Traditional insurance agent training methods are tedious and time-consuming. There is a need for a flexible, self-paced tool that feels human — even when practicing solo. Enter our AI agent: a conversational bot to help agents sharpen their sales skills on-the-go.
My role:
I was co-lead in building the AI agent's personality. My work involved prompt engineering, testing, and learning to balance realism with functionality. I worked closely with 2 other designers and the SWE team. This was a POC involving rapid prototyping and 100+ iterations over 6 weeks before being the client signed off and released it to their agents.
Key features:
1. Happy flow
2. Guardrail flow to combat unprofessional behavior
3. Human-like feel (by prompting the agent to behave like Keanu Reeves)
4. Quantitative feedback report to provide standardised feedback. Sample report:
Sample conversation recording: