# Smart Role

> Smart Role is the pre-production readiness layer for customer support. Agents, internal or outsourced, rehearse high-stakes customer conversations with AI personas by voice, chat or email, get instant objective feedback, and must pass a readiness gate before they touch a live ticket.

Smart Role is built and hosted in the European Union, is GDPR compliant, SOC 2 Type 2 audited, and never uses customer conversations to train third-party foundation models. The product is available at https://app.smartrole.ai; this site (https://www.smartrole.ai) is the public website, published in English (/en) and French (/fr).

## What the product does

- **Simulation engine** — turn complex tickets and brand-specific edge cases into mandatory, lifelike scenarios with personas that push back.
- **Every channel** — inbound and outbound calls, voice, chat and email.
- **Instant feedback** — objective scoring against the scorecards the organisation defines, right after each simulation.
- **Readiness tracking** — dashboards and an audit trail of who is ready (and who is not), across internal teams and BPO vendors.
- **Full agent lifecycle** — hiring assessments, onboarding and continuous training paths.
- **Integrations** — Zendesk and Intercom apps (training inside the ticketing tool, help-center knowledge sync), Dixa, Notion, Slack, webhooks.

## Pricing

- **Free** — $0 (No credit card required). Validate the Readiness Gate.
- **Core** — From $29 / active user / mo (Unlimited scenarios per user). Institutionalize team proficiency.
- **Ultimate** — Custom (Custom terms and volume). Enforce global oversight.

Core is billed per active user (anyone who ran at least one role-play in the month), with unlimited scenarios per user. The Free plan needs no credit card.

## Main pages

- [Home](https://www.smartrole.ai/en): positioning, the readiness gate, plans.
- [Product](https://www.smartrole.ai/en/features): simulations, assignments, feedback, readiness tracking.
- Channels: [inbound](https://www.smartrole.ai/en/product/inbound), [outbound](https://www.smartrole.ai/en/product/outbound), [voice](https://www.smartrole.ai/en/product/voice), [chat & email](https://www.smartrole.ai/en/product/chat-email).
- [MCP server](https://www.smartrole.ai/en/product/mcp): connect Claude, ChatGPT, Cursor or any MCP client to a Smart Role workspace (same operations and permissions as the public API).
- Solutions: [hiring](https://www.smartrole.ai/en/hiring), [onboarding](https://www.smartrole.ai/en/onboarding), [continuous training](https://www.smartrole.ai/en/training).
- Industries: [bpo](https://www.smartrole.ai/en/training/bpo), [travel](https://www.smartrole.ai/en/training/travel), [healthcare](https://www.smartrole.ai/en/training/healthcare), [finance](https://www.smartrole.ai/en/training/finance), [consumers](https://www.smartrole.ai/en/training/consumers).
- [Integrations](https://www.smartrole.ai/en/integrations): [Zendesk](https://www.smartrole.ai/en/integrations/zendesk), [Intercom](https://www.smartrole.ai/en/integrations/intercom).
- [Pricing](https://www.smartrole.ai/en/pricing): plans and comparison table.
- [Resources](https://www.smartrole.ai/en/resources): ROI calculator, onboarding simulator, guides and audits.
- [Customer stories](https://www.smartrole.ai/en/customers): case studies with outcome metrics.
- [Alternatives](https://www.smartrole.ai/en/alternatives): honest comparisons with other training approaches.
- [FAQ](https://www.smartrole.ai/en/faq): product, pricing, security and rollout questions.
- [Help center](https://www.smartrole.ai/en/help): setup and usage guides.
- [Blog](https://www.smartrole.ai/en/blog): articles on customer service training and CX operations.
- [About](https://www.smartrole.ai/en/team) and the [manifesto](https://www.smartrole.ai/en/team/manifesto).
- [Affiliate programme](https://www.smartrole.ai/en/affiliate): 30% recurring commission for 12 months, 90-day cookie.
- [Contact](https://www.smartrole.ai/en/contact): demo booking, sales, support, press.

## Legal & compliance

- [Terms of service](https://www.smartrole.ai/en/terms)
- [Privacy policy](https://www.smartrole.ai/en/privacy)
- [GDPR & data protection](https://www.smartrole.ai/en/gdpr): controller/processor split, DPA, EU hosting, sub-processors, retention, security measures.
- [Security](https://www.smartrole.ai/en/security): EU hosting, encryption, SSO (SAML, SCIM), access control, application security, vulnerability reporting.

