Trainera is an AI-powered training platform designed for contact centres and any team that interacts with customers.
Employees interact with AI customers through realistic voice and chat simulations, handling the types of conversations they’ll encounter every day, from routine enquiries to challenging customer interactions.
Every conversation is assessed against your standards, providing actionable insights into readiness, capability and coaching needs.
Practise with AI. Perform with confidence.
How it works
From one sentence to a scored practice call
There are no blank forms to fill in and no scripts to write. Trainera drafts everything, and you check it before anyone sees it.
- Step 1
Tell Trainera about the call
Upload a policy, a training deck or a recording of a real call, or describe the situation in a sentence. Trainera writes the AI customer, their backstory, what they know and a scorecard to grade against.
Describe the callAn anxious policyholder whose house has flooded. She has two kids and a dog and needs somewhere to stay tonight.
Or uploadPDFPowerPointWordCall recording - Step 2
Your people practise
They talk to the AI customer out loud or by chat, as many times as they need. The customer reacts to what they hear. Good listening calms them down, rushing makes them angrier, and some details only come out if your person asks.
Rebecca TranAnxious AI customerVoice call, 3:12RebeccaDoes anywhere even take dogs? I can’t leave him behind.
Your agentYes. Let’s find you somewhere for tonight that takes dogs.
- Step 3
Everyone gets scored and coached
Minutes after the call ends, Trainera scores it out of 100 against your criteria. Each score comes with quotes from the call and one clear thing to try next time. Managers see the results for the whole team.
78/100PassedTry next time: confirm her policy number before you offer options.
- The AI customer
Sarah is frustrated. It’s the third time her order has gone missing.
- The conversation
She reacts to what your agent says, out loud or by chat.
- The score
82 out of 100 against your scorecard, with what to do better.
Practise Get scored Improve Repeat
Why Trainera
Most training stops right before the hard part
Customer service training is usually slides, a quiz and a few weeks of shadowing. Then new starters meet their first angry, confused or upset customer on a live call.
Trainers can’t act out every situation with every person. Feedback depends on who happened to hear which call, and most calls are never reviewed at all.
Trainera adds the missing step, which is practice.
People rehearse the conversations they find hard, as often as they need, and get scored the same way every time. Confidence gets built before the call that counts.
Built for teams in
The AI customers
Meet some of the customers your team will talk to
They aren’t real people, but they behave like them. Each AI customer has a backstory, a mood that changes with how they’re treated, and details they only share when someone asks the right question.
Sarah Mitchell
FrustratedVoiceHer grocery order has gone missing for the third time this month. She wants a refund today and she’s tired of apologies.
What it testsListening, ownership and clear next steps
Daniel Osei
WorriedVoiceHe hurt his back lifting at work. It’s his first claim and he doesn’t know how he’ll pay the mortgage while he’s off.
What it testsEmpathy, accurate information and setting expectations
Rebecca Tran
AnxiousVoiceFloodwater is through the house. She has two kids and a dog in the car and needs somewhere to stay tonight.
What it testsStaying calm, prioritising and finding options
Graham Walsh
ConfusedVoiceHis bill has doubled and he doesn’t use the app. He wants someone to explain it slowly, without jargon.
What it testsPatience, plain language and care for vulnerable customers
Priya Nair
Fed upChatShe was promised a call back twice and nobody rang. Now she wants to speak to a manager.
What it testsCalming things down, ownership and complaint handling
Omar Haddad
ScepticalVoiceA competitor quoted him $20 a month less. He’s calling to cancel unless someone gives him a reason to stay.
What it testsAsking questions, explaining value and retention
Scenarios can include
Build your own in minutes. Describe a customer in one sentence, or start from a document or a recorded call. You can make them calmer, angrier or harder to please whenever you like.
- The customer
Every candidate speaks to the same AI customer.
- The task
Clear objectives for the call, set by you.
- The result
A score out of 100, with strengths and gaps.
01Hire
Know they can do the job before you hire them
An interview tells you how someone talks about customer service. It doesn’t show you how they handle an upset customer.
Trainera shows you.
Candidates take a realistic customer call, the kind they would handle in their first week, from their own phone or laptop. They scan a code or open a link and start talking. Everyone gets the same customer, the same situation and the same scorecard, so you compare candidates fairly.
For every candidate, you see
- Communication
- Listening
- Empathy
- Problem solving
- Accuracy
- Staying calm under pressure
You shortlist on evidence instead of gut feel. Candidates also get a realistic preview of the job, so the people who accept know what the work involves.
Scan. Talk. Get scored.About 15 minutes, anywhere, any time.
- Missing order refundSarah, voice call84/100
- Flood claim, needs a place to stayRebecca, voice call78/100
- 3Missed callback complaintPriya, chatIn progress
- Cancellation saveOmar, voice call. Unlocks after step 3Locked
02Onboard
Get new starters confident before their first live call
Onboarding usually means weeks of classroom time, shadowing and supervised calls. Even then, new starters meet their hardest calls for the first time with a real customer on the line.
Trainera changes the order.
New starters practise the calls they will actually take, with AI customers who behave like real ones, as many times as they need. Their mistakes happen in practice, where they cost nothing.
Before going live, they can practise
- Your most common call types
- Difficult and emotional customers
- Complaints and objections
- Your products, processes and policies
- Compliance steps and disclosures
- Several chats and calls at once
Practise instead of shadowingShadowing shows people what good looks like. Practice lets them do it themselves and hear how they went.
