Create an AI Roleplay using the AI Roleplay Builder

The AI Roleplay Builder helps you create an initial Roleplay Scenario based on the description you provide. It uses the description to generate key elements of the Roleplay, such as the Persona, learner’s role and objective, Evaluation parameters, Modality, and difficulty level. You can review and modify these details to align the Roleplay with your learning objectives before generating the detailed scenario.

Note:

You can only create an AI Roleplay from the Draft stage of the Whatfix Mirror Dashboard.

Use the following steps to generate the Roleplay Scenario for an AI Roleplay:

1. On the Whatfix Mirror Dashboard, click AI Roleplay.

   

2. Click + AI Create Roleplay.

   

    

3. Enter a brief description of the Roleplay scenario, including the situation, learner’s role, AI Persona’s role, and desired learning outcome.

   Example: Describe a scenario where a support agent must handle a frustrated customer whose order was delayed, de-escalate the conversation, and provide an appropriate resolution.

   

   Note:

   Your description must contain at least 10 words and no more than 2,000 characters. A character counter appears as you approach the limit.

   Info:

   • Whatfix provides the following templates to help you get started. You can select a template based on your Roleplay scenario. For more information, see Understand the Types of Roleplay Conversations.

   • Alternatively, you can click the Attachments icon to upload a call transcript or reference document to create the Roleplay scenario.  

     

   • Drag and drop the required reference file into the upload area or click choose file to select a file from your device.

     

   Note:

   • Whatfix supports .doc, .docx, and .txt files up to 5 MB and does not process images included in uploaded files.

   • Avoid uploading Persönlich identifizierbare Informationen (PII) or sensitive information, such as names, email addresses, phone numbers, account numbers, financial information, or other information that can identify an individual.

4. Click the Submit button.

   

   Info:

   Whatfix displays its progress as it builds each part of the AI Roleplay, such as building the persona and then the evaluation parameters. This generation might take up to 30 seconds.

5. Review and edit the generated Roleplay scenario as required. Your original description remains visible above for reference.

   

   Info:

   Review and adjust each field as required before generating the detailed Roleplay scenario:

   Custom Field	Description
   Persona	Defines the AI Persona that interacts with the learner during the Roleplay. Select an existing Persona or click + Add custom to add a new one. For more information, see Configure a Persona for an AI Roleplay.
   Emotional state	Defines the emotional state of the AI Persona during the interaction and influences how the Persona responds to the learner. Select an existing emotional state or click + Add custom to add a new one.
   Learner role	Defines the role the learner plays during the Roleplay. Select an existing learner role or click + Add custom to add a new one.
   Learner objective	Defines what the learner is expected to achieve during the Roleplay. Specify what the learner should achieve in this scenario.
   Evaluation parameters	Defines the criteria used to evaluate the learner's performance. Click the + icon to add new evaluation parameters.
   Modality	Defines the mode of interaction between the AI Persona and learner. You can modify the modality as follows: Voice: Learners interact with the AI Persona using voice. Chat: Learners interact with the AI Persona using text.
   Difficulty level	Defines the level of challenge presented to the learner during the Roleplay. You can modify the difficulty level as follows: Easy: Suitable for straightforward scenarios with fewer challenges. Medium: Introduces additional challenges that require the learner to apply the required skills more independently. Hard: Presents more complex scenarios that require the learner to apply the required skills in challenging situations.

6. Click Generate detailed scenario.

   

7. Under the Scenario tab, review the generated Roleplay Scenario and make changes as required.

   

After reviewing the generated scenario, proceed to review and configure the Persona to define its behavior and interaction with the learner during the Roleplay.

The Persona defines the AI character that interacts with the learner during the Roleplay. The generated Persona is based on the scenario details you provided.

Use the following steps to define the Persona for the AI Roleplay:

1. Click the Persona tab.

   

2. Under Persona, review the persona tab.

   

   Note:

   To add a different persona, click Change persona. For more information, see Configure a Persona for an AI Roleplay.

   

    

3. In the Conversation starters section, under Conversation type, click the Open icon.  

   

4. Select the required Roleplay Conversation type. For more information, see Understand the Types of Roleplay Conversations.

   

5. Select who speaks first in the conversation. You can choose from the following options:

     • AI persona: The AI persona starts the conversation.
     • Learner: The learner starts the conversation.

   

6. Enter the appropriate Opening message and Closing message based on whether the AI persona or learner speaks first.

   

After you complete the Persona configuration, proceed to specify the Evaluation parameters for the Roleplay.

Use Evaluation parameters to define what the learner should demonstrate and how their performance should be assessed during the Roleplay. For each parameter, you can specify the evaluation type, competencies, scoring guidance, and reference examples.

The score for each parameter contributes to the learner's overall evaluation. The total score is calculated at the end of the Roleplay based on the learner's performance across the parameters.

