Award-winning AI-powered contact center training

Our RealPlay™ bot acts as an AI-powered "customer," providing enhanced learning experiences to help improve contact center KPIs.

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Leverage artificial intelligence to accelerate learning

Training new staff, upskilling teams in new products, or supporting seasonal ramps typically costs organisations hundreds of thousands of dollars per year in resource costs and yet, employees still deliver a subpar customer experience.

TTEC's role-playing RealPlay™ Bot leverages the latest Artificial Intelligence (AI) and machine learning technology to simulate real-world customer scenarios so employees learn by completing the job and getting real-time feedback and coaching. The training is completely digital, on-demand and asynchronous, enhancing the learner experience while saving companies time, money and improving customer satisfaction. RealPlay was also named "Disruptive Technology of Year" by Customer Contact Week as part of its 2020 CCW Excellence Awards.


Provide contact centre associates with AI powered, simulated learning scenarios to improve associate confidence and contact centre KPIs.


reduction in on-boarding times


reduction in contact centre nesting


reduction in speed-to-proficiency


Automate learning to drive
real business value

omnichannel cx calculator for ROI
Train employees faster, and at lower costs

Starting a new job with a steep learning curve can be intimidating. Traditional onboarding programs are dry and unengaging, which frustrates new employees before they even start. Our RealPlay™ bot reduces onboarding time and upskills new employees quickly and effectively.

Traditional training methods may not seem so costly in the short term, but they come with ongoing expenses can add up to large amounts of money over time. Our RealPlay™ bot is also easy to implement and launch, and requires minimal upkeep.

omnichannel cx calculator for ROI
Improve employee engagement

Today’s employees are tech savvy and operate at their own pace on their preferred device. Our RealPlay™ bot providing more opportunities to practice as learners self-pace their training, during breaks or at home, so they can be more productive during working hours. Enhance employee engagement through real-time feedback and coaching and use dashboards to promote healthy competition between learners. You can also drive real-world behaviour change using gamification techniques like points, badges, rewards, and status upgrades.


Leverage AI-powered training to recruit, onboard, and encourage continuous professional development.

Recruit top talent Use AI-powered recruitment tests to evaluate and benchmark the most suitable candidates.
Onboard in half the time Simulate real-world scenarios from day one so new hires can jump into their roles faster and with more confidence.
Motivate professional development Quickly upskill employees in key competencies, new products and technology, while providing opportunities for ongoing personal development.
Improve retention rates Provide more opportunities to practice and learn with real-time feedback and continuous coaching.
Measure training effectiveness Real-time reporting dashboards and actionable insights to drive training effectiveness and informed decision‑making.

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