AI simulation glossary
Job-specific actions
Definition
Job-specific actions are the concrete steps a professional carries out in their tools while working: logging a complaint in the CRM, opening a file, following a procedure. Practising them avoids mistakes on the day they have to be done during a real conversation.
Also called
in-tool actions, procedures, system handling
Why it is hard
In a contact centre, agents have to listen, answer and use their tools at the same time. That is often where mistakes and long handling times come from.
How to practise
By recreating the situation: the learner shares their screen and carries out the steps in the internal tool, ERP or CRM, just as during a real call.
With Face Up
In the “job-specific actions in your tools” mode, learners practise in their own tools; the avatar does not intervene: the goal is to check correct use of the company’s tools. Bluelink trains its agents this way.
