Onboarding new support agents is one of the most critical yet time-intensive hurdles for support leaders. Traditional role-play sessions are often one-off, hard to scale, and dependent on manager availability. That’s where AI-powered role-play tools shine—they simulate real scenarios, provide immediate feedback, and help reps build confidence before interacting with real customers.
We’ve reviewed three standout platforms—Solidroad, Second Nature AI, and Yoodli—and ranked them based on their suitability for support teams. Let’s dive in.
1. Solidroad – Best for Support-Focused QA and Live Training
Overview
Solidroad specializes in training and automated quality assurance for support and sales teams. It simulates realistic customer interactions, automates QA, and integrates seamlessly with support tools.
Pros:
- Uses AI to simulate diverse and realistic customer conversations tailored to your support scenarios.
- Automates QA across both simulated and recorded interactions, saving managers hours of manual review.
- Deep integrations with tools like Zendesk, Intercom, Gong, Salesforce, Zoho, streamlining workflows.
- Enterprise-grade compliance with SOC 2, ISO 27001, and GDPR to ensure data security.
- Reported outcomes include up to an 18% reduction in handling time and a 3% boost in CSAT.
Cons:
- Focused specifically on voice role-play and QA—less versatile for training beyond call-based scenarios.
- Enterprise-level capabilities may make it less accessible for very small teams.
Best for:
Support teams aiming to standardize quality, speed up ramp time, and reduce manual QA while maintaining industry-level compliance.
2. Second Nature AI – Best for Scalable, Multi-Format Training
Overview
Second Nature AI excels at delivering training across multiple formats—beyond voice role-play to include video, presentations, and screen sharing—ideal for comprehensive onboarding.
Pros:
- Supports voice simulations, webcam practice, slide-based presentations, and screen-share walkthroughs.
- Easily build training from PDFs, decks, recordings, or frameworks like SPIN, BANT, and MEDDPICC.
- Proven to ramp agents 30% faster and drive a 20% improvement in performance for struggling reps.
- Manager dashboards enable certification tracking, performance monitoring, and identifying skill gaps.
Cons:
- Lacks the robust QA automation that Solidroad offers.
- Integrations with ticketing systems are more limited, which may require more manual effort to sync training with live workflows.
Best for:
Organizations seeking a highly customizable and immersive onboarding experience for support reps—especially those needing to train across multiple communication channels.
3. Yoodli – Best for Quick Setup and Multi-Persona Simulations
Overview
Yoodli is all about simplicity and speed—ideal for quickly spinning up role-play scenarios with minimal setup. It supports multi-persona interactions and multilingual scenarios.
Pros:
- Roleplay Builder lets you generate scenarios instantly from descriptive text, links, or files.
- Supports multi-persona simulations, perfect for practicing escalations or complex conversations.
- Multilingual support (e.g., Korean, Japanese, Thai) aids training for global teams.
- Lightweight team dashboards track usage and progress without heavy admin overhead.
Cons:
- No built-in QA analytics or compliance features for regulated environments.
- Less suited to enterprises that require deep integrations or oversight.
Best for:
Small to mid-sized support teams that want fast, flexible, and creative training—especially for multilingual or escalation-heavy scenarios.
Final Thoughts
AI-powered role-play is a game-changer for support training—providing scalable, consistent, and effective onboarding. Here’s how to choose:
- Solidroad offers the strongest QA automation, compliance, and integration—ideal for enterprise support teams.
- Second Nature AI offers training versatility and deep performance insights—great for teams seeking multi-channel skill development.
- Yoodli excels in quick scenario generation and is perfect for teams that need flexible, multilingual coaching with minimal overhead.
Each platform brings a unique strength—your choice should align with your team’s scale, training goals, and technical needs.