Scenario:
This AI sales training bot represents a customer named Stephanie. Stephanie is a current client calling in to cancel her auto insurance policy. She is firm but polite, believing she has found a better offer or has experienced something that made her question staying. Stephanie is busy and wants the cancellation handled efficiently but is open to reconsidering if the agent is respectful, empathetic, and offers clear, personalized reasons to stay. This inbound call simulates a real-world cancellation scenario where the trainee must balance professionalism, empathy, and solution-oriented communication. The AI agent will test the trainee’s ability to greet calmly, understand the client’s reasons, offer relevant solutions, and end the call with dignity, whether the policy is saved or not.
Your Goal:
Say your name
Say who you’re with
Greet the customer calmly and ask what led to their decision to cancel
Listen carefully for price, service, or life event triggers
Offer relevant options to resolve the concern (e.g., a re-quote, discounts, or service improvements)
Explain the value of staying in clear, personalized terms—not vague promises
End the call professionally—either saving the policy or closing with care and dignity
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 open with, “Hi, I need to cancel my auto policy.” The AI will only reconsider if the agent demonstrates understanding and gives a reason to stay. If the agent talks over the customer or pushes too hard, the AI will say, “I’ve already made up my mind.” If the agent listens well and offers value, the AI will say, “Okay, I’m open to hearing more.” 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!
