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Master the customer interaction.
Train customer-facing teams in realistic AI interactions. Every interaction develops the employee, shows what has stuck, and makes visible what the organization needs to develop next.
“Systematic training in recommending drinks and sides that elevate the taste experience quickly made an impact. Within just a couple of weeks, we saw a double-digit increase in both sales and average purchase value.”
Denise ScharfCEO, Phil's BurgerEvery customer interaction is local.
Quality has to be possible to build at scale.
At headquarters, the offer, the process and the service concept may be clear. But the customer never meets headquarters. The customer meets an employee in a store, at a facility, on the phone, at a hotel, in an advisory meeting or at home during a service visit.
When that happens thousands of times through different people, places, channels and shifts, variation appears:
- What actually happens in the customer interaction?
- Does the team know and master what the situation requires?
- How do we build the right capability across the entire organization?
The customer experiences the company as a whole.
So it isn’t enough to create good material and hope it lands. You need to be able to develop capability, see what has actually stuck, and understand what needs to improve – continuously.
One system. Three things happen at once.
Every interaction develops the individual – and teaches the organization something new.
When an employee talks to an AI customer, trains with their coach, answers questions or reflects on a real customer interaction, several things happen at the same time.
A skeptical regular wonders what the news gives them
The AI customer
”What do I actually get that I don’t already have today?”
The coach’s feedback
Good that you asked what the customer uses today before suggesting anything. The value of the commitment period came across unclearly – tie it to the customer’s own goal.
Best score: 74% · Passing: 80%
Develop
Get better.
The employee gets to practice, reason, reflect, receive feedback and try again.
Assess
See what has stuck.
The same interaction shows how well the person can recall knowledge, reason and act against your criteria.
Understand
See the pattern.
When many interactions are read together, strengths, recurring gaps and development needs become visible for teams and the organization.
The same interaction. Three values. One coherent system.
See an example from your industry.
Choose your industry and we'll adapt the scenario example further down the page. The product and the approach stay the same.
A Journey in practice
Build the whole way from knowledge to customer interaction.
A Journey combines the right activities in the right order based on what people need to know, be able to do, and actually do. It can be an onboarding, a new offer, a new way of working or a customer situation that needs to work better across the organization.
Example: onboarding
1,000 seasonal employees need to be ready before peak season.
Sending out material and ticking off a completed introduction is not enough. This is what the journey can look like for every new employee – built once, used by everyone.
Before the journey is built
A Study interviews experienced employees and leaders: what does the role require, which situations are hardest, and what do the best performers do differently? The answers become the content of the journey.
The company, the offer and how we meet the customer
Listenings: 1
The company, the offer and how we meet the customer
Listenings: 1
The basics that need to stick: products, prices, processes
3 of 3 completed
The basics that need to stick: products, prices, processes
3 of 3 completed
Needs questions: practice understanding before you propose
Best score: 84% · Passing: 80%
Needs questions: practice understanding before you propose
Best score: 84% · Passing: 80%
The first customer interaction: a curious customer with common questions
Best score: 74% · Passing: 80% · in progress
The first customer interaction: a curious customer with common questions
Best score: 74% · Passing: 80% · in progress
A harder variant: the price objection
Unlocks when the previous step is passed
A harder variant: the price objection
Unlocks when the previous step is passed
Try the needs questions in a real customer interaction
Status: Not passed
Try the needs questions in a real customer interaction
Status: Not passed
Ongoing
Scored activities with passing levels and Mastery Score show where every new employee stands – and where the next cohort needs more support.
Example journey with example data – the content is built on your knowledge and your situations.
Assessment happens along the way – scored activities, passing levels, attempts and Mastery Score continuously show where the individual and the team stand. And every completion leaves signals behind.
Sometimes the answer is training. Sometimes the offer, the process, the mandate or the communication needs to change first.
Every interaction leaves evidence behind.
From one conversation to a picture of the whole organization.
Popscale does not just track who has completed what. Interactions create evidence about how people reason, what they master, where they need more attempts and how capability develops over time.
- 1
Interaction
What happened here?
Transcript, result, feedback, attempts and criteria give a picture of the single interaction.
- 2
Individual
What can this person do?
Follow progression, strengths and development areas across several activities.
- 3
Team
Where are the patterns?
See which activities are hard, where many get stuck and how groups develop differently.
- 4
Organization
What needs to happen next?
Use the signals to prioritize the next Journey, the next activity or the next leadership effort.
The more the organization uses Popscale, the better evidence you have for developing it further.
Insights
See capability develop while the work is happening.
Follow activity, progression, results and recurring development areas from individual to organization. See where people get stuck, which activities require more attempts, and how different teams develop over time.
