Voxys introduces voice LLM simulators for contact center operator training

Voxys has deployed voice GenAI simulators called targetskill for training contact center operators, developed in partnership with TargetAI. The system uses a multi-agent architecture: one AI agent acts as a virtual customer, while another evaluates the conversation and gives feedback. Operators practice in a voice format with scenarios including consultations, sales, handling objections, and complex calls. After each dialogue, the AI assessor analyzes performance based on set criteria, highlights strengths and weaknesses, quotes the operator's speech, and provides improvement tips. The simulators integrate with the corporate LMS via SCORM and can be configured by methodologists without developers, taking 20-30 minutes to create a new scenario. Before launch, each scenario is calibrated for realism and accuracy. Voxys now uses over 30 targetskill simulators in commercial training, supporting 100-200 concurrent users and up to 300 trainees daily. Results include a 15% reduction in post-training attrition, a 20% increase in average quality scores, a 19.9% improvement in objection handling, a 38% decrease in new hire turnover, and a 3% increase in early conversion rates. User satisfaction is rated 4.9 out of 5. Voxys plans to expand the technology to other projects, non-voice areas, and management skills, with the next step being an AI trainer that accompanies employees throughout learning and onboarding.