LMS is your comprehensive training management tool, created by Zendesk Labs, powered by Amazon Bedrock. Why should you leverage LMS?

Common use cases include:

• Developing tailored training scenarios for various customer interactions

• Giving your agents a safe space to practice realistic customer interactions

• Enhancing agent skills through realistic simulations

• Testing agent comprehension and retention of training materials through targeted test tickets

• Providing ongoing training to improve customer service quality

With LMS, You Can:

• Generate AI-driven test tickets that simulate end-user interactions;

• Design reusable custom training templates with deep customization to best simulate your end user's outreach:

• Define your industry and the conversation intent;

• Use real ticket examples to create true-to-life training tickets;

• Choose the tone of the AI customer responses to simulate different customer interaction styles;

• Provide additional prompt refinement to enable the AI customer to reference specific policies, products, announcements, etc.

• Assign training tickets to individual agents, including count of test tickets

• Conclude training by ensuring agents successfully resolve simulated issues

• Track agent performance during training sessions using Support (required) and QA (not required)

• With QA, you can use custom filters to evaluate training tickets separately, and evaluate them against standardized rating categories.

• With Explore, you can monitor agent handle time of training conversations, reply time, etc.

• Formalize your training schedule with WFM (not required)

• With WFM, you can create separate workstreams for Training, ensuring your teams have dedicated time to focus on training and complete the work.

LMS empowers your support team to develop the skills needed to excel in customer service. Learn more about setting up training scenarios and maximizing the potential of LMS in our help center article.

What you need to know about Zendesk Labs:

This app is made by Zendesk Labs where cutting edge solutions are tested. The app may not be feature complete, may contain bugs and may be withdrawn at any time.

To learn more about Zendesk Labs projects, and get engaged in the process, please visit our website.By enabling this app, you agree to the Built By Zendesk Application Agreement.