Client Success -
Insurance, Learning as a Service
Reimagining Agent Certification with AI Simulation for Faster Readiness and Higher Quality
Higher sales conversions
Higher interaction volume handled
Improvement in reliability metrics
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Overview
A leading insurance provider partnered with Liveops to strengthen readiness across a high-volume inbound support program. The client needed a more consistent way to help agents within the Liveops network build confidence, demonstrate proficiency, and prepare for live customer interactions before production.
Liveops embedded AI simulation into the certification experience as part of its Learning-as-a-Service (LaaS) model, using Zenarate’s AI-powered simulation technology to create realistic customer scenarios aligned to the client’s program standards. Early results showed stronger readiness, higher early interaction volume, and improved reliability during the first 30 and 60 days.
Key challenges
In insurance customer support, early readiness matters. Agents need to understand program workflows, communicate clearly, follow approved processes, and deliver consistent experiences from the start.
The client needed a solution that could:
- Support faster speed to proficiency
- Reduce variability in certification quality
- Create more consistent practice across a distributed agent model
- Improve early productivity after agents entered production
- Reduce risk before agents supported real customers
Traditional role-play and practice methods can be difficult to scale consistently, especially across distributed customer service programs. The client needed a more structured, measurable way to validate readiness before production.
The Liveops solution
A Learning as a Service model built for agent readiness
Liveops supported the client through an LaaS model designed to connect certification, practice, readiness validation, and operational performance.
Rather than treating certification as a completion milestone, Liveops helped create a more performance-based approach. Agents within the Liveops network practiced realistic customer scenarios through AI simulation before moving into live interactions.
This helped the client validate whether agents were prepared to apply the right skills, follow approved workflows, and deliver consistent customer support in a live environment.
AI simulation for certification, powered by Zenarate
Liveops used Zenarate’s AI-powered simulation technology to embed realistic practice into the client’s certification experience, giving agents a structured way to work through natural customer conversations, voice and chat scenarios, and skill-based feedback before supporting live customers.
For this program, Liveops aligned the simulation experience to the client’s certification standards, quality expectations, and approved customer scenarios. Agents practiced decision-making, communication, workflow navigation, and issue resolution in a controlled environment.
Instead of simply completing content, agents were able to demonstrate applied skills before entering production.
Practice before real customer risk
AI simulation created a safer path to readiness by allowing agents to practice realistic conversations without live customer data, production system access, or exposure to real customer interactions.
This was not production automation. It was AI-enabled practice built into certification, giving the client a lower-risk way to introduce AI while improving readiness, confidence, and consistency before agents went live.
The end result
Liveops helped the client use AI simulation as part of an LaaS model to improve readiness before agents entered production.
The results showed measurable improvements in early productivity, interaction volume, and reliability.
Better Sales Conversions Driven by More Prepared Agents
57% higher 30-day sales conversion
Agents who completed AI simulation-based certification achieved 22% sales conversion at 30 days compared to 14% in the comparison group, representing a 57% improvement.
33% higher 60-day sales conversion
At 60 days, agents who completed AI simulation-based certification achieved 24% sales conversion compared to 18% in the comparison group, representing a 33% improvement.
AI Simulation Accelerates Speed to Productivity
165% increase in 30-day interaction volume
Agents who completed AI simulation handled 98 interactions at 30 days compared to 37 in the comparison group, representing a 165% increase in early volume handled per agent.
139% increase in 60-day interaction volume
At 60 days, agents who completed AI simulation handled 134 interactions compared to 56 in the comparison group, representing a 139% increase.
AI Simulation Improves Early Schedule Adherence
66% improvement in 30-day honored commits
Agents who completed AI simulation achieved 83 honored commits at 30 days compared to 50 in the comparison group, showing stronger early reliability.
97% improvement in 60-day honored commits
At 60 days, honored commits increased to 124 compared to 63 in the comparison group, representing a 97% improvement.
Together, these results show how AI simulation can help organizations move from certification completion to true performance readiness.
By embedding simulation into the certification experience, Liveops helped the client prepare agents more effectively, reduce early performance variability, and create a stronger bridge between learning and live customer support.
Why choose Liveops for Learning as a Service?
Performance-based certification
Helps validate readiness before customer interactions begin
AI-powered simulation environments
Provides realistic practice in a controlled, low-risk setting
Enterprise-ready governance
Uses client-approved scenarios with no live customer data exposure
Connected learning and operations support
Aligns certification, quality expectations, and operational outcomes
Built for modern customer service delivery
Supports remote, BYOD, outsourced, and multi-location environments
Practical AI adoption for CX teams
Introduces AI within learning workflows before live deployment
Key takeaways
Stronger readiness before production
Liveops helped the client move beyond completion-based certification by embedding AI simulation into a broader LaaS model focused on readiness, practice, and performance outcomes.
Realistic practice in a controlled environment
Liveops used Zenarate’s AI-powered simulation technology to give agents a structured way to practice realistic customer scenarios before production, helping turn certification into a stronger readiness checkpoint.
Faster early performance
Agents who completed simulation-based certification achieved 57% higher APC performance at 30 days and 33% higher APC performance at 60 days.
Higher interaction volume
Agents who completed AI simulation handled 165% more interactions at 30 days and 139% more interactions at 60 days compared to the comparison group.
Stronger reliability during ramp
Honored commits improved by 66% at 30 days and 97% at 60 days, showing stronger consistency and follow-through.
Lower-risk AI adoption
The solution used AI in the certification environment, not in live customer interactions. No live customer data was used, and simulations were aligned to client-approved scenarios.