About Client
The client is one of India’s largest life insurance companies and the largest non-bank private-sector life insurer in the country. It is a joint venture between a prominent Indian conglomerate and a major Indian multinational bank, offering a wide range of life insurance products to millions of customers.
Challenge
The client’s traditional sales training approach lacked personalization, contextual adaptability, and immediate feedback. There was a growing need for a modern solution that could:
- Simulate real-world customer conversations in a risk-free environment
- Adapt to varying skill levels and customer personas
- Provide consistent evaluation and actionable feedback
- Accelerate onboarding and time-to-productivity for new advisors
Solution
To address these challenges, Blazeclan developed an AI-powered roleplay platform that allows advisors to engage in interactive, real-time sales simulations with virtual personas.
Before each session, advisors define context such as sales stage (cold, warm, or engaged), demographic details, topic of interest, and engagement trends. Based on this, the platform generates a relevant training module with pre-session guidance and structured learning chapters.
Key Highlights
- Personalized learning journeys based on advisor skills and goals.
- Simulated roleplays designed around diverse personas and complexity levels.
- Real time unscripted roleplays with AI Avatar incorporating emotional and behavioural variation in conversation.
- 3-minute time-bound sessions to ensure focused practice.
- Post-session detailed scorecards highlighting strengths, improvement areas, and training gaps.
Key features
- Tailored scorecards specific to selected training chapter or module.
- Agent voice analysis including tone and pace during roleplays.
- Scenario realism through emotional and behavioural variation in personas.
- Sample scoring patterns and ideal scripts for self-benchmarking
- Detailed, professional guidance for improving objection handling, questioning, and engagement
Scorecard Insights
Each session concludes with a detailed scorecard highlighting:
- Attention retention and flow of conversation
- Effectiveness of introductions and questions
- Tone, delivery, and ability to make the lead comfortable
- Adaptability based on customer reactions
- Scoring benchmarks with sample ideal scripts and behaviour patterns
Outcome
The AI-Roleplay Sales Training Assistant has revolutionized how client advisors are trained. By combining artificial intelligence with behavioural science and practical sales methodology, it delivers a scalable, impactful, and personalized learning experience that helps sellers succeed in the field.
Key Impact Highlights
- Contextual training aligned to sales stages and customer personas
- Personalized training delivery aligned to individual advisor needs.
- Significant reduction in ramp-up time for new advisors.
- Consistent feedback mechanisms for ongoing coaching and development.
- Increased engagement through gamification and progress tracking.
- Improved advisor readiness and confidence in handling real-world sales scenarios.
Tech Stack:
Frontend
- React for UI development
- WebRTC for real-time communication
- In-browser Web Speech Recognition for voice input handling
AI Avatar
- d-id platform for human-like AI personas and video generation
Backend
- AWS Serverless Architecture: Amazon API Gateway, AWS Lambda, and DynamoDB for scalable backend processing
- Azure OpenAI: Powered by GPT-4.1-nano model for conversation logic and persona responses
- AWS Bedrock: For additional generative AI and LLM integration
- Agentic Framework: Built using AGNO AGI framework for orchestration of dynamic AI-driven conversations