AI Coaching Simulations for Contact Center Agents

AI mock caller roleplay simulations and agent training programs are included in the EmberQA Pro plan at $89 per agent per month. The Pro plan provides unlimited usage of AI roleplay practice without usage-based overage fees. The Essentials plan at $49 per agent per month focuses on interaction quality scoring and analytics.

Simulation attempts are automatically scored using customizable quality rubrics, metrics, and weights. The platform provides detailed explanations for scores, tracks completion and attempt counts, and identifies recurring performance patterns so supervisors can guide agents with targeted coaching recommendations.

Alongside AI mock caller roleplay, EmberQA includes structured agent training programs featuring learning content, lessons, call-review exercises, quizzes, and knowledge checks. Supervisors can track agent training completion and practice attempts to ensure team members understand essential call-handling procedures.

EmberQA evaluates customer interactions across multiple channels, including calls, SMS, emails, documents, and chat transcripts. While AI roleplay simulations focus on conversation practice, the platform connects simulation insights directly with cross-channel quality assurance scoring and analytics.

Managers and reviewers receive free access in EmberQA. Paid agent seats are required only for agents whose work is actively scored on the platform, allowing quality assurance managers and supervisors to monitor simulations, review dashboards, and manage coaching without additional seat fees.

EmberQA includes basic onboarding and standard support across plans. Teams selecting the Pro plan gain access to white-glove onboarding for configuring teams, rubrics, and supported integrations, as well as enterprise support for ongoing rollout assistance and technical troubleshooting.