How does AI roleplay work?

Agents practice a scenario with an AI caller, such as a billing dispute or a cancellation, and get a scored review of each attempt against your criteria.

Can we build scenarios around our own policies?

Yes. Build scenarios around your own policies and call types, so agents practice the conversations they'll actually have.

Can we use this for new hires?

Yes. Assign programs of lessons, call reviews, and quizzes to new hires, let them practice with an AI caller before their first real call, and track who has finished.

How do we know if training worked?

Improvement plans set a target for any rubric metric or the overall score, with a monitoring period you choose, and show each agent's progress every day. You can also see who finished their programs and how each roleplay attempt scored.

Can agents see their own scores and coaching?

Yes. Agents can access their own scored interactions, coaching, training, and improvement progress. Their access is limited to their own data.

Can supervisors keep track of coaching?

Yes. Supervisors can record what was coached and when, and keep that history next to the calls that prompted it.

Is our call data secure?

EmberQA is HIPAA compliant, and SOC 2 Type 1 and Type 2 audits are in progress. Our Trust Center at trust.emberqa.com covers our policies, security controls, and subprocessors, and a security questionnaire is available.

For training & enablement

Train agents on what they actually miss.

EmberQA finds the gaps in every agent's real calls, turns them into coaching and training, and lets agents practice with an AI caller before it counts.

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Most training is built on a guess.

You hear about a problem from a supervisor or a few reviewed calls, build a session, and hope it sticks. Then nobody can say whether agents are doing it differently on real calls.

The proof is in the calls you aren't hearing.

From the gap to the habit.

Find what agents keep missing, teach it, and follow whether it changes their calls.

Find the gap

See what each agent keeps missing.

Every call is scored, so recurring misses show up for each agent, with their own calls as proof and a top performer's words as the example.

Explore Coaching & Training

Hannah VossCustomer support

Last 30 days

Confirmed the next step

01234567 of 20 calls missed

Hannah's calls · 04:21

“Okay, that should do it.”

Recommended coachingConfirm the next step before you hang up

Recap what happens next, and ask if they have questions.

Top performer · Ben Ortiz

“You'll get an email today, and your new card arrives by Friday.”

Next stepPractice it in AI roleplay

Rehearse it with an AI caller.

Teach it

Build training from your real calls.

Put together lessons, call reviews, and quizzes, assign them to the agents who need them, and see who has finished.

Explore Coaching & Training

Training programNew hire: Billing callsStep 3 of 3

Lesson

Handling a disputed charge

1
Verify the account holderConfirm who you're speaking with before you open the bill.
2
Find the charge togetherRead back the date and amount so you're both on the same charge.
3
Say when the refund will postGive a specific timeframe, never just “soon.”

Continue

Call review

Find where the agent skipped a step.

Caller

I was charged twice for my October bill.

Agent

Thanks for verifying. I see the duplicate on October 3, and I’ve refunded it.

Caller

Great. When will I see the money back?

Agent

It should be there soon.

Right. They never said when the refund would post.

Quiz

The caller asks when they’ll see their refund. What do you say?

It should be there soon.

It will post in 3 to 5 business days.

You’d need to ask your bank about that.

Correct. Always give a specific timeframe.

Completion

4 of 4 complete

ARAlex RiveraCompleted

JLJordan LeeCompleted

NBNina BrooksCompleted

SPSam PatelStep 3 of 3Completed

Prove it worked

See whether the coaching is working.

Set a target for any metric and a time to hit it, then follow each agent's progress every day.

Explore Coaching & Training

Keep it going

Let agents see it for themselves.

Agents get one place for their own scores, coaching, and training, with the call behind each piece of feedback, so they know what to work on before the next one-on-one.

Explore Coaching & Training

Maya ChenCustomer support

Only your data

Your week

Your scoreLast week: 83+4 this week

84M

86T

85W

88T

90F

Your coaching

Set a clear follow-up timeCompleted last week

NewReviewedRead the phone number back.From your call today at 10:42 AMView call

Up next

You’re all caught upNo training assigned

Confirming contact details5-min lesson from this coachingStart

Your week

Your call at 10:42 AM

Caller

My new number is 555-0142, if you need to call me back.

You

Got it, thanks. Anything else I can help with?

Caller

No, that’s everything. Thanks.

You

Thanks for calling, and take care.

What you missedConfirm the callback number

You didn’t repeat it, so a wrong digit would go unnoticed.

What to say instead

“Let me read that back: 555-0142. Is that right?”

Your rubric, your rules

Practice against the standard they'll be scored on.

Review AI roleplay attempts against your own criteria. Here's what a practice scenario could look like.

An example only. Your criteria, weights, and wording are yours to set.

Billing dispute practice100 points

Acknowledged the problem
Apologized and showed they understood before solving it.
15
Verified the account
Confirmed who they're speaking with before sharing details.
20
Checked before promising
Looked up the charge and the policy before offering a refund.
25
Explained the outcome
Said clearly what they found and what happens next.
20
Set a timeline
Said when the refund will post.
10
Stayed calm
Kept a steady, helpful tone, even when pushed.
10

Customer story

“EmberQA changed how we approach call quality. Instead of reviewing less than 1% of calls manually, we can now evaluate every call, score agents more objectively, and give each person more targeted feedback.”

Danielle TantonExecutive Director at ECARead ECA’s story

100%
Calls reviewed: 60 → 4 hrs
Weekly QA review time

“Before EmberQA, reviewing calls across multiple dental offices with different QA requirements was a time-consuming operation. Now we can automatically evaluate 100% of calls, account for each office's unique process, and verify CRM data alongside the call itself.”

Mukul Aggarwal, CEO / Founder

Read the story

Easy to adopt. Easy to approve.

Keep the systems you run today, and give your security team what it needs to sign off.

Works with what you already use.

Agent Assist works with any phone system. QA takes calls from supported recording sources, uploads, or the API, and sends results wherever your team works.

See integrations

Ready for your security review.

Your calls hold information that matters. Our Trust Center gives procurement and security teams the documentation they need in one place.

HIPAACompliant
SOC 2 Type 1Audit in progress
SOC 2 Type 2Audit in progress

Visit the Trust Center

Frequently asked questions

Still have questions? Our team can help you connect your channels, map your scorecards, and see how EmberQA fits your workflow.

Talk to our team

See what your agents actually miss.

Book a demo and we'll walk you through coaching, training, and AI roleplay on calls like yours.

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