The result is less time shadowing, calmer first weeks and a clear view of who is ready to go live.
Practise. Perform. Get scored. Improve.
- Lessons from your document
Your content, rewritten as short lessons.
- A narrated presentation
An AI trainer talks learners through each part.
- Ask the trainer
Learners ask questions out loud and get answers from your material.
03Train
Turn the training you already have into an AI training academy
Your best training material sits in slide decks, PDFs and your trainers’ heads. Turning it into online courses takes weeks, and it is often out of date by the time it’s finished.
Upload it once and Trainera does the heavy lifting.
One upload becomes
- Lessons in plain language
- Quizzes and knowledge checks
- A narrated presentation by an AI trainer
- Live Q&A with the trainer, out loud
- A practice call built from the same content
- Certificates with expiry dates and CPD hours
Your trainers review and publish instead of building from scratch.
Daily Boost keeps it freshAfter a course, learners answer three quick questions on a spaced schedule: the next day, then after three days, a week, two weeks and a month. What they learned in week one is still there months later.
- Team readiness
Who is ready and who needs help.
- Skills at a glance
Average scores for each skill on your scorecard.
- What to do next
Results to review and people to follow up.
04Coach and improve
The same standard for every person, on every shift
Feedback today depends on who listened to which call. Two supervisors can score the same call differently, and most calls are never reviewed at all.
Trainera applies your standard to every conversation.
Practice calls and recorded real calls are scored against the same scorecard. Every score comes with quotes from the call that show why. Managers see strengths and gaps across the whole team, and who needs support first.
Trainera picks up
- Communication
- Tone and empathy
- Compliance and disclosures
- Accuracy of information
- Asking the right questions
- Following process
- Problem solving
- Missed critical steps
Supervisors spend their time coaching instead of searching for what to coach.
- 1. Upload a recordingBilling dispute, 12 September
A real call handled by one of your top agents (6:42)
- 2. Transcribed and scored91/100 on your scorecardEmpathy 94Resolution 90Verification 88
- 3. Turned into practiceNew practice call: billing dispute, calm resolution
Draft built from this call, graded with the same scorecard. Review it, then assign it.
05Learn from real calls
Turn your best real calls into everyone’s training
Upload recordings of real customer calls. Trainera transcribes them and scores them against your scorecard, so real performance is measured the same way as practice.
Then your best calls become practice scenarios.
Pick the calls that show how it should be done and Trainera builds a practice call from them. New starters learn from how your top people actually handle customers, instead of a generic script.
Upload. Score. Practise.Your people, your standards.
Why teams choose Trainera
Practice that feels like the real job
Conditions that feel real
Natural voices with a range of accents. Customers interrupt, hesitate and change their minds, just like on the phones.
Any call, any time
Nobody waits for a trainer or a colleague to play the customer. People can practise at 7 am or 11 pm.
Your standards
Your scorecards, products, processes and wording. Trainera grades against what good looks like in your business.
Quick to set up
Start from a document, a recorded call or one sentence. Trainera drafts the scenario and you approve it.
Fair and consistent
Everyone is scored on the same criteria, with evidence from their own words.
You choose who sees what
Managers only, the score only, or full feedback. You decide for each training plan.
Trainera doesn’t replace your trainers. It gives them their time back.
Your trainers shouldn’t have to play the same customer for the hundredth time, build every scenario from scratch or mark assessments by hand. Trainera takes on the repetitive work so they can focus on the parts only people can do.
Questions
What people ask us
If your question isn’t here, book a demo and ask us directly. We’ll show you Trainera working on a situation from your own team.
What exactly is Trainera?
Trainera is an AI training platform for teams that talk to customers. It gives your people realistic practice conversations with AI customers, scores every conversation against your standards, turns your training documents into courses, and shows managers who is ready and who needs help.
Does it replace our trainers?
No. It takes the repetitive work off them, like playing the same customer again and again, building scenarios from scratch and marking assessments. Your trainers keep the coaching, the judgement calls and the people side of the job.
How realistic are the AI customers?
They speak naturally by voice or chat, with a range of accents including Australian. Each one has a backstory and a mood that changes with how they’re treated. A customer who feels listened to calms down. One who is rushed gets more frustrated.
Can we use our own content and processes?
Yes. Start from your policies, training decks, product information or recordings of real calls. The AI customers, lessons and scorecards are built from your material, and you can edit any of it.
How long does it take to set up?
A first practice call takes minutes. Describe the call or upload a document, check what Trainera drafts, and publish it to your team.
Can candidates use it before they work for us?
Yes. Candidates join an assessment with a code or a link, complete a realistic call on their own phone or laptop, and you see their scored result.
Can we score our real calls too?
Yes. Upload recordings and Trainera transcribes them and scores them with the same scorecard you use for practice. Practice and real performance are measured the same way.
Who sees the scores?
You decide for each training plan: managers only, the score only, or full feedback for the learner.
Where is our data kept?
Your Trainera database and uploaded files are stored in Australia, in Sydney. To run practice calls and score them, conversations are processed by our AI and voice providers. Each organisation’s data is kept separate from every other organisation’s.
See Trainera with one of your own calls
Book a demo and bring a situation your team finds hard. We’ll turn it into a practice call so you can hear how it works.