Coaching with AI role-play for Zoom Revenue Accelerator

Zoom Revenue Accelerator (ZRA) admins, managers, and coaches can manage the AI role-play feature settings for their account. Revenue Accelerator uses AI to create and manage role-play scenarios that support sales coaching programs. Users that have been assigned training scenarios can train on sales conversations such as objection handling, discovery questions, and pitch delivery, which uses Zoom AI credits.

Requirements for coaching with ZRA AI role-play

• Pro, Business, or Enterprise account
• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan
• Licensed user with Zoom Revenue Accelerator Essentials or Zoom Revenue Accelerator Premium license
• Account owner, admin privileges, or user with role management permissions to edit AI role-play training scenarios
• AI role-play must be enabled

How to access ZRA AI role-play scenarios

Access ZRA AI role-play scenarios

View ZRA AI role-play scenarios

How to create a ZRA AI role-play scenario

Create a blank ZRA AI-roleplay scenario

1. Access AI role-play scenarios in the web portal or the desktop app.
2. In the top-right corner, click New scenario.
   The scenario generation window will display and let you input its initial training setup:
3. Complete the initial AI-generated training setup:
   • Under Scenario name, input the training scenario's name.
   • Under Description, input the skills or scenario details that you want the user to practice in the training.
   • (Optional) Under Conversation URL, input a link to the Revenue Accelerator conversation to be used as reference
   • Click Generate with AI.
     The scenario details page will display the following:
     • AI generated training setup on the left: Displays all the scenario details that can be configured
     • What your trainee will see on the right: Displays the training scenario, the skills that the assigned users need to focus on, and the option to test the training scenario.
4. Edit the scenario's details.

How to manage a ZRA AI role-play scenario

Edit a ZRA AI-roleplay scenario

1. Access AI role-play scenario details page from one of the following entry points:
   • Access AI role-play scenarios, then to the right of an existing draft scenario, click the more icon and then Edit.
   • Access AI role-play scenarios, then click the name of an existing draft scenario.
   • Create a blank scenario.
   • Duplicate a scenario.
2. (Optional) To redo the AI-generated training setup, in the top-left corner, click the edit icon .
   The scenario generation window will display and let you modify its initial training setup:
   • Under Scenario name, input the training scenario's name.
   • Under Description, input the skills or scenario details that you want the user to practice in the training.
   • (Optional) Under Conversation URL, input a link to the Revenue Accelerator conversation to be used as reference.
   • Click Re-generate.
3. Under AI generated training setup, review and update the AI-generated details of each section as needed.
   • Customer context
     • Persona: Input the role-play contact's character and background.
     • Company background: Input the role-play contact's company background.
   • Training setup
     • (Optional) Product: Input the product that the trainee is representing.
     • Scenario: Input situations and/or events that are relevant to the training context.
     • What the Trainee Should Focus On: Input talking point objectives that the trainee should complete in the training.
   • Scoring settings
     • (Optional) Auto scorecard: Select from the dropdown a scorecard to be used as reference and to evaluate the trainee's performance.
4. To edit the contact information, follow these steps:
   • Next to the AI-roleplay avatar name, click the edit icon .
   • Update any of the following details:
     • Contact image: Select which image is used for the AI role-play contact.
     • Contact name: Input the name of the contact for this scenario.
     • Title: Input the contact's job title or position for this scenario.
     • Language: Select from the dropdown the preferred language for this scenario. Learn more about languages supported by AI role-play.
     • Voice: Select from the dropdown the preferred contact voice for this scenario.
   • Click Save.
5. To test the training scenario, follow these steps:
   • Click Test training scenario.
     The AI role-play scenario will play out with you as the sales agent.
   • Complete the AI role-play scenario, then click End Call.
     AI role-play will analyze how you handled the scenario.
   • (Optional) To repeat the test, click Try again.
   • To go back to editing, click Edit setup.
6. In the top-right corner, click Save as Draft.
7. (Optional) To assign users to the scenario and activate it, in the top-right corner, click Assign and activate, then edit user assignments.

Assign trainee to ZRA AI role-play scenario

1. Access AI role-play scenarios, then to the right of an existing activated scenario, click the more icon and then Edit assignment.
2. Under Due date, select from the calendar the date when the scenario is due.
3. Select one or more users from the list to assign the scenario to. To find a specific user, input the user or team name in the search field.
   The Selected list to the right will show all users that have been assigned to the scenario.
4. Click Confirm or Assign.
   If done as part of editing a draft scenario, the scenario will become Activated.

Duplicate a ZRA AI role-play scenario

1. Access AI role-play scenarios in the web portal or the desktop app.
2. To the right of the existing scenario's name, click the more icon .
3. Click Duplicate.
4. Edit the scenario's details.

Delete a ZRA AI role-play scenario

1. Access AI role-play scenarios in the web portal or the desktop app.
2. To the right of the existing scenario's name, click the more icon .
3. Click Delete.
   A verification dialog will display a reminder that deletion is permanent and will ask for confirmation.
4. Click Delete.