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Intelligent Virtual Customers

Your agents don’t need another roleplay or simulation. They need real conversations.

TrueCX’s virtual customers talk, react, and object like your real customers.

See Our Virtual Customers in Action

How Intelligent Virtual Customers (IVCs) Work

1

Your agent takes a call

An IVC calls through your phone system. The conversation sounds like a real customer, with questions, objections, and emotion.

2

Your agent learns in a true-to-life environment

IVCs respond dynamically in real-time, training your agents to do the same and not rely on scripts or patterns.

3

You get full-scope performance data

Every conversation produces performance data across soft skills, accuracy, compliance, and resolution quality. See trends and make informed decisions.

By their first live call, your agents have already handled it all.
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Intelligent Virtual Customer capabilities

Measure agent readiness

See who's ready for live calls and who isn't before a real customer is on the line.

Measure agent readiness

Practice common objections, uncommon compliance risks, and everything in between

IVCs handle the full range: routine requests, edge cases, angry escalations, and technical troubleshooting. Agents practice what they'll actually encounter.

Practice complex scenarios

Generate unlimited scenario and persona combinations

Every conversation sounds unique. Agents can't memorize the "right" answers because there's no pattern to crack.

Create dynamic virtual customers

Track improvement between rounds

Watch who's getting better and who's stuck. Focus practice time exactly where each agent needs it most.

Track improvements

Real results from real customers

25

%

improvement in QA scores after practice

50

%

reduction in average handle time

10

:1

ROI on training investment

48

HR

from contract to agents practicing

50

%

Ramp time droppedfrom 60 days to 30 days

30

New Hires Outperformed Tenured Agents Within Their First 30 Days

20

%

Reduction in Errors

3

x

Training capacity tripled(from 4-5 agents per class to 15)

Experience IVCs yourself

Talk to an IVC and see what makes them different from every other training tool you've tried.

Schedule time to talk to an IVC
Experience IVCs yourself

How do IVCs stack up against traditional training methods?

IVCs Traditional Roleplay Shadowing/Nesting Other Simulation Tools
Feels realistic Unscripted, adapts in real time Scripted, agents know what's coming Real calls, but can't practice mistakes Follows decision trees
Scales infinitely Train 5 or 500 agents Limited by trainer availability Limited by senior agent capacity Scales technically
Measures readiness Objective performance data Subjective trainer feedback No measurement, just observation Tracks completion, not quality
Safe to fail Practice mistakes without risk Embarrassment in front of peers Real customers on the line Safe environment
Time to deploy 48 hours Weeks (scheduling trainers) Ongoing (never "deployed") Months (custom content build)
Agent engagement High (feels real) Low (feels fake) High (real, but stressful) Low (gameable patterns)

Frequently Asked Questions

How long does deployment take?
48 hours from contract signature to agents practicing. We use our proprietary tool, Onboardly, to analyze your public FAQs, internal knowledge bases, and call recordings to build realistic scenarios and personas before your first call. Once you approve, agents start practicing immediately. No IT dependencies, no integration work, and no waiting.
Which integrations are required?
None. IVCs call through your existing phone system. No softphone? No problem. We can provide a dedicated phone number that connects directly to your environment and behaves exactly like your phone system.
Which channels do IVCs support?
Phone calls today, with chat, video, and email in development. We started with the hardest part—realistic phone conversations—because voice is where most customer interactions happen.
Can we customize scenarios?
Yes. Your Customer Success Manager will work with you to create scenarios that match your products, policies, and call flows. You control the specificity—from broad call types to exact edge cases.
How does scoring work?
Every conversation is evaluated on soft skills, accuracy, resolution quality, compliance adherence, and efficiency. Scoring is fully customizable with AI-generated scorecards. You can assign point systems, adjust complexity, and apply different scorecards to different call types. Agents get immediate feedback after each call, plus trend data across rounds.
Are IVCs secure?
Yes. We're SOC 2, ISO 27001, and HIPAA compliant, and no real customer data is used in training scenarios.
How many agents can practice simultaneously?
As many as you need. IVCs scale infinitely—whether you're training 5 agents or 500, the experience is identical.
What happens if an agent gets stuck?
IVCs know what an agent's goals are. If someone goes off track or struggles to regain control, the IVC provides subtle prompts to redirect them. We also use a crawl-walk-run approach so that day one agents get experience-appropriate scenarios, not the hardest calls in your queue.
How much does TrueCX cost?
Pricing is based on a platform fee plus usage levels. We build affordable packages that match your usage needs at scale. Contact us for a custom quote.
One system. Complete visibility.

TrueCX delivers independent performance intelligence for the conversational economy.

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