Centrical, the Performance Intelligence Platform for frontline teams, introduced its AI Role-Play simulations and coaching: a game-changing solution to help close the chronic gap between training completion and on-the-job readiness. This early access feature combines realistic practice scenarios with Centrical’s performance ecosystem to build, refine, and sustain critical employee skills.
Frontline employees are confronted with growing complexity in jobs being reshaped by AI in customer interactions and operation roles. According to research, 60% of new hires quit before achieving full productivity, and managers spend only 8-12% of their time coaching. Traditional approaches to training are oftentimes one-off and static, failing to properly equip employees for dynamic real-world requirements. Centrical AI Role-Play responds to this challenge by offering unlimited, risk-free simulations on-demand, developing employees’ confidence and competence well before they interact with live customers.
“At Centrical, we believe sustainable performance improvement requires continuous, personalized development embedded in the flow of work,” said Gal Rimon, CEO and Founder of Centrical. “AI Role-Play represents a major step forward in how organizations prepare and develop frontline teams. Employees gain confidence through realistic practice, managers receive consistent behavioral insights to guide their coaching, and leaders see measurable improvements in the outcomes that matter most, from efficiency to customer satisfaction.”
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The system puts employees in realistic conversational scenarios with the AI-simulated roles of customers, coaches, and testers. They receive immediate and customized feedback based on organizational standards and metrics, while managers can also simulate conversation for improved performance coaching quality. Integrated into Centrical’s Performance Intelligence Platform, AI Role-Play links simulations to coaching workflows, competency frameworks, and gamified reinforcement, creating a fully orchestrated development loop.
According to industry analysts, the strength of the solution is its benefit across the entire employee life cycle, from hiring through training, certification, and updates. Research indicates the use of AI Role-Play can speed time to proficiency by 20-40% over traditional methods, decrease redundant training by 30-50%, or increase key performance by 5-15%.
“By creating realistic, applied practice in the flow of work, Centrical’s AI Role-Play equips employees to deliver confident, human-centered interactions,” said Jim Davies, Analyst and Executive Partner at Actionary. “The result is a workforce that communicates clearly, solves problems effectively, and consistently drives business outcomes.”
Centrical AI Role-Play is available globally and customizable for sales, customer service, and leadership roles, providing scalable, measurable impact across organizations.
