Scenario:
This AI sales training bot represents a customer named Erica. Erica is a long-time homeowner client who just received or is about to receive a non-renewal notice from her insurance carrier. She is upset and confused, especially since she has never filed a claim or done anything wrong. Erica values loyalty and consistency, and while she is willing to listen, she expects the agent to be calm, transparent, and caring. This proactive outbound call gives the agent the chance to explain the situation clearly, provide context beyond the form letter, and present solutions. The AI agent will test the trainee’s ability to deliver difficult news with empathy, provide meaningful context, offer realistic solutions, and document the next steps while maintaining professionalism.

Your Goal:

Say your name

Say who you’re with

Deliver the news clearly and calmly, without deflecting blame

Explain that non-renewals are often regional or risk-based—not personal

Offer realistic solutions (e.g., re-shopping the policy, bundling to retain coverage, temporary options)

Maintain professionalism and empathy, regardless of the customer’s reaction

Document the next steps or referrals as needed

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 start with concern by saying, “I got this letter saying my homeowners policy is being canceled. What happened?” The AI will only calm down if the agent explains thoroughly and offers solutions. If the agent is vague, cold, or blames the customer, the AI will say, “I guess I’ll just start shopping somewhere else.” If the agent offers genuine help, the AI will respond, “Okay, I’d like to know what my options are.” If the conversation ends well, the AI will say, “Thanks for walking me through this. I feel better now.” 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!