LMS Conversation Simulator

LMS is your comprehensive training management tool, created by Zendesk Labs, powered by Amazon Bedrock. Why should you leverage LMS?

Common use cases include:

• Developing tailored training scenarios for various customer interactions
• Giving your agents a safe space to practice realistic customer interactions
• Enhancing agent skills through realistic simulations
• Testing agent comprehension and retention of training materials through targeted test tickets
• Providing ongoing training to improve customer service quality

With LMS, You Can:

• Generate AI-driven test tickets that simulate end-user interactions;
• Design reusable custom training templates with deep customization to best simulate your end user's outreach:
• Define your industry and the conversation intent;
• Use real ticket examples to create true-to-life training tickets;
• Choose the tone of the AI customer responses to simulate different customer interaction styles;
• Provide additional prompt refinement to enable the AI customer to reference specific policies, products, announcements, etc.
• Assign training tickets to individual agents, including count of test tickets
• Conclude training by ensuring agents successfully resolve simulated issues
• Track agent performance during training sessions using Support (required) and QA (not required)
• With QA, you can use custom filters to evaluate training tickets separately, and evaluate them against standardized rating categories.
• With Explore, you can monitor agent handle time of training conversations, reply time, etc.
• Formalize your training schedule with WFM (not required)
• With WFM, you can create separate workstreams for Training, ensuring your teams have dedicated time to focus on training and complete the work.