Inside the Call: Customer Service at SoleSprint

To improve first-contact resolution, learners need to do more than memorize company policies. They need to gather information, navigate customer records, reference the knowledge base when they’re unsure, communicate with empathy, and document each interaction accurately — all while keeping a conversation moving. Instead of teaching these skills separately, I wanted learners to practice them together in an environment that felt as close to the real job as possible.

I started by designing a realistic CRM in Claude Design that looked and behaved like software a customer service representative would actually use. Rather than dropping learners straight into a conversation, I created a simple login experience that personalized the simulation before taking them to a dashboard filled with customer profiles, performance metrics, and a searchable knowledge base. The goal was to encourage learners to explore the same resources they would rely on during a real call instead of handing them the answers.

Next, I integrated AI-powered voice conversations, built with devlin.ai, directly into the CRM. As learners speak with customers, they can look up order histories, review return policies, and take notes without leaving the call. I intentionally designed the experience so learners have to decide what information they need, where to find it, and how to respond in the moment. This shifts the focus from recalling facts to practicing the decision-making and communication skills that lead to successful customer interactions.

Finally, I wanted every attempt to become a learning opportunity. After each call, learners can continue to another customer or end the simulation to review their results. They receive AI-generated feedback, a score, and a pass/fail outcome based on how they handled each conversation. Rather than simply telling learners whether they were right or wrong, the feedback explains how they performed so they can reflect, improve, and approach the next customer with more confidence.