AI voice-roleplay training for frontline teams
Hospitality, insurance, and driver teams practice real guest and customer conversations with an AI counterpart, then get instant private feedback. No judgment, no audience, just better at the job.
114 seconds: empathy first, a fast fix, and one thing left to polish
The “angry guest, wrong bill” scenario, scored 2 stars. The agent opens with a genuine apology and a fast, concrete fix: checking with housekeeping and removing the charge. What's left to work on: English grammar precision, and using the guest's name. All of it caught from what was actually said.
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Audio and screens are both from a real run in the app (voices synthesized for demonstration, not any staff member's session). The feedback is real output from the scoring pipeline.
Three frontlines running on it today
The same welcome, every shift
From published research on TripAdvisor reviews
— not room quality
Binprathan, A. et al. (2019) — analysis of Thai boutique hotel reviews on TripAdvisor (n=50)
App chrome shown in Thai, as staff use it.
Stuck mid-conversation? Ask for a hint without leaving the call
Frontline staff rarely lack the will. They lack the opening line while a guest is shouting, so the hint button offers one that fits the situation in front of them, then they say it in their own words.
App chrome shown in Thai, as staff use it.
The coach genuinely speaks Burmese — not just a translated button
Each staff member picks their own coaching language, Thai or Burmese. It's not just menus and buttons getting translated: the coach's spoken voice during practice speaks Burmese too, and the written feedback after each run is in Burmese as well.
Real coach feedback from that run, spoken in Burmese, not just displayed as text.
“အရမ်းကောင်းတယ်: မင်းရေ David Miller, သုံးညနဲ့ deluxe room ကို ရှင်းရှင်းလင်းလင်း ပြန်အတည်ပြုပေးနိုင်တာ အစ်မကြိုက်တယ်”
What a manager sees on Monday morning
Per-person readiness
See who passed which level, who is stuck where, and who is ready for a real shift.
Weekly highlights
A weekly summary of what the team did well and what needs more practice — no listening through every round.
Only submitted results
Private practice never appears on the manager view — only the rounds staff choose to submit.
Private practice runs never reach the manager's screen
It is why staff retry instead of hiding, and it is what separates this from training software that feels like surveillance. Managers only see the runs staff choose to submit.
Manager view: one trainee's best submitted run — per-criterion scores, nothing from unsubmitted practice.
Questions we get
Do we install an app?
No. It runs in the mobile browser, and staff sign in with a code we issue.
How is this different from our LMS?
An LMS has people read and click answers — easy to forget, and no one knows how they'd actually perform with a real customer. ImpactRole has staff practice unlimited times with an AI in realistic scenarios before they meet one, and scores what they actually said.
Does it handle Thai and Burmese properly?
The coach's guidance and feedback are in the staff member's chosen coaching language (Thai or Burmese), while the conversation with the guest follows the scenario's own language, and English clarity is scored separately when the scenario involves an international guest.
Can managers see everything?
Only the runs staff submit. Private practice is invisible.
How do we add new staff?
Managers add trainees themselves: pick a role, then a code is ready to hand out. No waiting on us.
How much time per person?
8–10 minutes a run, done between shifts, with no full training day to schedule.
How a pilot works
- 1A LINE chat to see your frontline and the standards you already train to.
- 2We build 3–4 scenarios from situations your team actually gets.
- 3Run it with one small team for a shift, then look at the results together.