Sales Simulator overview
Sales Simulator in Pega Sales Automation™ helps sales representatives improve the quality and effectiveness of their conversations by engaging in role-play conversations with AI-simulated customers. The feature accelerates onboarding, supports consistent training, and prepares sales representatives to manage diverse customer personalities, issues, and levels of difficulty. Performance analytics and coaching feedback support measurable skill development. Regular role-play sessions strengthen conversation skills and boost confidence, which results in improved sales outcomes.
Sales Simulator uses real-time voice APIs to create dynamic, interactive sessions that respond to the sales representative’s approach and conversation flow. Each session presents scenarios that reflect common and complex sales situations.
Sales Simulator integrates seamlessly with existing workflows so that sales representatives can access the feature without disrupting their normal work patterns. This contextual approach ensures that the scenarios included in role-plays are relevant and immediately applicable to real customer situations.
Role-play sessions
Pega Sales Automation includes four role-play scenarios for the following Case Types:
Opportunity
Practice conversations by using opportunity details, product interests, and competitor information.
Appointment
Prepare for meetings by using the associated opportunity and lead information.
Lead
Rehearse prospect conversations by using contact history and product interests.
Contact
Practice interactions by using complete contact information and interaction history.
You can create additional scenarios or extend the feature to other Case Types based on your business needs.
Sales representatives launch sessions directly from Case Records. The system uses existing Case data to generate realistic practice scenarios and provides performance scores, key takeaways, and actionable coaching feedback. Each session creates a dedicated case record that stores transcripts, analytics, and feedback for ongoing skill development.
The following figure shows a sample Roleplay Case associated with an opportunity:
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