Coaching

Knowledge that shows in every customer interaction.

Let employees explain in their own words, practice difficult moments, and get feedback from an AI coach. Grounded in your products and ways of working, so managers can focus their time where personal support matters most.

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Fictional example · Gyms and wellness

A first answer is where learning starts.

A gym visitor wants to get started but has lost motivation before. How does the employee find out what they need before discussing memberships?

Think out loud with the coach.

The employee starts with a solution: a flexible membership. The coach helps them spot what is missing from their reasoning and invites them to try again.

The coach’s follow-up“Flexibility could be relevant. But you don’t yet know why they stopped. What would you want to ask about first?”

The focus is exploring needs: understanding the visitor before recommending anything.

The coach provides support during the conversation. The employee gets to put a new answer into their own words.

The app’s conversation view. Open Transcript to read the written dialogue.

Explore the full dialogue and feedback. Choose the criteria and passing score for your own training.

More practice. More focused support.

Help managers spend time where it matters most.

When every explanation and practice session requires a manager’s time, learning can end up waiting. With the AI coach, employees can come prepared for their one-on-one conversations.

An employee uses a phone and earbuds at a gym reception desk.

New colleagues have a place to practice

Explain the offer, ask questions, and try again before the first customer interaction on their own.

Repetition does not need another calendar slot

Employees can practice independently within the limits you set for the exercise.

Personal support has a clearer focus

Start with what the employee still finds difficult. The AI coach complements the manager’s feedback and experience.

Explore faster onboarding

One conversation. Different possibilities.

What does your team need to get better at?

Coaching can be a knowledge check, focused skills practice, or an open conversation about a challenge. The purpose shapes the exercise.

Learn and understand

Reading a product sheet is not the same as being able to explain it. Let the coach ask questions, clear up misunderstandings, and help employees connect facts to customer value.

Retail: Explain the difference between two products to a customer who does not know the technical terms.

Practice specific skills

Focus on one difficult moment. Exploring needs, handling objections, or opening a meeting-booking call can get your full attention without rehearsing the entire customer interaction every time.

Real estate: A homeowner wants to wait. Explain the value of an initial meeting without being pushy.

Reflect and develop

Think through something that happened, follow up on a practical task, or prepare for a difficult conversation. The coach can help participants consider different perspectives and choose what to try.

Leadership: A colleague rarely takes initiative. Prepare questions that help you understand why.

Demonstrate knowledge

Use Assessment when the purpose is evaluation. The coach receives answers without teaching the correct responses during the conversation. Feedback follows afterward.

Gyms: Explain membership terms and how you would handle a common question about the commitment period.

Explore assessment examples

Fictional example · not a customer case

In Coaching with the Assessment session type, the employee answers questions about the offering. The coach does not give clues or correct answers during the conversation.

In a roleplay, the employee meets a fictional visitor who struggles to make exercise a habit. This tests how knowledge is used in the conversation.

Set requirements and attempts in Journeys

From practice to work

Learn from what happens between exercises.

A practical task offers more to learn from when participants also reflect on what happened. A coaching conversation can follow up on a Challenge or an experience at work.

A manager listens to an employee during a conversation in a hotel lobby.

Example · Hotel leadership

“What did you learn when you let your colleague finish speaking?”

Try it at work
In your next check-in with a colleague, ask an open question and let them finish before suggesting a solution.
Reflect with the coach
Describe what you asked, how your colleague responded, and your own reaction. The coach helps you examine your approach.
Choose your next step
Pick one thing to try in the next conversation, such as following up on your colleague’s first answer before giving advice.

Explore Challenges

Reflection starts with what the participant shares. The coach helps them put their learning into words and choose a next step.

Create a coaching exercise

Your knowledge gives the conversation direction.

Choose a clear purpose
What should the participant understand, do, or reflect on? Focus the exercise on something relevant to the job.
Give the coach the right context
Use your products, ways of working, and situations. Describe the task and what makes a good answer if the exercise will be evaluated.
Test and refine
Listen to the questions, try different answers, and review the feedback. Adjust the content before the team starts practicing.

Make the conversation part of ongoing development.

Coaching works independently. In a Journey, you can also combine conversations with audio episodes, roleplays, repetition, and practical tasks. Follow participation and exercise results in Journey Insights to decide where the team needs support.

Explore Journeys

Common questions.

Common questions about Coaching

How does Coaching differ from Roleplay?

Coaching can focus on knowledge, reasoning, specific skills, or reflection. The AI can play a customer or another counterpart there, too. Roleplay lets you build a complete scenario with a defined customer, situation, and different customer variations. Choose based on what you want to practice.

Can we use our own material?

Yes. Use your products, ways of working, and knowledge sources. Write clear questions and, when the exercise will be evaluated, criteria for good answers. Check that the material is current and test the conversation before sharing it.

Can the coach follow up on a task completed at work?

Yes. You can design a conversation around a Challenge or another experience. Participants describe what happened, reflect on their approach, and choose a next step. Reflection can happen in a Conversation session or through questions in a Quiz; it does not require a separate session type.

How does Coaching work for Assessments?

Choose the Assessment session type to test knowledge without the coach teaching the answers during the conversation. In a Journey, set attempt limits, passing scores, and optional completion locks for each exercise. These are settings in a regular Journey, not a separate Journey type.

What does the score after the conversation mean?

In a scored exercise, the result reflects how the answers were evaluated against that exercise’s criteria. Read the feedback alongside the score and consider whether the coach provided help during the conversation. AI evaluations may need review.

Does Coaching have to be part of a Journey?

No. Coaching can be used independently. A Journey helps you bring several activities together and follow participants’ development in a shared program.

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Where does your team need more support?

We’ll show Coaching in a demo and discuss what you want to develop, from more confident new colleagues to better customer conversations and leadership.