy
Client
Confidential
Sector
Customer Service, EdTech, AI Training Systems
AI-Powered Customer Service Training Platform
AI-Driven Feedback
Interactive Learning
Modular Architecture
Realistic Scenarios
Overview
This project reimagines how call center agents learn and improve through a fully digital, simulation-based training platform. Designed to replace traditional manual feedback systems, it uses AI-powered evaluation, realistic customer interactions, and instant performance insights to make learning fast, engaging, and measurable.
Training agents on the outdated Portfolio interface was limited and rigid, with no ability to adapt content or scenarios.
Legacy System, Real Experience
This training platform is an immersive simulation system designed for customer service representatives in investment services. It replicates a legacy Portfolio system, providing learners with realistic hands-on practice in a safe environment. Users engage in unpredictable scenarios guided by an AI coach named Momo, building confidence, accuracy, and professional problem-solving skills.
Momo – Adaptive AI Coach
Personalized Guidance at Every Level
Learners often struggle to know what to do next in live scenarios, especially under pressure or with unpredictable customers. Momo provides context-aware guidance that adjusts based on proficiency. Beginners receive step-by-step instructions, intermediates get subtle hints, and advanced users are challenged with minimal support. Real-time sentiment cues help learners respond appropriately to frustrated, confused, or curious customers.
Randomized Scenario Engine
Unpredictable, Realistic Scenarios
Traditional script-based training fails to prepare users for real-world unpredictability. Each simulation generates unique investment-related scenarios, including account inquiries, transaction issues, and market concerns. The randomization ensures learners can’t memorize scripts and must practice adaptive problem-solving in realistic conditions.
Results & Takeaways
Measurable Learning Outcomes
The final platform delivers a complete learning ecosystem — where training feels realistic, progress is measurable, and feedback is instant. By blending AI intelligence with human-centered design, it transforms the traditional call center training model into a scalable, engaging, and data-driven experience.
+40%
Navigation Accuracy
Learners completed tasks within the Portfolio interface faster and with fewer errors.
+35%
Training Confidence
Users reported higher confidence in handling unpredictable customer scenarios after just three sessions.
60%
Learner Satisfaction
Feedback highlighted realism, AI guidance, and practical experience as top benefits.
Conclusion
This project demonstrates how thoughtful UX design and smart technology can elevate professional development — making growth both efficient and rewarding.
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