HeartElement 1

75% of Zurich Employees say:

This AI Training Beats any Role-Playing Game

With a score of 75% “high” to “very high” benefit rating, Zurich Insurance Company Ltd demonstrates how effective AI-supported soft skill training is.

AI Soft Skill Training: Zürich Case Study

Success Story

Adapt to new situations faster, engage in more realistic role-playing, and achieve greater impact: Zurich Insurance Company demonstrates how immersive soft skill training with AI avatars is transforming the field.

AI Soft Skill Training: Zürich Case Study

Zurich_Logo_Horz_Blue_RGBwith ®

Zurich Insurance Company Ltd is one of Switzerland's leading insurance companies and part of the globally active Zurich Insurance Group. With innovative products and a strong focus on customer proximity, it supports private and corporate customers in managing risks and securing their future.

Challenges

Zurich Insurance Company Ltd needs to efficiently prepare employees in customer service, sales, and leadership for challenging conversation situations. At the same time, the time spent in these areas is steadily decreasing. Rapid deployability is becoming increasingly important.

However, traditional training methods such as role-playing were limited in several ways. They offer little variety, are heavily dependent on trainers, and lose their effectiveness after a few runs. Professional actors would be one option, but they are not scalable and are cost-intensive. In addition, conventional formats are difficult to adapt flexibly to different skill levels or learning progress.

To create realistic and repeatable training situations, Zurich needed a modern, scalable, and adaptive approach that would quickly bring employees up to speed.

AI Soft Skill Training: Zürich Case Study

Solution

In collaboration with 3spin Learning, Zurich introduced an AI-powered training program that provides realistic conversation simulations for customer support, sales, and leadership.

AI Soft Skill Training: Zürich Case Study

AI automatically responds to what learners say and creates new, naturally flowing conversations each time, just like real chats with customers or coworkers. This makes training sessions way more intense and emotional than traditional role-playing.

From Rigid Role-playing to Lively AI Conversations

Thanks to 3spin Learning's no-code platform, Zurich can create training modules independently and adapt them quickly. Scenarios are set up by specialist teams in a short time and scaled across the organization. At the same time, learners can complete the training flexibly at their workplace, without trainers, without fixed dates, and with as many repetitions as they like.

„AI training gets our people up to speed faster than any traditional role-playing game.“

Matthias Bomatter
Head Learning Solutions, Integrated Talent Management Leadership
Matthias Bomatter - Zürich

Results

Demonstrated up to 90% Higher Training Effectiveness

Zurich has already achieved significant improvements in its pilot project using AI-based conversation training. Zurich is thus laying the foundation for modern, efficient soft skills training that realistically simulates human interactions while simultaneously strengthening the learning culture in the long term.

AI Soft Skill Training: Zürich Case Study

75% of participants rated the benefit as high or very high (*with currently 61 participants)

Proven to be up to 90% more effective in training as scenarios are actually practiced rather than just discussed

Scalable, location-independent training sessions without the need for trainers

Train the Trainer: Departments can roll out content independently without central dependencies

Faster deployment, especially in customer service, with measurable business impact in the future

eLearning-2024-1
Brandon Hall-großweb
2023 Watchlist Web Large_experiential learning technologies
brandon_hall
edtechAward-CT-fin2023
Award-delina-2022-logo-1
eLearningAward
Award-LearNext-2019-1
Award-learningjournal-2019-logo

Discover how Immersive Learning with AI can Contribute to Your Success

Select your preferred date now and benefit from our free offer:

Product insights

Focused analysis of your specific requirements

Hands-on and industry-specific case studyn