Team Overview
Dashboard
Track engagement and development across your team.
Users active in period
287
↗ 18% vs May 25 – Jul 6
Number of activities
2,030
↗ 24% vs May 25 – Jul 6
Avg time / conversation
2 min 59 sec
↗ 12% vs May 25 – Jul 6
Total no of minutes
6,062 min
↗ 26% vs May 25 – Jul 6
Roleplays
Coaching Sessions
Episodes
Challenges
Flashcards
Engagement trend
Stacked by activity type with weekly aggregation.
W28
W29
W30
W31
W32
W33
User engagement
Detailed usage statistics for your team.
| Name | Activities | Avg time / conversation | Total time | Last activity |
|---|---|---|---|---|
| Lena Dahl | 24 ↗ 33% | 5 min 18 sec | 2 hr 07 min | Aug 17, 09:42 |
| Sara Chen | 21 ↗ 28% | 4 min 51 sec | 1 hr 42 min | Aug 17, 08:14 |
| Marcus Johansson | 18 ↗ 20% | 4 min 12 sec | 1 hr 15 min | Aug 16, 17:33 |
| Emma Rodriguez | 16 ↗ 14% | 4 min 36 sec | 1 hr 12 min | Aug 16, 15:21 |
| Arjun Kapoor | 14 ↗ 27% | 3 min 58 sec | 55 min | Aug 16, 11:05 |
| Ida Lindqvist | 12 ↗ 9% | 4 min 22 sec | 52 min | Aug 15, 16:40 |
Interactive illustration of the Insights dashboard, with example data.
Follow progression
See who has started, how far they have come and where development stalls.
See capability
Follow results in scored activities and Mastery Score over time.
Prioritize the next effort
Use the signals to decide what needs to be reinforced, changed or followed up.
Build centrally. Train personally. Follow up across the organization.
An AI coach in every pocket
Train before it counts. Practice real customer situations and get personal feedback – from advisory and sales to service, complaints, cancellations and difficult conversations.
- Short AI podcasts
- Personal AI coaching
- Realistic AI customers
- Real-world challenges
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The administrator
Creates Studies, Journeys and assessment setups based on the organization’s questions, customer situations and approved material. Defines audiences, criteria and desired behaviors – and assigns the right setup to the right team.
The employee
Meets Popscale right in their phone: short AI podcasts, spoken knowledge exercises, personal AI coaching, realistic AI customers, Flashcards and real-world challenges – with concrete feedback.
The leader
Sees who has gotten started, where progression stalls, and which activities need more support.
One shared direction centrally. Relevant training for every individual.
Results
Measurable effect at Phil's Burger. Short term and long term.
In the autumn of 2025, Phil's Burger ran a training program in Popscale focused on two concrete behaviors: recommending the larger burger size and offering a dip. The effect was followed directly in point-of-sale data, on exactly the behaviors that were trained.
Short term
+12%
more large burgers sold during the program's peak week
Short term
+28%
more dips per main course sold during the peak week
Long term
+9%
more large burgers one year later, after the program ended
Long term
+5%
more dips per main course sold one year later
Large burgers
index, baseline = 100
- Before trainingJan to Aug 2025
- 100
- Peak weekweek 49, 2025
- 112
- One year laterJan to Aug 2026
- 109
Dips per main course
index, baseline = 100
- Before trainingJan to Aug 2025
- 100
- Peak weekweek 39, 2025
- 128
- One year laterJan to Aug 2026
- 105
Measured in Phil's Burger's point-of-sale data. Indexed against the baseline – the underlying shares are the customer's own.
What needs to work better?
Popscale is used where many people need to develop the same capability – but do it in different customer interactions, roles and situations.
Onboard faster
Get new employees ready for the job sooner.
Give new employees a path from basic knowledge to confidence in real situations – and follow how their capability develops before they’re expected to perform fully on their own.
Launch new products and offers
Make the whole organization ready before the customer asks.
Teach the organization the news, train the customer dialogue and follow how ready the team is ahead of launch.
See product launches with Popscale →Improve customer interactions continuously
Train the situations that matter most.
Sales, advisory, service, complaints, cancellations and difficult conversations – and use the results to choose the next development area.
Capture knowledge from the organization
Ask when usage can’t answer.
Interview employees, customers and experts when you need to understand what everyday usage doesn’t show.
See Studies →The platform
Every part works in the same system.
Journeys orchestrate, the interactions do the work, evaluation makes capability visible, Insights brings the picture together – and everything rests on your own knowledge.
Journeys
Orchestrate development
Combine activities, control order and progression, and build a coherent path toward a clear goal.
Interactions
Let people listen, talk, practice and reflect
Different formats for different needs – and the same format can serve different purposes.
