Announced on | Rollout on |
February 6, 2025 | February 6, 2025 |
We're excited to announce the launch of the LMS Conversation Simulator, an app built by Zendesk now available on the Zendesk Marketplace. This innovative tool empowers you to create realistic training tickets that agents can complete directly within Zendesk Support.
This announcement answers the following questions:
What’s changing?
Many Zendesk customers who want to train their agents on customer interactions rely on outdated Learning Management Systems with limited integration to Zendesk. These Learning Management Systems (LMS) often:
- Focus solely on reading materials or videos, neglecting the adult learning principle of "learning by doing."
- Use unrealistic or out-of-context training examples that fail to reflect genuine customer interactions.
- Ignore the valuable institutional knowledge embedded in real-life tickets handled by experienced agents.
To address these challenges, we've introduced the LMS Conversation Simulator. Admins can use this app to create training templates and assign training tickets to agents. Key features include:
- AI-driven test tickets: Generate realistic tickets that simulate actual end-user interactions.
- Customizable training templates: Design reusable templates tailored to your training needs.
- Agent assignment: Assign training tickets to individual agents, including the ability to set the number of test tickets.
- Performance tracking: Monitor agent performance during training sessions using Support (required) and optional QA features.
- Training schedule formalization: Integrate with Workforce Management (optional) to organize your training schedule.
Why is Zendesk making this change?
We hear you! Every organization using Zendesk to support customers - be they consumers, businesses, or employees - requires effective training for their agents. We have listened to your requests for Learning Management System capabilities within the Zendesk ecosystem and are thrilled to deliver this initial feature for your exploration.
Zendesk Labs is committed to innovation and exploring new product areas and technologies. We value your feedback on which LMS features you would like to see prioritized. Share your thoughts in our Community or through the link in the app banner.
What do I need to do?
To install LMS Conversation Simulator in your environment, head to the Marketplace to install directly into your instance.
For more information, see Installing and using the LMS Conversation Simulator app.
If you have feedback or questions related to this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.
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