Company: Symtrain, Greenoboro, GA
Company Description: Symtrain is a SaaS solution that elevates the standard for training with digital role-play and AI-based coaching. It simulates real-world scenarios to prepare sales, service, and support agents for interactions with customers. Symtrain’s clients span multiple industries including banking, insurance, transportation, logistics, retail, and manufacturing. For more info, visit www.symtrain.com
Nomination Category: New Product & Service Categories - Business Technology
Nomination Sub Category: Remote Working Solution
 Nomination Title: Symtrain's Automated Role-Play Solutions
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the nominated new or new-version product or service, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: If this is a brand-new product, state the date on which it was released. If this is a new version of an existing product, state the date on which the update was released:
Symtrain was established in 2018.
- If you are providing written answers for your submission, you must provide an answer to this second question: Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 329 words used.
Symtrain is an advanced AI-based training platform that features automated role-plays and guided coaching through workplace simulations based on real world interactions. This easy-to-use training solution provides self-paced learning with written prompts, verbal cues, and screen navigation for an immersive learning experience.
Many studies have shown that experiential learning opportunities enhance comprehension, improve retention, and increase problem-solving skills. Symtrain embraces this learning model through hands-on training that allows people the time and space to work through each scenario with the assistance of AI coaching to help them build confidence and achieve skill mastery. The impact of digitized role-play drastically improves speed to proficiency by over 40% while simultaneously reducing the time and internal resources required to get there by over 50%.
Many clients create simulations, or syms, based on recorded customer interactions. However, they can also capitalize on the experience and knowledge of current employees by creating customized syms that focus on a particular skill set. Once they have been added to the library, agents can repeat and revisit syms at any point, whether they are new hires or seasoned agents. It also expedites training following company-wide policy and product changes that must be enacted on shortened timelines.
After agents complete the syms, the intuitive AI gives immediate, targeted feedback on performance for a more standardized approach to training. With scoring in accuracy, sentiment, and utilization of keywords, it records agents’ proficiency in each skill and highlights areas for improvement. Not only can clients track an individual’s progress, but they can also compare it across a larger group.
At a time when virtual training is most important, it helps bridge the learning gap to provide more effective coaching at scale. Symtrain supplements training programs by offloading repetitive and time-consuming tasks so trainers can focus their efforts in other areas to have a greater impact on frontline agents’ overall performance. Furthermore, it reduces training time, eliminates the nesting/OJT period, and reduces necessary man hours, saving companies valuable time and money.
- If you are providing written answers for your submission, you must provide an answer to this third question: Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 331 words used.
The changing dynamics and decentralization of the workforce has created many training dilemmas for facilitators. Traditional techniques that were highly effective in a classroom environment don’t translate well to remote training. With more people seeking work-from-home positions, companies need to adapt their training programs to a virtual or hybrid atmosphere.
Symtrain provides the perfect digital tool to help keep employees engaged and connected within these shifting paradigms. The automated role-plays offer a new way to support agents and provide the option for additional practice without dedicating more time or resources through individualized practice and coaching. And with the immediate, targeted feedback from the AI, it provides the guidance agents need to improve the skills to be successful in their positions.
Rather than spending valuable class-time running one-by-one role-play scenarios, frontline agents can now complete each workplace simulation on their own time. In addition to emphasizing specific skills, you can customize and recreate real-world scenarios so agents are better prepared and feel more confident in their abilities when they start interacting with your customers.
Several of symtrain’s clients have already successfully added automated role-plays to their training curriculum. Thanks to this technology, LeanSolutions, a client who provides nearshore staff augmentation services, was able to grow their operations from 1,000 to 9,000 agents over the course of 2 years with these situational training exercises. According to their CEO, they were able to “accelerate speed to green and proficiency of new hires with AI-based automated role-play and coaching (to help) scale the business while improving performance and satisfaction.”
With the creation of their sym library, agents can revisit lessons at any time and attempt each scenario as many times as it takes for them to feel comfortable and confident. And best of all, it can be used simultaneously across an infinite number of trainees, making it scalable to call centers of all sizes. Without symtrain, there is no solution to deliver consistent role-play scenarios with growing complexity across a global enterprise.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 100 words used.
This promotional flyer provides a comprehensive overview of what symtrain is and the value it adds to training programs, including a direct quote from one of our clients. Furthermore, it provides a clear comparison of how symtain compares to other role-play scenarios on the market.
https://drive.google.com/file/d/1i--5DzHnB90zrKgWG--sDDex6GTn2IvZ/view?usp=share_link
In addition, we are attaching an overview video that provides high-level content of all the benefits it brings to training programs.
https://symtrain.com/wp-content/uploads/2022/08/SymTrain-and-Coach-Sym-220825.mp4
Finally, we are including a video demo of one of our syms, highlighting how user-friendly and simple these training simulations are. https://symtrain.com/wp-content/uploads/2022/12/generic_Zelle_transfer_demo_video_extreme_version_Free_Trial_CTA.mp4
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