Smart Role

🎯 Revolutionizing Customer Support Training At Smart Role, we believe exceptional customer service starts with exceptional training. 🚀 Our AI-powered platform transforms the way customer support teams learn and grow by providing: ✅ Immersive role-play simulations tailored to real-world scenarios ✅ Personalized coaching to bridge skill gaps and boost agent performance ✅ Actionable insights to drive efficiency and consistency Why settle for ordinary onboarding and training? With Smart Role, your agents are empowered to handle the toughest customer interactions confidently — delivering fast, empathetic, and high-quality support every time. Whether you’re in banking, travel, e-commerce, or any other industry, Smart Role helps you: 🔹 Reduce onboarding time by up to 50% 🔹 Enhance customer satisfaction with better-prepared agents 🔹 Measure and improve agent performance with data-driven insights 🌟 Empower your team. Delight your customers. Scale your success. Curious to see it in action? Book a demo today and discover how Smart Role can transform your customer support team! #CustomerSupport #TrainingInnovation #AI #SmartRole

The best customer service lesson I learned this year: (read this before you plan your 2025 strategy) It all started with a delayed flight. I was stressed, sure I’d miss my connection. But then, I got a message from the airline: "We noticed your connection might be impacted. We’ve already rebooked you on the next flight and arranged a meal voucher." Proactive. Human. Effortless. It was such a contrast to another provider I dealt with just a week earlier: Long hold times. Robotic responses. No real solutions. It hit me. Great customer experiences boil down to 3 key things: 1. Proactivity → Solve the problem before the customer even asks. 2. Empowerment → Let agents go the extra mile without bureaucracy. 3. Human connection → Show genuine care and empathy. Too many companies overcomplicate things. They focus on tools and forget that customer service is about humans helping humans. That’s why training your agents continuously is so crucial. That’s why Smart Role is built to master empathy and problem-solving! Start training for free today: https://www.smartrole.ai/ - Thibaut 🦊

9 years working in the CS industry: Here are my predictions for 2025 ↓ As the year ended, the whole CS community was only talking about one thing: AI in customer support is at a crossroads. As Benedict Evans put it: “Huge interest, but limited use so far.” AI fails to deliver in our industry. And it won’t change before 2-3 years because of some significant challenges: 1️⃣ Managing errors and hallucinations Generative AI often produces unpredictable results, like Air Canada’s chatbot creating a false return policy. Companies need tools to reduce these risks and ensure reliability. 2️⃣ Balancing investment with value With AI progress slowing, it's important to question whether billions in investment are delivering enough value. Artificial General Intelligence remains a distant and unrealistic goal for 2025. 3️⃣ Reducing environmental impact Energy costs for training and running large models are skyrocketing. While some steps are being taken, we’re far from solving AI’s environmental impact. You might think: “So Thib, what does this mean?” Well, I spoke with a lot of CS experts on that matter. And almost all of us agree: AI will improve human work. As AI isn’t yet ready to replace human empathy, crucial during tough conversations with customers. It will, in the meantime, be used to help CS agents in their duties. Either by handling the simple and repetitive tasks, Or by empowering them like Smart Role does. Do you think we will see major companies replacing all their CS departments with AI? Is it too soon? I’d love to hear your thoughts on that! - Thibaut 🦊 PS : Happy New Year everyone ! 🎉

After 3 months of teasing, The Smart Role phone call AI is here! 🎉 And the results are far beyond our expectations. To practice, agents all around the world are failing their calls with REAL clients, representing millions of dollars lost every day. With our AI, we’ve built the perfect solution. The goal is to simulate real customer calls. Agents can now practice handling voice interactions in a fully immersive environment. And after every call, they receive instant feedback on critical skills like: → Empathy levels → Active listening → Communication clarity Agents also receive actionable suggestions to refine their performance! From day one, we told everyone we wanted to revolutionize CS training. Well, today I’m so proud because I think we are getting really close! 💪🏼 Would you dare to test your own skills? 😉 - Thibaut 🦊

2 weeks ago, I welcomed my first child into the world. Being a father has opened my eyes about entrepreneurship. This wonderful experience has had an unexpected side effect: Clarity of mind. Since two weeks ago, I know more clearly than ever where the priorities lie, or should be. A great thing when launching a startup. Today, I know our next goal and how to achieve it: Reaching €30k MRR by Q1 2025. Our first clients have validated that Smart Role is solving real pain points, particularly for BPOs and industries like Travel. We’ve seen how our platform adapts seamlessly to their needs, and now it’s time to scale. Here’s how we’re going to make it happen: 1. Targeted Growth in Key Industries → We’ll double down on BPOs and Travel, becoming the go-to tool for these industries. 2. Building Trust with Certifications → We started working with Bastion Technologies to achieve both SOC and ISO certifications. 3. Relentless Focus → Prioritizing the clients and industries where we can drive the most impact. Balancing fatherhood and entrepreneurship is no easy task, but it’s given me a renewed sense of purpose and a clear roadmap for the future. Today, I feel sharper than ever. 💪🏼 Can’t wait to document the next few months with you! What type of content would you like to see here? - Thibaut 🦊

