Simply Contact Launches AI Call Simulation Program to Accelerate Contact Center Onboarding
Kyiv — Simply Contact has introduced a new AI-powered call simulation onboarding program, designed to prepare customer service agents for complex, real-world interactions before they handle live calls.
The multilingual training solution is now deployed across the company’s onboarding operations and aims to address a growing industry challenge: how to effectively train agents as AI reshapes the nature of customer service work.
Faster Onboarding, Improved Readiness
The program uses AI-driven simulations to replicate high-stakes customer scenarios across multiple languages, allowing agents to practice handling nuanced interactions in a controlled environment.
According to internal data, the initiative has delivered measurable improvements:
- 30% reduction in onboarding time
- 2x increase in first-contact resolution readiness
In addition to training, the system evaluates candidates on critical capabilities such as problem-solving, data literacy, and emotional adaptability—skills increasingly required as AI handles routine queries and escalates more complex cases to human agents.
Industry Shift: AI Augmentation, Not Replacement
The launch aligns with broader industry trends highlighted by Gartner. A 2026 forecast suggests that 50% of companies that reduced customer service staff due to AI will rehire by 2027, while earlier research shows most organizations are maintaining headcount and using automation to manage growing interaction volumes.
These findings point to a shift where AI augments human agents rather than replacing them—raising the importance of advanced training programs.
“The biggest risk is deploying AI with the wrong objective,” said Konstantin Ryzhov, Co-Founder and CEO of Simply Contact. “Agents trained on real complexity before their first live call are better equipped to handle the interactions that determine customer loyalty.”
Addressing Burnout and Attrition
The program also targets persistent workforce challenges in contact centers. Data from Servion indicates that 74% of agents are at risk of burnout, with annual attrition rates ranging from 30% to 45%.
Meanwhile, Frost & Sullivan estimates that replacing a single agent can cost between $30,000 and $40,000, creating significant financial pressure for large operations.
By shortening onboarding cycles and improving preparedness, Simply Contact aims to reduce the downstream costs associated with turnover and underperformance.
Redefining Training for AI-Enabled Customer Service
The company’s approach reflects a broader evolution in customer experience strategies, where human agents are increasingly positioned as specialists handling complex, high-value interactions.
“Agents using AI as a copilot consistently outperform fully automated systems in both resolution and satisfaction,” Ryzhov added.
Preparing for the Next Phase of CX
As enterprises continue to integrate AI into customer service workflows, the emphasis is shifting toward equipping human agents with the skills needed to complement automation.
Simply Contact’s AI simulation program highlights how training models are evolving to meet this demand—focusing not just on efficiency, but on delivering higher-quality, human-centered customer experiences in an AI-driven environment.
