Client Success -

Insurance

Strengthening Insurance Certification and Role-Play at Scale with Learning-as-a-Service (LaaS) and AI Simulation

34%

AHT

30%

reduction in CAR

week launch

Overview

When a leading insurance company launched a new captive contact center, they needed a way to ensure their agents were fully prepared before handling live customer interactions. Their certification program relied on role-play exercises to simulate real-world calls, but they required agile and reliable support to execute these exercises effectively. In addition to wanting to scale realistic, repeatable practice without adding burden to internal teams, the client needed a certification experience that would help future customer-facing teams to reflect the client’s brand voice and service standards from the very start.

Liveops stepped in to deliver Learning as a service (LaaS) by providing a certified pool of agents within our network to facilitate role-play calls and reinforce a high-quality learning and developmentexperience. In parallel, Liveops incorporated AI simulation through an AI simulator to expand guided practice and feedback across the certification journey. By combining structured practice with human-led facilitation, Liveops helped create an environment where learners could build confidence while developing the communication style, tone, and behaviors expected oftrue brand ambassadors. The result was a flexible, responsive partnership that improved certification quality, agent readiness, and overall service performance.

Key challenges

The client faced several key challenges in their learning and development program. They needed scalable staffing to accommodate certification groups that varied widely in size, ranging from 15 to over 300 agents. Speed to proficiency was critical, requiring role-play facilitators to be rapidly certified and ready to support learning sessions so certification schedules stayed on track.

Maintaining quality standards was another priority, ensuring role-play scenarios were realistic and aligned to performance benchmarks for Average Handle Time (AHT) and abandoned calls. These scenarios also needed to reinforce brand alignment, helping learners understand not only what to say, but how to say it in a way that reflected the client’s brand voice. Additionally, retention was essential to sustain a consistent the agents who could deliver a wide variety of scenarios with consistency over time.

The client also needed a safe, controlled environment for repeated practice of challenging or emotional situations before live calls. AI simulations had to support scalable repetition, learner engagement, and immediate feedback, while maintaining guardrails for accuracy, compliance, and process adherence.

This meant creating practice experiences that balanced operational precision with the softer communication skills required to represent the brand effectively in real customer conversations.

The liveops solution

Liveops served as a LaaS partner by providing experienced role-play support from our network to support the client’s certification sessions and reinforce a high-quality learning and development experience.

Liveops also incorporated AI simulation through an AI simulator to create structured, guided practice aligned to the client’s existing certification content. Together, the AI simulator plus live role-play support delivered a comprehensive practice environment that combined virtual learning and development with human-led facilitation.

This blended approach helped strengthen brand alignment by giving learners repeated exposure to the language, service style, and interaction patterns associated with the client’s brand voice.

Agents within our network acted as role-play guides during certification sessions, simulating over 170 different scenarios with multiple characters per scenario. This agile approach ensured new agents experienced realistic interactions that mirrored real claims conversations, strengthening readiness before live customer calls.

In congruence with this, the AI simulator enabled real-time conversation plus click-by-click screen simulation, allowing learners to practice workflows in a safe, goal-oriented environment. The AI simulation adapted to learner responses, creating dynamic paths based on decisions, language, and approach. Learners received immediate feedback and redirection, including feedback on tone, patterns, and overall interaction trends. Guardrails supported accuracy, compliance, and process adherence while enabling repeated practice at scale.

Liveops’ agent sourcing and scheduling approach accommodated fluctuations in certification demand, supporting groups of varying sizes without compromising the learning experience. Within two weeks, the agents were ready to facilitate role-play exercises, helping the client keep certification programs on schedule and maintain consistent delivery across cohorts.

Agents within our network adapted quickly and transitioned smoothly between scenarios, delivering high-quality interactions that strengthened the certification program.

This LaaS approach delivered measurable performance improvements, with Average Handle Time 34% shorter than the target and abandoned calls 30% fewer than anticipated.

"LiveOps has remained flexible to meet our needs, whether supporting a group of 15 trainees or over 300. They have proven to be a responsive, flexible, and quality business partner"

Manager of Claims Learning Delivery - Insurance client

The end result

Liveops’ LaaS enabled the insurance client to strengthen certification outcomes through reliable, scalable role-play support embedded directly into the client’s learning and development process. New agents completed certifications with confidence and were better prepared to handle live customer calls effectively.

The partnership maintained 100% staffing levels throughout the first year, providing consistent role-play coverage regardless of group size. Realistic, well-executed scenarios improved the quality of certification, supported faster proficiency, and helped reduce handle times.

The client praised Liveops for flexibility, responsiveness, and a commitment to delivering high quality service that reinforced their onboarding and certification program.This program did more than prepare learners operationally. It helped establish a more brand-aligned foundation for future customer interactions.

The combination of AI simulation and human-led role-play increased learner engagement and enabled safe practice before live interactions. AI simulations scaled easily for large rosters and supported repetition, while human facilitation reinforced realism, coaching consistency, and quality standards across cohorts.

By orchestrating AI simulator practice, virtual learning and development support, and role-play facilitation from a fully distributed, 100% gig-based network of agents, Liveops delivered a differentiated LaaS approach that balanced scale, consistency, and quality.

Why choose Liveops for insurance?

300%

flexibility to expected or unexpected events

Routing attributes API & automated license management

ensured compliance, optimized agent availability, and reduced license costs by 30%

years of deep insurance industry experience

Key takeaways

Explore our insurance service offerings

Take your customer experience to the next level with a global-ready contact center solution that scales with your business.

Get in touch today to learn more about Liveops’ Insurance industry contact center solutions!