# Coaching & Feedback

## Every conversation is a chance to get better.

Deliver personalized feedback automatically, so every agent knows exactly what to improve before their next interaction.

[Book a Demo](/content/demo/index.html)

## 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

Create lifelike customer support simulations.

Build and assign customized AI simulations that look, sound, and behave like your real customers.

**73**  
Product knowledge  
**88**  
Auto QA analysis  
**7/10**  
Empathy  
**6/10**  
Active listening  
**5/10**  
Clear communication

Evaluate performance with precision.

Automatically score every simulation across custom criteria like tone, empathy, and SOP adherence.

### Examples

**80%**

“Would you like a replacement?”

“How cold I be at your service?”

“Is this satisfactory enough for you?”

## Send personalized coaching, automatically.

Provide agents with automatic coaching insights and surface trends for trainers at a glance.

## Remove the bottlenecks of manual coaching.

Solidroad automates tedious coaching tasks like role-plays, manual scoring, transcript reviews, and written feedback, eliminating hours of repetitive work so trainers can focus on higher-impact development.

### Ensure agents are ready for real customers.

Realistic, dynamic simulations help agents build confidence, sharpen judgment, and understand how to respond under pressure, long before they speak with actual customers.

### Accelerate time to proficiency.

Deliver structured, repeatable practice and immediate feedback to shorten the skill-building process and help agents reach proficiency in weeks, not months.

**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**

### Case study

[case study](/content/customers/ryanair/index.html)