Zenarate

We’re thrilled to finally be able to share the news! Zenarate has acquired fellow AI Simulation + LXP provider, Bright! A huge welcome to all Bright customers + partners + the amazing Bright team. This acquisition adds a broad suite of LXP, software simulation, and self-service AI Simulation tools to the Zenarate platform, and accelerates our journey to Illuminate New Possibilities in the World of Work. Check out more on the deal + what this vision means for our customers in the announcement article: https://hubs.la/Q02PcwjF0

GenAI is going to wipe out all calls and we'll all be doing sales, customer service, and support with AI Agents soon, right? Not so fast... A recent report from our friends at McKinsey points out that there's a divide in experiences and forecasts across the industry. 57% of customer care leaders expect call volumes to increase (not decrease) over the next 2 years. 71% of GenZ believe calls are the best/quickest way to resolve issues. 94% of Baby Boomers feel this way. So the AI + Human equation is tricky. It's not enough to push down a great voicebot to simple, standardized transactions. Companies need to manage front line performance - both AI and human associates - holistically. https://lnkd.in/e6W6icWB

Students learn twice as much with a personalized AI tutor compared to live lectures... In the months since this research came out we've seen these principles ring true at Zenarate as well. But this is *not* just interacting with a chatbot. All the research and principles that make an educator or tutor effective still apply, and the AI needs prompts and context to execute on that. This includes: - Proactively engaging the student in the process - Knowing when to present vs assess to manage information overload - Progressing from basic to complex concepts in an appropriate way - Giving the student timely, specific and accurate feedback This experience can just as easily be in a platform, Teams, Slack, or SMS... challenging the idea of where and how to build skill. Amazing times ahead! https://lnkd.in/geVdupbA

Foundever is a ROCK STAR partner! They lead for their clients. Investing in and implementing AI tech that augments human performance and ultimately the customer experience for millions worldwide ?? Proud to be in business with them. A shout out to Cristian Rivera Jaie Clark Steve Azevedo Lourdes Bustamante

AI Conversation + Software Simulations + Skills Data that predicts employee and company performance? Yes, please... check out our latest product intro below! ?? ?? ??

Sorry McDonald's - we are huge fans of the latest $5 McValue meals, and tried to suggest it, but our simulated GenAI customer persona is too well trained to get off topic. ?? A key element of delivering GenAI Simulation and Coaching at scale is lifelike + flexible discussions/feedback. But it's also important to be secure + protected from off topic discussions or anything that detracts from an amazing learning experience. Check out the snippet below from a sample GenAI conversation where the learner tried to take things offsite to grab a McDonald's shake... And if you're wondering, yes - this exchange really did happen! You need to be ready for just about anything in the new world of learning. :)

Did you know...? The same AI that trains + coaches associates in simulations can also score + coach *live* customer conversations, making it possible to identify Next Action Coaching insights for your day-to-day managers. These insights also enable Learners to practice the *exact* skills they need to improve in near real time - which is one of the biggest drivers for reducing ramp time to proficiency by 50%+. Connecting the dots between Learning, QA, and Operations is one of the biggest opportunities for leaders looking to move the needle in CX this year!

As we kickoff 2025, we're excited about the ways in which GenAI has been elevating the L&D function to focus on driving the real goal of learning: growing associate *performance* + driving demonstrable business *impact*. Check out our lastest blog article to learn more on how L&D leaders and instructional designers can embrace this trend to future-proof their roles and become performance coaches in 2025! https://lnkd.in/e8UFhD8k

The holy-grail-moment of adopting a Learning + Performance Ecosystem is being able to show the correlation of skills data in practice with skills data + KPIs in real life. Using the same skill taxonomy across Learning, Coaching, and Live Conversation Analysis tells the story of: 1) Whether simulation, practice + coaching *actually* changes behaviors 2) Whether changing behaviors *actually* moves KPIs like sales closure, AHT, error rates, and more. This dashboard from our Performance Analyzer offering is just one of the ways we help customers prove the tie between Learning + P&L impact.

After years of experience delivering AI Coaching and Simulation solutions at scale, it's clear that the architecture required for successful adoption of GenAI in Learning goes way beyond light prompt engineering. If you're trying to decide whether to build v. buy a GenAI solution, there are a few important points to consider.