Support Training
From scripts to instinct.
of customer service agents burn out in year one — most never received proper scenario training.
The Problem
Support staff face angry customers, billing disputes, and escalations daily. Classroom training doesn't prepare them for the emotional intensity of a live call. Shadow shifts mean junior staff watch, not do. And putting them live before they're ready means real customers pay the price.
How It Works
Write the scenario
Describe the angry customer, the complaint type, and the emotional register. The AI plays the customer exactly as written.
Staff practice
Each rep gets a private link and role-plays until they feel ready — on their own schedule, as many times as they need.
Review the scores
Empathy, clarity, resolution, and de-escalation speed — tracked per rep and across the team in the dashboard.
What Decibl Scores
Empathy
Did they acknowledge the customer's frustration before jumping to solutions?
Clarity
Was the resolution explained clearly, without jargon or ambiguity?
Resolution
Did they actually solve the underlying problem, or just close the ticket?
De-escalation
Did they bring the emotional temperature down before the call ended?
Example Scenario
Billing dispute with chargeback threat
A customer has been double-charged for three consecutive months and is demanding a full refund or they'll dispute the charge with their bank.
Other Use Cases
Sales Coaching
AI sales coaching for SDRs and AEs. Practice cold calls, objection handling, and closing with a realistic AI buyer — scored and on demand.
RISK & COMPLIANCECompliance Roleplay
AI compliance training through scenario-based roleplay. Auditable, scored sessions that build real judgment — not just quiz scores.
MANAGEMENT TRAININGLeadership Development
AI leadership training for managers. Practice performance reviews, feedback delivery, and difficult conversations before they happen.
Ready to build your first support training agent?
Takes 5 minutes to set up. No calls to schedule, no software to install.