See How Alaska Communications Cut Training Analysis Time by 80% with AI Role-Play

How do you teach someone to handle an escalated customer before that customer is on the line?

That was the question Aimee L., Contact Center Operations Manager at Alaska Communications, was handed. The message was simple: what we have right now is not working.

Her team answered it with AI-powered role-play. Here's what changed.

The results

• About 80% less time on training analysis. A week of testing, report review, and planning now takes about a day.
• 128 practice sessions of realistic escalation conversations, each scored with feedback.
• A 94% pass rate and an 84% median score, visible to leadership in a single report.
• A clear coaching target. Skill-level reporting flagged Product Knowledge at 56%, so supervisors knew exactly where to focus.

Practice instead of presentation

The team replaced one-on-one trainer sessions with AI role-play. Reps practice, get scored, and get specific feedback. They can fail as many times as they need to. That's the point.

New hires took to it immediately. In Aimee's words, "They thrive."

"It takes a week down to maybe a day. So it is a huge change in our ability to be more efficient with proactive efforts and training."

Faster insight changes the job. Instead of reacting after the fact, Aimee and her leads spot gaps early and fix them while they're small.

Aimee also credits much of the program's progress to her Implementation Manager at RemoteBridge, who worked with the team from the first meeting and adjusted every time the plan needed to change.

Download the full case study to see the real (redacted) reports and how the program is expanding across Alaska Communications.