The First Weeks Shape Everything

Preparing customer support teams for complex conversations requires significant time, coaching, and live practice. For a leading car-sharing marketplace serving a community of about 3.5 million active guests, traditional role-play exercises became increasingly difficult to scale while delivering consistent learning experiences for every new hire. Agents entered production with varying levels of confidence, making it harder to reach operational targets during their first weeks on the floor.

Traditional training prepared agents on policies and processes, yet developing conversational skills was far more difficult. Once training ended, many agents were still building confidence during live customer conversations, extending handle times and creating inconsistent experiences during the first weeks in production.

The brand partnered with IntouchCX to strengthen that transition, creating a training environment where agents could practice realistic conversations before speaking with customers. 

Where Practice Becomes Performance

IntouchCX introduced Akin, its AI roleplay tool, as an extension of the existing learning journey, allowing agents to build conversational confidence. Three elements made the approach especially effective:

• Realistic conversations. Agents practiced voice interactions based on the program’s highest-impact contact drivers, allowing them to rehearse the situations they were most likely to encounter in production.
• Immediate feedback. Every conversation was transcribed, evaluated against the scenario objectives, and scored in real time. Agents received coaching while the interaction was still fresh, making it easier to reinforce strong behaviors and correct gaps.
• Continuous improvement. Managers gained a consistent coaching resource that extended beyond onboarding, while IntouchCX used operational insights to refine the scenario library. Since launch, the program has grown to 33 active scenarios that continue to evolve alongside customer needs and business priorities.

Turning Practice Into Measurable Outcomes

The impact was visible in the first weeks after implementation and continued to grow as adoption expanded across the program. Agents who trained with Akin consistently outperformed their peers across efficiency, quality, and customer satisfaction, demonstrating that the benefits extended well beyond onboarding. 

Key outcomes included:

• 5 minutes faster Average Handle Time (AHT) for new hires during their first three weeks in production.
• Nearly 3 minutes average monthly improvement in AHT compared to non-users.
• +3% higher average Customer Satisfaction (CSAT), peaking at 5.0%.
• + 1% higher average Quality Assurance scores month over month.

Program adoption surpassed 50% within five months of launch, providing a solid foundation for continued expansion. 

Building a Sustainable Model for Continuous Improvement

This engagement demonstrated that conversational readiness can be developed long before agents handle their first customer interaction. Repetition, immediate feedback, and realistic scenarios created learning experiences that traditional training alone cannot consistently provide.

IntouchCX continues to work as a strategic partner, using performance insights and adoption data to refine scenarios, strengthen coaching workflows, and ensure the training program evolves alongside changing customer expectations. As adoption increased, Akin evolved into an operational resource that supports onboarding, coaching, and continuous improvement across the organization.