Preparing Every Conversation Before It Matters

A fast-growing telehealth and weight-loss platform currently supporting over 400,000 active patients across the United States faced a familiar challenge while expanding: preparing new agents to handle sensitive, high-value customer conversations with confidence and consistency. 

Traditional training methods offered limited opportunities to practice complex interactions before agents began supporting real customers. The team needed a better way to build communication skills, improve quality outcomes, and help new agents become production-ready faster.

To solve this challenge, the brand partnered with IntouchCX to introduce Akin, its AI-powered roleplay solution that gives agents a safe place to practice real customer conversations before taking live contacts.  By embedding immersive simulations into the existing training curriculum, the partnership integrated realistic practice into the existing curriculum, allowing agents to apply what they learned before supporting customers.

Building Real-World Experience Through Akin’s AI Roleplay

Akin became part of the existing training program, giving agents repeated opportunities to practice real customer conversations before entering production.

The implementation focused on:

• Realistic Practice: Interactive simulations allowed agents to practice with AI-powered customer personas before live interactions.
• Instant Coaching: Real-time feedback and performance scoring reinforced best practices after every exercise.
• Seamless Integration: Akin fit naturally into the existing training curriculum without disrupting learning.
• Continuous Improvement: Scenarios evolved based on operational insights to reflect changing customer needs.

Turning Practice Into Measurable Performance

Results began to emerge within the first months of deployment. Agents who trained with Akin entered production with stronger quality scores and handled customer interactions more efficiently than those who did not use the platform. 

Results included:

• 4% higher QA scores for new hires using Akin compared with agents who did not use the platform.
• 13% adoption rate among the program’s tenured population, expanding beyond the initial pilot group.
• +1-minute improvement in Average Handle Time (AHT) over their non-user counterparts.

Driving  Long-Term Growth

Since launching in August 2025, Akin has become a growing part of the organization’s learning strategy. The program now includes a library of 22 active AI roleplay scenarios, providing agents with increasingly diverse opportunities to practice the conversations they encounter daily.

As additional training scenarios are introduced, IntouchCX continues to use performance data to refine coaching strategies, strengthen training, and support long-term operational improvement.