Artificial intelligence (AI) is increasingly being used to support employee training, giving sales and customer service professionals new ways to practice workplace conversations before interacting with customers. AI-powered role-play platforms can provide consistent practice opportunities, immediate feedback, and performance insights that complement traditional coaching and onboarding programs.
Stevie-winner Second Nature developed an AI-powered training platform that enables sales and customer service teams to practice realistic customer interactions with conversational AI avatars. Users can rehearse sales pitches, product demonstrations, customer support conversations, slide presentations, and video calls while receiving objective feedback and performance scores designed to help improve future conversations.
Building Consistent Training Experiences
Second Nature's platform is available 24 hours a day in 27 languages and supports multiple role-play formats. A recently introduced AI-powered course-creation assistant lets training leaders quickly generate new courses, while integrations with Salesforce, Active Directory, and learning management systems help organizations incorporate the platform into existing training workflows.
Managers can use reporting dashboards to monitor trainee progress, identify where additional support may be needed, and spend less time conducting role-play evaluations themselves.
Customer Examples
Organizations across a range of industries have implemented Second Nature as part of their sales and customer service training programs.
SAP Academy reported that employees reached proficiency faster while increasing opportunities and sales volume without adding training resources. GoHealth incorporated the platform into training for its Medicare sales teams, reporting shorter onboarding times and improved sales performance. Spa World reported increased sales closing rates and reduced onboarding time after adding Second Nature to its training program.
OneVision Resources also reported operational benefits. One Customer Support Leader said the platform let him spend more time on his primary responsibilities instead of remaining available for training. An Instructional Designer described the platform as an extension of the training team, citing increased practice time and more consistent role-play experiences.
Second Nature highlighted an academic study conducted by researchers at the University of Houston in collaboration with United Rentals. The study examined the impact of AI-powered role-play training on more than 2,000 outside sales representatives and contributed to ongoing research on how AI-assisted practice may support sales performance.
Second Nature won a Silver Stevie® Award for AI-Powered Sales or Service Solution – New or New Version in the 2026 Stevie Awards for Sales & Customer Service.
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