AI Coaching & Feedback for Support Agents | Solidroad
Coaching & Feedback
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Simulation
Reservation Change Request
Drake S.
1m58s
Handling time
0m27s
FRT
0m14s
ART
Transcript
Simulation
0:3s
/
1m 58s
Ricardo Manso
Hello! I need to change the dates for my upcoming reservation. I won't be able to stay on the original dates.
0:01s
Drake S.
Hi! Please provide me with your reservation details, and let me know the new dates you'd like to book. I'll make changes.
0:04s
Ricardo Manso
Thank you. My reservation number is #58391. I’d like to change my stay from July 12–15 to July 19–22. Please let me know if those dates are available.
0:10s
Feedback
61 of 100
You started the interaction well, but the closing missed an opportunity to reinforce customer confidence. End by confirming the reservation details, outlining next steps, and asking if there's anything else you can assist with.
Opening
85 of 100
You're off to a good start. Personalizing the response with the customer's name would make the interaction feel more natural.
Communication skills
70 of 100
Sofia needs to emphasize having more control over her work and also executing the tasks she was given.
Teach agents exactly how to master their next conversation.
Ricardo M.
AI Persona
English
Language
Hard
Difficulty
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73
Product knowledge
88
Auto QA analysis
7/10
Empathy
6/10
Active listening
5/10
Clear communication
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Examples
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“Would you like a replacement?”
“How cold I be at your service?”
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On a busy day, we interviewed 100 people. Solidroad saved me 38 hours by reducing interview time because the technical element was already done.”
Marcelo Filippi
Contact Center Relationship Manager
50% Drop in interview time
38 Hours saved per hiring cycle