Since 2 months, we’ve been working with a travel company. We increased the quality of their CS by 30%. Here’s the first case study I share on LinkedIn. Until 2 months ago, this company had a huge challenge: Maintaining high-quality customer service with 1000s of agents across different locations. They had a manual process for evaluating new agents’ training sessions. But while comprehensive, this approach was: - Time-consuming - Hard to scale - Subjective So they tried Smart Role. We implemented our solution with 3 specific steps: 1. Realistic simulations with custom personas and scenarios 2. Standardized evaluations through scorecard digitization 3. Data-driven insights through enhanced reporting And 2 months later, it’s a success with: ✅ 164+ users actively participating. ✅ 824+ training sessions conducted on the platform. ✅ And the average agent score improved from 6.06 to 9.07 out of 10! Smart Role streamlined their training while giving them a clear roadmap to continually improve agent performance. It’s a big win for this partnership! I can’t wait to share the next one with you 💪🏼 To know more about our services, click here: https://www.smartrole.ai/ Or send me a text on LinkedIn 📩 - Thibaut 🦊

We just released our new website! 🎉 After 100s of updates on our platform and 1000s of training sessions completed by our clients, the V2 was really needed haha! In this new version of smartrole.ai, you’ll be able to: ✅ Explore our new offers ✅ Learn about training and how to empower your team ✅ Discover the latest integrations available (Dixa, Zendesk, Slack, etc.) And most importantly: Try Smart Role for FREE! (No hidden costs, just pure & easy training.) Please tell us your thoughts in the comments! Website 👉 https://www.smartrole.ai/ - Thibaut 🦊 P.S: If you prefer to have some guidance, book a demo with me! 😉

Customers want the right to speak to a human. (In the meantime, here are 4 tricks to bypass an AI support.) With the new AI customer support tools, customers (me included) have had enough of being redirected from one bot to another, without getting any closer to a human. Last week, I discovered that many tired customers find ways to bypass the AI. Here are my favorites: → Scream at the robot → Call sales instead of support → Pretend you’re calling to cancel your service → Spam the zero button during the automated menu While it can seem funny, as a CS expert, I’m really concerned. Some companies are digging their own grave. When customers realize what they have to do to speak to a human, do you think they will continue to purchase with the same company? Of course, AI can be really helpful for the customer for small inquiries. But they should be able to easily talk to a human agent anytime! - Thibaut 🦊 CS reps, where do you think is the limit of AI efficiency?

We are launching the voice! 🎉 I couldn’t be prouder! The past 10 months have been surreal in every way possible. And today, I finally see in Smart Role the idea I envisioned! The best training platform made for customer support. With seamless training simulations for: → Chat → Email → And now voice Phone support is always complicated, due to the fact that you have to answer immediately. Almost no time to think. With this voice feature, agents will be able to train their phone skills in a safe environment with our AI providing personalized coaching. We have a little more work to complete before this feature goes live, but I couldn’t wait to share it with you! What do you guys think? - Thibaut 🦊 PS: I find it so cool, I spend way too much time testing it haha! (for Smart Role's sake of course…)

Your customer support agents are priceless! (and too many companies are forgetting about it) For the past 2 years, AI has been transforming the customer support landscape, And of course, the benefit is undeniable. But a new challenge has arisen recently: Customers are rejecting fully automated customer service! The cause: AI can’t replace human empathy. Customers want to feel understood and valued. And a chatbot can’t provide emotional connection... Which leads to a decrease in customer satisfaction and the loss of clients. For me, the solution resides in the hybrid method: → AI for automating repetitive tasks, → and human agents to handle complex conversations. Here’s how to build a balanced and effective system: 1️⃣ Audit your support process: → Look at your customer tickets and identify which types can be resolved by AI versus those that require human input. 2️⃣ Prioritize human connections: → Encourage your support agents to focus on building relationships with customers to increase loyalty. 3️⃣ Integrate scenario-based training: → Upskill your human agents with real-world scenarios that reflect the toughest customer interactions. (Hi Smart Role) 4️⃣ Measure the right metrics: → Focus on CSAT, NPS, etc., to see how your hybrid model is impacting the customer experience. Finding this balance can take some time, but it’s going to be your best competitive asset. As customers are becoming more and more demanding, we need to adapt quickly to keep them. What is the best customer support system currently available?? - Thibaut 🦊