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Overview

Create personalized AI bots that simulate real customer interactions for training your team. Each bot can have a unique persona, communication style, and scenario focus to provide diverse practice experiences.

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Creating a Persona

A persona defines the character and background of your bot. This is the first step in creating a realistic training experience.

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Persona Fields

When creating a persona, you’ll define:
1

Background Information

  • Job Title: The role of the person (e.g., “VP of Sales”, “IT Manager”)
  • Industry/Company Description: The business context (e.g., “B2B SaaS in healthcare”)
  • Company Size: Startup, Small, Medium, Large, or Enterprise
  • Age Range: Optional (e.g., “35-45”)
  • Location: Optional geographic location
2

Objections & Context

  • Objections: Common concerns or pushbacks they typically raise
  • Problems to Solve: What challenges they’re facing
  • Current Solutions: What they’re currently using
  • Goals: What they’re trying to achieve
3

Assign to Groups

  • Optionally assign the persona to a group for organized access

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Creating a Bot

Once you have a persona defined, you can create a bot that uses it for training scenarios.

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Bot Configuration Steps

1

Navigate to Bots

Go to Team Management → Bots in the main navigation.
2

Create New Bot

Click Create Bot to start configuring your new training bot.
3

Select a Persona

Choose from your existing personas. The persona provides the background and context for how the bot will behave.
Create personas first, then build bots that use them.
4

Configure Bot Settings

Set up the specific details for this bot:
  • Name: A descriptive name for the bot
  • Scenario/Context: The specific situation for this training
  • Voice Settings: Configure how the bot sounds and speaks
  • Evaluation: Link to a scorecard for assessment
5

Save and Test

  • Click Save to create your bot
  • Test the bot to ensure it works as intended
  • Make adjustments as needed
6

Assign to Groups

Make the bot available to specific groups for training access.

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Bot Use Cases

Objection Handling

Create bots that present common objections to help reps practice responses.

Discovery Calls

Simulate prospects with complex needs requiring thorough qualification.

Technical Deep-Dives

Build bots that ask detailed technical questions for solution engineers.

Negotiation Practice

Practice price negotiations and deal structuring with tough buyers.

Support Scenarios

Create frustrated customers for support team training.

Onboarding

Build friendly bots for new hire practice in a low-pressure environment.

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Best Practices

Use Real Examples

Base personas on actual customers or prospects you’ve encountered in your market.

Be Specific

Include concrete details in persona fields—specific objections, problems, and goals.

Link to Scorecards

Connect bots to scorecards so team members know what they’re being evaluated on.

Test First

Always test new bots yourself before assigning them to your team.

Organize with Groups

Use groups to control which personas and bots are available to different teams.

Keep Updated

Regularly update personas based on market changes and new objections.