## Customer stories

- [Northwind](https://www.smartrole.ai/en/customers/northwind): How a 120-person SaaS sales org cut ramp-up from 94 to 51 days by making practice a prerequisite, not an option.
- [Lumen Health](https://www.smartrole.ai/en/customers/lumen-health): A regulated support centre cut escalations by 21% by letting agents rehearse their hardest calls first.
- [Atlas Bank](https://www.smartrole.ai/en/customers/atlas-bank): How a European bank aligned eleven markets on one definition of a good advisory conversation.
- [Verdia](https://www.smartrole.ai/en/customers/verdia): A 30-person startup replaced three days of founder-led role-play with a scorecard and five scenarios.

## Comparisons

- [Smart Role vs. manager-led role-play](https://www.smartrole.ai/en/alternatives/manager-led-role-play): The original method: excellent when it happens, and it rarely happens more than once a month.
- [Smart Role vs. call recording tools](https://www.smartrole.ai/en/alternatives/call-recording-tools): Great for knowing what happened. Not built for practising what should happen next time.
- [Smart Role vs. LMS e-learning modules](https://www.smartrole.ai/en/alternatives/lms-elearning): Proves someone watched a module. Says nothing about whether they can hold the conversation.
- [Smart Role vs. building it yourself with an LLM](https://www.smartrole.ai/en/alternatives/diy-llm-prompt): A great prototype. The hard part was never the conversation — it is everything around it.
- [Smart Role vs Solidroad](https://www.smartrole.ai/en/alternatives/solidroad): Solidroad vs Smart Role: AI QA with simulations, or a readiness gate built on role-play. Channels, integrations, pricing and hosting compared, from public information. (public information checked 2026-10-01)
- [Smart Role vs Zenarate](https://www.smartrole.ai/en/alternatives/zenarate): Zenarate vs Smart Role: two simulation platforms for contact centers. Channels, help-desk integrations, hosting and pricing compared, from public information. (public information checked 2026-10-01)
- [Smart Role vs SymTrain](https://www.smartrole.ai/en/alternatives/symtrain): SymTrain vs Smart Role: two AI simulation platforms for customer-facing agents. Channels, help-desk integrations, pricing and hosting compared, from public information. (public information checked 2026-10-02)
- [Smart Role vs Second Nature](https://www.smartrole.ai/en/alternatives/second-nature): Second Nature vs Smart Role: sales-first AI role-play, or readiness simulations built for customer support. Channels, integrations and pricing compared. (public information checked 2026-10-01)
- [Smart Role vs Hyperbound](https://www.smartrole.ai/en/alternatives/hyperbound): Hyperbound vs Smart Role: AI sales role-play, or readiness simulations for customer support agents. Use cases, channels, integrations and pricing compared. (public information checked 2026-10-01)
- [Smart Role vs Mursion](https://www.smartrole.ai/en/alternatives/mursion): Mursion vs Smart Role: immersive avatar simulations for interpersonal skills, or readiness simulations for customer support agents. Compared from public information. (public information checked 2026-10-01)
- [Smart Role vs Practis](https://www.smartrole.ai/en/alternatives/practis): Practis vs Smart Role: AI sales readiness for field teams, or readiness simulations for customer support agents. Use cases, integrations, pricing and hosting compared. (public information checked 2026-10-01)
- [Smart Role vs Exec](https://www.smartrole.ai/en/alternatives/exec): Exec vs Smart Role: voice-first AI role-play across sales and leadership, or readiness simulations for support teams on every channel. Pricing and features compared. (public information checked 2026-10-01)
- [Smart Role vs Quantified](https://www.smartrole.ai/en/alternatives/quantified): Quantified vs Smart Role: compliant AI role-play for regulated field sales, or readiness simulations for customer support agents. Compared from public information. (public information checked 2026-10-01)
- [Smart Role vs Zendesk QA](https://www.smartrole.ai/en/alternatives/zendesk-qa): Zendesk QA vs Smart Role: AI QA of live tickets, or simulations that prepare agents before they reach them. What each does, pricing, and how they work together. (public information checked 2026-10-01)
- [Smart Role vs Playvox](https://www.smartrole.ai/en/alternatives/playvox): Playvox vs Smart Role: a workforce engagement suite (QA, coaching, LMS, WFM), or AI simulations that prepare agents before go-live. Compared from public information. (public information checked 2026-10-01)
- [Smart Role vs Rippit (MaestroQA)](https://www.smartrole.ai/en/alternatives/rippit): Rippit (formerly MaestroQA) vs Smart Role: AI analysis of every live conversation, or simulations that prepare agents before go-live. Compared from public information. (public information checked 2026-10-01)
- [Smart Role vs Scorebuddy](https://www.smartrole.ai/en/alternatives/scorebuddy): Scorebuddy vs Smart Role: QA, coaching and LMS for contact centers, or AI simulations that certify agents before go-live. Compared from public information. (public information checked 2026-10-01)
- [Smart Role vs evaluagent](https://www.smartrole.ai/en/alternatives/evaluagent): evaluagent vs Smart Role: QA, coaching and LMS for contact centers, or AI simulations that prepare agents before go-live. Pricing and features compared. (public information checked 2026-10-01)

