Role play training

To use this feature, would I upload a knowledge base of content that I wanted the avatar to refer to?

We provide 1:1 assistance to parents who have a child or young adult with a disability. Parents call us with questions about special education services, insurance for children with disabilities, as well as work and post-secondary education options for their young adults. Our new parent advocates need to be trained on this content and able to answer a wide variety of parent questions about issues above, Minnesota and federal laws that govern special education, topics relating to school interactions, IEPS, insurance and more. We have a huge existing knowledge base on all this information.

So can role play for our use case?

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Hi Kathie Brinkman! Your knowledge base can absolutely inform the roleplays. In this case, you could start the creation process off using Assistant, and upload your existing materials (or provide URLs if they’re publicly available) so the AI personas, their questions, and the objections they raise are grounded in your real content (Minnesota and federal special education laws, insurance nuances, IEP processes, etc.). Basically, you could have a few scenes doing the training section, then switch to the roleplay to see if they can apply their training (maybe they roleplay speaking with a parent), and then they’d get coaching and can try again.

There is one important thing to flag though in case you’d be using URLs for the source material: once a roleplay is built, it doesn't stay live-connected to your knowledge base. If a law or policy updates, someone on your team will need to go back and update the relevant roleplay's content.

And not to get ahead of myself too much 😅 but given the range of topics you mentioned, we'd also recommend splitting this into a few focused roleplays rather than one broad one (e.g., an insurance questions roleplay, an IEP conversations roleplay, a post-secondary/work options roleplay) so new advocates build confidence topic by topic, and you can score the specific skills that matter for each (like staying calm under pressure vs. correctly citing the right regulation).

To me, it makes total sense—but I definitely recommend reaching out to sales so they can get into the specifics with you. They’ll get back to you ASAP, but you’re welcome to check out our documentation and knowledge base articles on Roleplay Sessions in the meantime.