Smart Role is the pre-production readiness layer for customer support. We institutionalize agent proficiency through high-stakes simulations, protecting your brand from the "black box" of outsourced or internal training.
Unlimited scenarios · No credit card required · SOC 2 Type 2 & ISO 27001
Persona · Stressed traveller, chat, hard mode
"It's MRG2847. My first flight just got delayed by 6 hours. Now I'm going to miss my connecting flight!"
82
Empathy
74
Accuracy
88
De-escalation
Readiness 83/100
+12 pts
Trusted by CX leaders
Eliminating brand risk in internal and outsourced support teams
It only tells you when the house has already burned down: the customer has been failed, the ticket is closed, the review comes weeks later.
We close the "Knowledge Debt" gap by ensuring agents can handle high-stakes situations before they touch a live ticket.
We close the "Knowledge Debt" gap. Smart Role replaces inconsistent manual role-plays and after-the-fact QA with a systematic readiness loop that validates performance before agents touch a live ticket.
Turn your complex tickets and brand-specific edge cases into mandatory simulations.
Agents don't just "study" your SOPs, they prove they can execute them under pressure.
No agent enters production until they pass the Readiness Gate.
Stop reactive coaching.
Smart Role provides instant, objective feedback that corrects behavior inside the simulation.
We move from flagging errors in QA reports to preventing them in 24 hours.
Eliminate "process drift" across internal and BPO teams.
Our dashboards provide a documented audit trail of agent readiness, ensuring every team member, regardless of location, meets your exact brand standard before going live.
No instructional designer, no recording studio, no three-month rollout project.
Pick a template or turn a complex ticket into a scenario in a few sentences: the customer, their mood, what they need help with, and what a great answer looks like.
Agents handle the simulated customer via chat, email, or voice. It pushes back, escalates, and changes its mind, exactly like the customer they will meet tomorrow.
Every conversation is scored against your scorecard, with quotes to back it up. Nobody goes live before passing the Readiness Gate.
From the first scenario to org-wide rollout, without a single spreadsheet.
Scenario builder
Describe the situation, the persona and the goal in plain language. Smart Role turns it into a playable conversation, with a personality, a mood and hidden objections.
Voice & text
Real-time voice with natural turn-taking and interruptions, or text when your team is in an open space. Both are scored the same way.
Scorecards
Define the criteria that matter to you, weight them, and get a transparent score with the exact quote that justifies it.
Training paths
Chain scenarios into a path, set a passing score, and let new hires unlock the next step on their own.
Enterprise ready
Organizations, workspaces, roles and SSO. Roll out to 20 people or 2,000 without rebuilding your setup.
API first
Everything you see in the product is available through a typed API, so you can plug Smart Role into your LMS, CRM or data warehouse.
Every conversation is scored against the criteria you define. No more gut feeling, no more coaching that depends on which tickets happened to be reviewed.
One platform, four very different jobs to be done. Each team gets its own scenarios, scorecards and dashboards.
Better CSAT, fewer escalations
Practise escalations, refund policies and angry customers on chat, email and voice without putting a real ticket at risk.
Faster ramp-up on every contract
Branded scenarios and scorecards for every client, and readiness data you can show them before go-live.
Consistent onboarding at scale
Give every new hire the same first week, whatever the site, timezone or team lead they land with.
Oversight without the black box
Move from flagging errors in QA reports to preventing them, with an audit trail of readiness across every site and vendor.
To further Level up on CSAT results, we have recently set agents up with an AI tool ‘Smart Role’ that acts as a customer in a chat conversation to let the agent practise soft skills, but it also gives the agent instant feedback once the conversation is done. With Smart Role we let the agents really prepare and practice their skills before they get to talk to one of our real customers.
Allison Eberle
Director - First Line · Etraveli Group
SmartRole is a great tool and resource for assessing potential agents who are coming on as phone/chat/email agents.
Aimee Cannette
Training and Development Manager · Fast Growing Trees
A big thank you for bringing a remarkable product into the market! Smart Role is truly a game changer in this era when mastering human soft skills will hold a premium over AI. Albeit we are using AI to make humans better ;)
Mrinalini Naidu
Head of Training · Etraveli Group
I think it is an interesting tool, and we used it to help test our new hires’ ability to answer chats and emails before hiring.
Jackie Ready
Director of Inside Sales and Support · Fast Growing Trees
It's pretty mind-blowing. It's pretty fantastic.
Service Excellence Manager
Betsson Group
Thank you for building an amazing tool.
Blossom Hackett
CS Skills Training Team Leader · Etraveli Group
From $29 per active user per month, with unlimited scenarios per user. Agents who did not train that month are not invoiced.
Validate the Readiness Gate.
$0
No credit card required
Institutionalize team proficiency.
From $29/ active user / mo
Unlimited scenarios per user
Everything in Free +
Enforce global oversight.
Custom
Custom terms and volume
Everything in Core +
Built for teams that have to answer to a security questionnaire, and to their clients.
Independently audited controls. Reports are available from our trust center.
Data stored and processed in the European Union, on Europe-hosted models. A DPA is available on every plan.
Your conversations are never used to train third-party AI models.
Each client's data stays in its own isolated environment, with granular roles and an audit trail.
Success in customer service is 10% knowledge and 90% how you apply it in real situations.
Smart Role generates an AI persona from the scenario you describe: a role, a personality, a mood, a hidden agenda and the objections it is allowed to raise. Your team talks to that persona by voice or text, and the conversation is scored against a scorecard you control.
Yes. Voice conversations run in real time with natural turn-taking, and the persona can interrupt or be interrupted. Text mode exists for open spaces and noisy environments, and both modes are evaluated with the same scorecard.
You define the criteria, their weight and what a passing score means. Smart Role scores each criterion and quotes the exact moment in the transcript that justifies the score, so the feedback can be discussed rather than accepted on faith.
Smart Role runs simulations in English, French, Spanish, Italian, Portuguese, German, Dutch, Danish, Swedish, Norwegian, Polish, Romanian, Bulgarian, Greek, Turkish and Arabic. A scenario can be written once and localised per market while keeping the same evaluation criteria.
Under ten minutes for a first scenario. Start from a template, replace the persona and the context with your own, adjust the scorecard, publish. No instructional designer required.
Spin up your first scenario in minutes. No credit card, no setup call, no IT ticket.
Free plan · No credit card required
