2025–2026 · Web app
CX Practice Lab
How can support specialists practice difficult customer conversations before they're handling the real thing?
What it is
I built a simulator that recreates real chat and email support conversations so support specialists can practice handling tickets. The simulated customers come with real emotions and reactions, and every scenario is scored against a detailed rubric. Specialists get instant feedback quoting the exact phrases they used, plus suggestions for doing better. Facilitators and managers each get a summary report with coaching tips. I could load batches of scenarios to focus on one skill at a time, like accuracy, empathy, or quality. More than 50 specialists used it across dozens of scenarios.
Why I built it
Our team had no realistic way to practice. Specialists needed reps somewhere it was safe to make mistakes before they faced real customers.
What I learned
AI training tools can mimic real situations closely enough to give people real practice, and that practice leads to real improvement. Managers loved it, and it was linked to better QA and CSAT scores. Built with Claude Code.