AI Coach enables Genpact to develop confident top-performing contact center agents through voice and chat simulations that provide highly realistic immersive learning experiences. Integrating the AI technology with Genpact's Cora Banking ecosystem allows Genpact to elevate its performance for more than 700 global clients. AI Coach is transforming how contact centers develop confident, prepared new hires before their first call and close skill gaps for experienced agents. The simulation training platform creates hyper-realistic simulations of any voice or chat scenario, allowing agents to learn through practicing, solving problems and navigating errors. By providing a platform to build proficiencies, risks and costs are minimized in the short and long term for clients. "Genpact is helping freshly hired agents improve their confidence before their first call.

Together, the companies will highlight how Zenarate's AI Coach has become an integral part of ERC employee experience and retention during the webinar, "Develop Top Performing Agents Through AI Conversation Simulation." ERC leverages AI Conversation Simulation to develop top-performing customer-facing teams right out of training and continues to close underperforming tenured agent skill gaps. With Zenarate AI Coach, ERC's customer-facing teams are able to master real scenarios they encounter with customers by applying best practices. Trainers can also easily track individual and team proficiency. "This partnership allowed ERC to expedite the time and resource-intensive process of onboarding new agents and upskilling tenured agents, leading to significant improvements in performance with AI Conversation Simulation," said Brian Tuite, CEO of Zenarate.