Evaluation
Make capability visible
Every scored interaction is compared against your criteria and gives evidence of where the person stands.
Insights
Understand development at scale
Activity, progression and results from individual to organization.
Knowledge
Your knowledge as the shared foundation
The same foundation is used when content is created, when people train and when results are evaluated.
Every industry has its decisive customer interactions.
From advisory and sales to service, deviations and difficult news. Build Journeys around the situations that matter most – and follow how the organization’s capability develops over time.
Grocery retail
Help customers find what they need · Suggest alternatives · Handle complaints · Close on a good note
Read moreAnd for the roles that shape the customer interaction.
Popscale is primarily built for the people who meet the customer – and for the leaders who make quality possible. That can also be the site manager or team lead whose feedback, priorities and coaching determine how the team acts when the customer is standing in front of them.
Leadership is relevant when the effect shows in the customer interaction.
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Secure and compliant
Built for large organizations.
With thousands of employees, high turnover and a lot of seasonal staff, both language and data handling matter. Here is how it works.
Your data does not train general AI models
Customer data is not used to train or improve models outside your account, unless you have explicitly approved it.
Multilingual from day one
The same training in each employee’s own language. The coach adapts both language and conversational style, across 30 to 40 languages.
GDPR compliant
Popscale acts as data processor. A full data processing agreement and current sub-processor list are provided in a contract stage.
Deletion on termination
Personal data processed on your behalf is deleted no later than 90 days after termination, except where required by law.
You pay for usage. Not for the number of users.
No license fee per employee and no cost for accounts that sit unused. The price follows how much your organization actually uses Popscale.
Pay for actual usage
The cost follows how much Popscale is used – not how many accounts you have.
One minute is one credit
In the standard model, one minute of usage corresponds to one credit – conversation and content formats are counted the same way.
Lower price at higher volume
The price per minute decreases as your organization’s combined usage grows.
No automatic renewal
Our standard packages do not renew automatically. You choose the scope and period ahead of every package.
Content production and more extensive implementation support are priced separately based on the setup.
Talk to us about a setupFrequently asked questions.
Clear answers.
What is Popscale?
Popscale is an AI platform for customer-facing organizations. Employees learn, train and reflect in realistic AI interactions – and every interaction simultaneously shows what has stuck and gives the organization evidence for what needs to be developed next.
Is Popscale primarily a sales tool?
No. Sales and advisory are important use cases, but Popscale is also used for service, complaints, cancellations, onboarding, product knowledge, processes, delivering difficult news and leadership for customer-facing teams.
Do we have to start with understanding, then assess and then train?
No. Understanding, assessing and training are not three steps but three things that happen in the same system. Start with the need that is greatest – an onboarding, a launch, a customer situation – and build a Journey around it. If you first need to ask the organization, a Study can come before.
What is the difference between Understand and Assess?
Assessment compares answers and actions against defined criteria – scores, passing levels and Mastery Score. Understanding is about patterns without a given right answer: what many find difficult, which questions recur, what employees and customers experience. The same interaction can provide both.
What training formats are available?
Popscale can combine Episodes, Flashcards, Coaching, Roleplays and Challenges into coherent Journeys. Different formats are used depending on whether the employee needs to understand, review, practice, get feedback or apply a behavior in real life.
Can the same format be used for different purposes?
Yes. An Interview can be used in a Study to understand a perspective, or in an Assessment to gather neutral evaluation input. A Roleplay can be used for training with feedback, or for assessment without coaching during the conversation.
Can Popscale build on our own ways of working?
Yes. Knowledge gathers your organization's products, processes, methods, customer situations and quality criteria as the foundation for training and assessment.
Do we need to create all the content ourselves?
No. You contribute material, experience and feedback. Popscale can help structure the knowledge and build Studies, Assessments and training content. You review and quality-assure what will be used.
How do we follow progress?
Insights shows activity, progression and results in trained exercises, and Mastery Score continuously shows what level individuals and teams are at. Scored exercises with passing levels provide a separate basis on defined knowledge and skills. To understand the impact on, for example, sales, customer satisfaction or churn, Popscale data needs to be combined with relevant metrics from your other systems.
How does pricing work?
You pay for how much Popscale is actually used, not for the number of users or accounts. In the standard model, one minute corresponds to one credit, and the price per credit decreases as volume grows. Pricing and terms are adapted to your volume and setup; content production is priced separately.
Can we start with a pilot?
Yes. Many start with a defined team, a role or a prioritized moment in the customer interaction. The setup can then be evaluated and scaled.
How is our data handled?
Personal data is processed in accordance with our agreements and applicable data protection legislation. Your content and your data are kept separate from other customers' material. A security description, data processing agreement and current list of sub-processors are shared on request.