## Help articles

- [Quick start guide](https://www.smartrole.ai/en/help/quick-start): From signup to your first scored conversation in under ten minutes.
- [Writing a persona that pushes back](https://www.smartrole.ai/en/help/writing-a-good-persona): The five fields that separate a persona that teaches something from one that just agrees with you.
- [Building a training path](https://www.smartrole.ai/en/help/training-paths): Chain scenarios, gate progression and assign paths to teams so onboarding runs itself.
- [Building a scorecard](https://www.smartrole.ai/en/help/building-a-scorecard): Criteria, weights, mandatory rules and passing scores — how to configure evaluation.
- [Understanding your scores](https://www.smartrole.ai/en/help/understanding-scores): What the number means, why it moves between attempts, and how to compare people fairly.
- [Managing members & permissions](https://www.smartrole.ai/en/help/managing-your-team): Roles, workspaces, invitations, SSO and what happens when someone leaves.
- [Billing & invoices](https://www.smartrole.ai/en/help/billing-and-invoices): Active-user billing, plan changes, invoices, VAT and what happens when you cancel.
- [Troubleshooting conversations](https://www.smartrole.ai/en/help/troubleshooting): Microphone issues, interruptions, early endings and scores that look wrong.

## Blog articles

- [iGaming Customer Support Interview Questions: Practitioner Guide 2026](https://www.smartrole.ai/en/blog/igaming-customer-support-interview-questions): 25 iGaming customer support interview questions with answers. Covers angry players, VIP complaints, responsible gambling, payout disputes, and bonus terms.
- [Call Center Nesting Period Best Practices: The 2026 Manager's Playbook](https://www.smartrole.ai/en/blog/call-center-nesting-period-best-practices): Learn the proven call center nesting period best practices that reduce early attrition, accelerate agent proficiency, and build lasting confidence before full production. Updated 2026.
- [AI Training for Customer Service Agents](https://www.smartrole.ai/en/blog/ai-training-for-customer-service-agents): Learn how AI training for customer service agents uses simulation to improve readiness, reduce onboarding time, and build confident support teams.
- [Customer Service Training Scenarios: Examples and Best Practices 2026](https://www.smartrole.ai/en/blog/customer-service-training-scenarios): Discover the most effective customer service training scenarios for 2026. Real-world examples, a comparison table, and proven frameworks to build confident, high-performing teams.
- [Customer Service Simulator: Benefits & Examples 2026](https://www.smartrole.ai/en/blog/customer-service-simulator): A customer service simulator lets agents practise realistic interactions and get AI feedback without risk. Benefits, examples and top platforms 2026.
- [BPO Agent Onboarding: Reduce Ramp Time & Attrition](https://www.smartrole.ai/en/blog/bpo-agent-onboarding): Learn how BPO agent onboarding works, why ramp time and attrition matter, and how simulation-based training builds ready agents faster in contact centres.
- [Hospitality Customer Service Interview Questions](https://www.smartrole.ai/en/blog/hospitality-customer-service-interview-questions): Prepare for your hospitality job with 25 customer service interview questions, sample answers, and coaching tips for hotel, airline, and travel roles.
- [New Hire Training Call Center: A Complete Guide to Faster Ramp-Up and Better Retention](https://www.smartrole.ai/en/blog/new-hire-training-call-center): Learn how to design effective new hire training for call centers with a complete guide covering pre-boarding, nesting, coaching, and AI simulation.
- [Simulation-Based Training for Customer Service Guide](https://www.smartrole.ai/en/blog/simulation-based-training-for-customer-service): Simulation based training for customer service explained: the learning science behind it, how to build a business case, and how to evaluate platforms in 2026.
- [Call Center Role Play Scripts + AI Training 2026](https://www.smartrole.ai/en/blog/call-center-role-play-scripts): Compare 12 call center role play scripts with AI-powered training simulations. Includes scoring frameworks, trainer checklists, and roleplay best practices.
- [AI Customer Service Roleplay Tools: Best Platforms Compared](https://www.smartrole.ai/en/blog/ai-customer-service-roleplay-tools): Compare the best AI customer service roleplay tools. Purpose built platforms vs generic chatbots for coaching, QA, and scalable support team skill development.