Note:

You can add up to 10 evaluation parameters to an AI Roleplay. Ensure that the total number of parameters does not exceed this limit.

Use the following steps to add Evaluation parameters for the Roleplay:

1. Click the Evaluation tab.

   

2. Review the Evaluation parameters.

   

3. To add an additional evaluation parameter, click + Add parameter.

   

4. Select the required evaluation parameter.
   

   Info:

   Whatfix enables you to choose from the following evaluation parameters:    

   Evaluation Parameter	Description
   Rating	Evaluate performance using a predefined numerical scale, such as 0–10. Use this to measure how well the learner demonstrates a specific competency.
   Text	Evaluate performance using written feedback or qualitative observations. Use this when the evaluation requires a descriptive response rather than a numeric score.
   Single Choice	Evaluate performance by selecting one option from a predefined list. Use this when only one outcome or level best describes the learner’s performance.
   Multiple Choice	Evaluate performance by selecting one or more options from a predefined list. Use this when multiple outcomes or behaviors may apply to the learner’s performance.

   Tip:

   Whatfix recommends you to use the Rating scale, as it provides clear, quantifiable feedback on learner performance.

5. Enter a name for the evaluation parameter. For example, Empathy.

6. Click the Competency dropdown to open the competency selection list.  

   

7. Select the required competencies for the evaluation parameter by using the corresponding checkboxes.

   

8. Enter the Scoring guidance for the evaluation parameter. Define the level of learner performance that corresponds to each score range. For example, describe what scores of 0–2, 3–5, 6–8, and 9–10 indicate based on the learner’s performance.

   

9. In the Reference examples section, under Good response, enter examples of a good response.
   Example: “I understand how frustrating this must be. I’ll look into what happened with your order and help get this resolved.”

   

10. In the Reference examples section, under Poor response, enter examples of a bad response.
    Example: “You’ll need to contact billing. There’s nothing I can do about it.”

    

    Info:

    To add additional evaluation parameters, click + Add parameter and repeat the steps above.

    

After you add the required evaluation parameters, proceed to specify the Exit conditions for the Roleplay.

Exit conditions control when and under what circumstances the Persona ends the Roleplay. They help ensure the conversation concludes naturally if the learner doesn’t meet the required scenario objectives or if the interaction reaches its defined limit.

Use the following steps to specify exit conditions for an AI Roleplay:

1. Click the Exit conditions tab.

   

2. Review the exit conditions.

   

3. Click the Open icon.

   

   Note:

   You can configure a Roleplay session to last up to 15 minutes.

4. Enter the Repetition limit for the Roleplay session. This defines how many times the AI persona can repeat the same question before the session ends. You can set this limit up to 5.

   

   Info:

   Enter custom rules that define when the Roleplay session should end. For example, you can end the Roleplay session when the customer asks to speak to a manager.

   

After you configure the Exit conditions, proceed to review and edit the Learner brief for the AI Roleplay.

The Learner brief provides context for the Mirror Roleplay by outlining the scenario, objectives, and expectation of the learners. By default, the Learner brief is automatically generated based on the Roleplay scenario. You can review and edit the generated brief if required.

Example: You are a support agent handling a customer frustrated about a delayed order. Listen actively, acknowledge the issue, and provide a clear resolution to de-escalate the situation.

Note:

• Editing the Learner brief overrides the AI-generated version. Make sure the edited brief accurately reflects the Roleplay scenario and learning objective.

• You can add Learner briefs up to 500 characters.

Use the following steps to review or edit the Learner brief for an AI Roleplay:

1. Click the Learner info tab.

   

2. Review or edit the Learner brief as required.
   

   Tip:

   Keep the Learner brief concise and use the second person to address the learner.

3. Click Save.    

   

   Note:

   Whatfix does not save your changes automatically. Click Save each time you make a change to the Roleplay to ensure the preview reflects your latest changes.

After you review and save the AI Roleplay, proceed to attach it to a Workflow.

Once you create and save an AI Roleplay, you must attach it to a Workflow to integrate the Roleplay with the Mirror experience. Alternatively, you can also attach a Workflow to an AI Roleplay. For more information, see Attach a Roleplay in Mirror.

Info:

Whatfix creates every new AI Roleplay in the Draft stage. Attach the Roleplay to a Mirror Workflow before you move it to the Ready or Production stages.

Use the following steps to attach the created AI Roleplay to a Workflow:  

1. Click Attach to workflow.

   

    

2. Select the required stage that contains the AI Roleplay you want to attach. For more information, see Understand Whatfix Dashboard Stages.

   

3. Select the Workflow to which you want to attach the AI Roleplay.

   

4. Click Attach.

   

Note:

Once you attach an AI Roleplay to a Workflow, preview the combined Mirror Roleplay experience. For more information, see Preview a Roleplay in Mirror.