AI practice sessions
An AI practice session is a voice conversation with an AI. Use it to practice a conversation before you have it with a real customer. After the session, Arcade assesses what you said and gives you feedback.
- AI Training: an AI coach teaches you one idea at a time.
- AI Roleplay: the AI plays a customer. At the end, it stops the scene, gives you feedback, and lets you try the most difficult moment again.
- Quick Play: a 3-minute drill on one skill.
To learn more, refer to How AI roleplays work.
Start a session
Section titled “Start a session”In your pathway, select the AI Training or AI Roleplay step. Then select Start AI Training or Start AI Roleplay. When your device asks for the microphone, allow it.
When an AI Training step has materials, for example slides, the session opens on them. The conversation and the timer start only when you select Begin AI Review, so you can read the materials first.
When you open a session from a link, a start screen shows first. For each type of session, its button is Start AI Training.
After you complete a step, you can do it again only when the step allows repeats.
Speak at the right time
Section titled “Speak at the right time”Speak when the status under the AI shows Listening….
When it is your turn and Arcade does not hear you, the microphone turns yellow. The Transcript shows your words as the AI heard them. Arcade assesses this transcript, not the recording. If the AI does not hear you, refer to Why does the AI not hear me?
Pause a session
Section titled “Pause a session”To stop for a short time, select the pause button. The AI and the timer stop.
Keep the session screen open during the pause. If you close the app or the browser tab, Arcade ends the session after a few minutes. If you do not speak and do not pause, the AI ends the session after about 1 minute. To stop for a longer time, leave the session with Save & exit.
Finish the session
Section titled “Finish the session”Stay until the AI closes the session. A session that stops before that usually does not complete your step. When the step has a time limit, the AI starts to close at the limit. Arcade ends the session 1 minute after the limit.
After the session, Arcade asks you to rate it and shows a summary. Your full feedback is ready on the Feedback tab in a few minutes.
Leave a session
Section titled “Leave a session”Leave session has two options:
- Save & exit: stop now and continue later. It is available after 30 seconds, if you said something.
- End session now: stop now. Arcade sends what you did for feedback, but the session usually does not complete your step.
Continue a paused session
Section titled “Continue a paused session”Arcade keeps a session that you stopped with Save & exit for 24 hours. The timer continues from the same time, and the AI gets the conversation so far.
To continue, select Resume on the SESSION PAUSED card at the top of TrainAssigned.
When you start the same step again with Start new, Arcade keeps the paused session until its 24 hours end.
- If you select End session on the card, or do not continue in 24 hours, Arcade sends the work that you did for feedback. The session usually does not complete your step.
- You can continue a paused session also when you are at the limit of AI practice.
Do a Quick Play drill
Section titled “Do a Quick Play drill”Use Quick Play when you have a few minutes, for example between customers. Arcade selects the skill that is farthest from the top tier in your skill scores.
Select Quick Play · 3 min below the QUICK START card. Then select Start drill.
The drill starts in the middle of the scene. After about 3 minutes, the AI closes the scene and gives you feedback. Arcade ends the drill 2 minutes later at the latest. When the offer shows REMATCH, the drill repeats a moment that you missed in a recent session.
Good to know
Section titled “Good to know”- Quick Play shows only after Arcade has a score for one of your skills. Refer to Pathways, skills, and certifications.
- You can start three Quick Play drills each day. A drill that you leave early also counts. The count starts again at midnight UTC.
- A Quick Play drill does not complete a step of a pathway.
- While you have a paused session, its card replaces the QUICK START card and the Quick Play offer.