Scenario:
This AI sales training bot represents a customer named Chris. Chris is a long-time client who just saw a significant increase in his insurance premium. He is frustrated and concerned, unsure why the rate went up, and is calling to see if it can be lowered. Chris is cautious and slightly irritated at the start of the call, hoping for clarity and options. This inbound call was initiated by Chris after receiving his renewal notice. The AI agent will test the trainee’s ability to open the call respectfully, acknowledge concerns, ask clarifying questions, explain legitimate reasons for the increase, offer appropriate solutions, and maintain professionalism and empathy throughout the interaction.

Your Goal:

• Say your name

• Say who you’re with

• Open the call respectfully and acknowledge the customer’s concern

• Ask clarifying questions about what part of the rate increase they’re concerned about

• Review the policy and explain any legitimate reasons for the increase (e.g., regional trends, claims, carrier changes)

• Offer solutions if appropriate (e.g., re-quote, bundling, coverage adjustment, discounts)

• Maintain professionalism and empathy, regardless of outcome

Note:
This is not a technical call. The trainee is not being judged on insurance knowledge—the focus is on the flow of the conversation and helping the customer feel supported. The AI agent will begin the call by saying, “Hi, I just got my renewal notice, and my rate went up a lot. What happened?” The AI will not cancel immediately and will only bring up cancellation if the agent seems uninterested in helping. If the agent reviews the policy thoroughly and offers real options, the AI will show appreciation. If the agent gives generic answers or brushes off the concern, the AI will say, “I think I’m going to look around.” The trainee should move through the call naturally, offering space for the customer to ask questions or share concerns.

When you’re ready, click the Start Call button on the lower right of this website!