AI-powered practice for a distributed service workforce
Sector: Automotive · Audience: service advisors and dealer teams across India · Scope: voice-based AI role-play, assessments, learner identification and management reporting integrated with the client's learning environment.
The client needed a consistent way for thousands of front-line staff to practise critical customer conversations before facing customers. Indus designed scenario-based voice role-plays with structured evaluation criteria, connected attempts and scores to learner records, and gave learning teams a dashboard of participation, performance and recurring gaps. Learners received immediate feedback after every attempt; trainers focused coaching where the data pointed.
Appointment-setting and sales conversations for a telecom retail network
Sector: Telecom · Audience: retail and call-centre agents · Scope: AI role-play for appointment setting and sales conversations, with criteria-level feedback.
Agents rehearsed real call flows with an AI customer, were scored on structure, listening, objection handling and closing, and received a model response after each attempt. Practice activity and scores were visible to team leaders for coaching.
Explainer video series for a multi-system business process
Scope: process study, scripting, screen-level walkthroughs, Hindi and English narration.
Indus studied the end-to-end workflow — validations, approvals, hand-offs between systems — and produced a series of short explainer videos that became the standard onboarding and refresher resource.
Centralized assessment and reporting environment
Scope: online assessment portal, question banks, attempt tracking, role-based reporting.
A distributed workforce moved from ad-hoc tests to one configurable assessment environment with consistent scoring and consolidated results by employee, team and location.