AI Roleplay

Note:

Mirror 2.0 is a Beta feature that requires an integrated setup and is available only on Whatfix Mirror. To enable the feature, contact support@whatfix.com.

Introduction to Roleplay

Mirror Roleplay enables you to simulate real-world conversations and workflows together in a single, interactive environment. While Mirror replicates application workflows for process-based training, Roleplay adds an AI-driven conversational layer where the Avatar (AI) takes on different roles based on predefined parameters and scenarios, such as a customer, manager, or stakeholder, and then responds dynamically to the learner’s input. This helps your learners practice interpersonal and decision-making skills, build confidence, and strengthen communication before engaging in real-world situations.

For example, consider a Roleplay where your learner is a support agent handling an impatient customer frustrated about a delayed delivery. The Avatar (AI) is configured to take on the role of the customer, expressing dissatisfaction and demanding a resolution. Your learner’s objective is to de-escalate the situation, demonstrate empathy, and provide a clear next step toward resolving the issue.

This approach provides a realistic and controlled space to rehearse situations, build confidence in performing tasks, and improve proficiency by reinforcing learning from mistakes without affecting live systems.

Why Roleplay Matters

Traditional training methods such as static guides or online sessions rarely prepare learners for complex, real-time interactions. Roleplay transforms training into an active hands-on learning experience, giving your learners a safe space to practice scenarios, receive feedback, and refine their approach in a safe, simulated space before engaging with actual customers or high-stakes situations. The AI-driven approach also makes Roleplay scalable across teams and locations, reducing the need for manual facilitation.

By practicing in a risk-free environment, your learners can:

• Strengthen communication and problem-solving skills.

• Build confidence before customer-facing situations.

• Improve decision-making through guided feedback and repetition.

Benefits of Roleplay

Roleplay provides the following key benefits:

• Real-time simulation experience: Roleplay conversations adapt dynamically to your learner’s responses, creating a realistic and immersive experience that reflects real-world interactions. Learners receive immediate, scenario-specific feedback that helps them refine their responses and decision-making in real time.

• Accelerate onboarding: New hires can rehearse common workflows and high-stakes interactions before going live, reducing ramp-up time and increasing productivity during their first weeks.

• Reduce risk of errors: All interactions occur in a sandbox environment, enabling your learners to experiment, explore alternative approaches, and learn from mistakes without affecting live customers or systems.

• Analyze performance with continuous feedback: AI-driven insights and Roleplay session recordings help you identify knowledge or skill gaps, refine your training programs, and continuously improve learner outcomes.

Use Cases

Roleplay within Mirror is versatile and supports various business functions:

• Customer support: Practice handling customer issues, resolving problems, and managing difficult conversations in a controlled environment without affecting real customers.

• Sales enablement: Rehearse discovery calls, objection handling, and negotiations in a simulated setting, gaining experience without impacting real deals.

• Insurance providers: Practice handling denied claim resolutions, processing and approving claims, and managing large-scale coverage during disasters in a simulated, controlled environment.