English | EN 
One of my favorite AI features right now is the potential of AI Voice.
AI Voice refers to systems trained to understand, interpret, and respond to human speech. The possibilities are vast—from breaking down language barriers to enabling 24/7 call handling without human intervention.
From voice-to-text to virtual assistants like Alexa and Siri, we’ve all come to appreciate the convenience of hands-free (and eye-free) technology. Here are two practical ways companies can leverage AI Voice today to boost employee skills:
1. AI for Role-Playing
Years ago, I worked in a call center where we spent days role-playing customer scenarios with coworkers. While it was fun to impersonate a confused senior or try out a fake Irish accent, it was a huge time investment for trainers who had to listen to each session and provide feedback.
Today, AI can handle that role-playing and coaching. This not only saves time for managers but also gives employees the ability to review their own performance for self-improvement.
Take Salesforce, for example. Their out-of-the-box Sales Coach can be tailored to your organization’s needs. A rep simply opens a record, activates their mic and camera, and delivers their pitch. The AI responds in real time, dynamically adapting to what the rep says—no scripts involved.
When I tested it, I mistakenly said the warranty was two years instead of three. The AI ‘customer’ caught the error and asked for clarification—just like a real customer would.
What sets Salesforce apart is its ability to pull in contextual data from the Opportunity and customer record, offering deeper insights into what might have been missed.
After the session, I received a concise summary highlighting strengths and areas for improvement.
2. AI for Coaching
Back in that same call center, once we moved on to real customer calls, coaches would sit beside us the first few days to offer live feedback. Later, they’d review random call recordings to provide advice—often long after the interaction had ended. It was reactive and time-consuming.
Now, AI can listen to calls in real time and “whisper” coaching tips to the agent during the conversation. This enables immediate, actionable feedback.
While today’s AI can’t fully interpret emotion, it can detect keywords and phrases to assess caller sentiment. That means if a customer is frustrated or angry, the system can flag it—enabling tailored follow-up actions and more nuanced performance metrics.
As AI Voice continues to evolve, it’s not just enhancing convenience—it’s transforming how we train, coach, and support employees in real time. The organizations that embrace these tools today will be better equipped to scale smarter and faster tomorrow.