- [12 Customer Service Role Play Scenarios for Chat Support Teams](https://www.smartrole.ai/en/blog/customer-service-role-play-scenarios-for-chat): Explore 12 customer service role play scenarios for chat support teams. Covers complaints, billing, technical issues, escalations, and retention with example opening messages for each.
- [Customer Service Training Software Comparison 2026](https://www.smartrole.ai/en/blog/customer-service-training-software-comparison-2026): Compare the best customer service training software platforms in 2026. Side-by-side analysis of AI simulation, LMS, video coaching, and QA tools for support teams, with pricing, features, and enterprise readiness scores.
- [Customer Service Simulation Training Guide 2026](https://www.smartrole.ai/en/blog/customer-service-simulation-training-guide-2026): Customer service simulation training is a practice-based learning method where support agents rehearse realistic customer interactions through roleplay, AI simulations, and scenario-based exercises in a controlled environment.
- [Fintech Regulatory Fines for Poor Customer Support: 2026 Guide](https://www.smartrole.ai/en/blog/fintech-regulatory-fines-customer-support): Explore major fintech regulatory fines for poor customer support, recent cases, compliance tips, and how to avoid costly penalties in 2026.
- [Reducing Brand Risk in Outsourced Call Centers: Best Practices 2026](https://www.smartrole.ai/en/blog/reducing-brand-risk-outsourced-call-centers): Discover proven strategies to minimize brand risk in outsourced call centers. Learn best practices for compliance, quality, and reputation management in 2026.
- [Gartner Predicts Customer Service Rehiring by 2027](https://www.smartrole.ai/en/blog/gartner-predicts-customer-service-rehiring-by-2027): Gartner forecasts 50% of firms that cut customer service jobs due to AI will rehire by 2027. Learn what this means for support ops, training, and AI strategy.
- [Insurance Claim Horror Stories: Real-Life Nightmares & Lessons](https://www.smartrole.ai/en/blog/insurance-claim-horror-stories): Discover real insurance claim horror stories, what went wrong, and how to protect yourself. Learn from others’ mistakes to avoid your own nightmare.
- [Worst Travel Customer Service Fails: Real Stories & Lessons (2026)](https://www.smartrole.ai/en/blog/worst-travel-customer-service-fails): Discover the worst travel customer service fails, real passenger stories, and expert tips to avoid disasters on your next trip. Learn what to do if it happens to you.
- [Customer Experience Vendor Management Frameworks: Best Practices 2026](https://www.smartrole.ai/en/blog/customer-experience-vendor-management-frameworks): Discover top customer experience vendor management frameworks, best practices, and tools to optimise CX partnerships and drive business success in 2026.

## Frequently asked questions

**What exactly is an AI role-play?**
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.

**Does it really work by voice?**
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.

**How are conversations scored?**
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.

**Which languages are supported?**
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.

**How long does it take to build a scenario?**
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.

**Is there a free trial?**
There is a Free plan, with no credit card: 10 role-play sessions with unlimited personas, scenarios and scorecards, every channel and the Zendesk & Intercom integrations. When you're ready, ask for a 30-day free trial of the full platform.

**How does billing work?**
Core is billed per active user: from $29 per active user per month, with unlimited scenarios per user. An active user is anyone who runs at least one role-play during the month, so agents who did not train are not invoiced. Ultimate is priced on custom terms.

**Can I cancel or change plan?**
Yes. Your bill follows the number of active users each month, and upgrading or downgrading is handled with your account manager, without losing anything you created.

## Optional

- [Developer documentation](https://docs.smartrole.ai): tRPC API reference, authentication, webhooks.
- [Status page](https://status.smartrole.ai): incident history and uptime.
- Contact: friends@smartrole.ai — we answer in under 4 business hours, in English or French.