What this module does
AI Simulation lets your employees practise by talking to an AI customer (an AI employee in manager coaching scenarios) in writing or by voice. When the conversation ends they get an evidence-based score against your company's criteria, feedback and a suggestion for what to practise next. Built-in scenarios are included; your company can design its own as well.
The score is a development tool: it is never linked by itself to decisions such as bonuses, promotions or dismissals. No emotion is inferred from the employee's tone, face or voice; empathy is scored only from what is said.
Roles and permissions
Permissions are given on Configuration > AI Simulation > Responsibilities (Responsibility management).
Role | Permission | What they can do |
Admin | AI Simulation Admin Permission (also the company administrator) | Designs scenarios, creates them with AI, tries and publishes them; manages training tracks; assigns to anyone; sees every result, the dashboard and the review queue; manages the settings and the usage report. |
Manager | AI Simulation Manager Permission | Assigns to direct reports, sees their results and dashboard and reviews their appeals. |
Employee | AI Simulation Employee Permission | Practises with built-in and company scenarios, sees own results and certificates, asks for a result to be reviewed. |
Responsibility manager | AI Simulation Responsibility Management | Opens the module's Responsibilities screen. |
Admins and managers can practise as well.
Before you start
The AI Simulation package is bought and the module is on (Turning company modules on and off).
Your company has digital credit. Conversations and creating scenarios with AI use credit.
For voice conversations the Voice simulation feature is on.
First setup
Set the conversation, privacy and team settings on Configuration > AI Simulation > Settings (AI Simulation settings, usage and credit).
Give employees the AI Simulation Employee Permission and managers the AI Simulation Manager Permission.
Daily flows
Employee: picks a scenario on AI Simulation > Practice, holds a written or voice conversation (Practising with an AI customer) and reads the result (Reading a simulation result).
Admin: designs, tries and publishes scenarios on AI Simulation > Scenarios (Creating a simulation scenario).
Admin: groups scenarios into ordered programmes and awards certificates in the Training tracks section of AI Simulation > Scenarios (Training tracks and certificates).
Manager and admin: assign simulations and follow completion on AI Simulation > Assignments (Assigning and tracking simulations); work with the Dashboard (skill heat map), Attempts and Reviews (appeals) sections of AI Simulation > Team results (Team results and reviews).
Statuses and what they mean
Status | Meaning |
In progress | The conversation is open. You can have one open conversation at a time. |
Being scored | The conversation ended and the score is being prepared (usually under 30 seconds). |
Scored | The result is ready. |
Could not be scored | The evaluation failed; an admin can score it again. Credit for a written conversation is returned. |
Too short to score | You sent fewer than 2 messages; the credit is returned. |
Notifications
The employee is notified when something is assigned, when the due date is near and when it has passed; the manager when an assigned simulation is scored (if the setting is on); the reviewer when a review is requested; the employee when the review is done; and the employee when a certificate is issued and when it is about to expire.
Mobile differences
Written conversations work in the mobile app. Voice conversations work in a current app version that supports the microphone; with an older version, update the app or open teamso.com in the phone's or computer's browser.