From roleplay to scoring customers: how AI avatars turn sales training into performance
Practice helps you improve—but in sales, practice used to mean pretending. Fake calls, the same old objections, and feedback that came way too late—after the deal was already gone. It wasn’t scalable, it wasn’t useful, and it didn’t help anyone get better at real conversations. And then AI came into the play field.
The problem: a training loop stuck on repeat
Customer service centers with such a large portfolio of services face a large number of incoming customer inquiries every day, but these customers are often left to wait to be connected to an operator because agents are busy.
Slovak Telekom decided to eliminate this negative experience on first contact by deploying an AI virtual assistant. Instead of waiting for an agent, the Virtual Assistant Olivia verifies and identifies the customer problem, and sends this information to the agent who can then follow up on it. According to the identified problem, Olivia can link to an expert in the subject who would advise the best. With some information, Olivia herself can also help and the customer does not have to wait to be connected at all. This was implemented on both main channels: voice and chat.
The fix: avatars that challenge, analyze, and coach in real time
Born Digital deployed its digital trainer platform—a browser-based simulation tool powered by AI avatars that behave like real customers, not roleplay partners. Each avatar comes with a specific persona, tone, objection style, and goal. Reps talk, respond, adapt—and get scored live.
The enablement team uses Digital Studio, a no-code editor, to create new scenarios, adjust behaviors, and customize analytics dashboards on demand.
Every session tracks:
“The avatars don’t pull punches. They interrupt. They escalate. And they give feedback instantly. Sales representatives then leave smarter, and waste less time.”
– Tomas Malovec, Born Digital CEO
How it works: digital training that behaves like a live customer
- avatars simulate real buyers in a head-and-shoulders video interface
- The conversations are unscripted
- avatars challenge, question, and escalate just like a real client
- real-time analytics measure technique, tone, and outcome
- session ends with instant breakdown and improvement plan
- trainers control all content and metrics via digital studio
It’s always available, always evolving, and always pushing.
The results: training that scores real wins
ramp time reduced by over 40%—reps hit targets faster
coaching became data-driven—every session logged and measured
sales outcomes improved—better handling of objections and emotional tension
content scaled globally—same quality, different markets
enablement took full ownership—no dev team required to update flows