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Interactive Chat Agent Interaction

Project Type

Blended eLearning Solution


February 2024


Articulate Storyline 360, Miro

Primary Responsibilities

Needs Analysis; Training Plan; eLearning Design & Development

Target Audience

Customer Support Representatives


A B2B SaaS company faced escalating tensions in customer interactions due to inadequate de-escalation skills among agents. This e-learning solution, using a mock chat interface, trains agents to handle challenging situations effectively, mitigating customer dissatisfaction and preserving client relationships.

This Interactive Chat Agent Interaction, aimed to train customer service agents in the application of de-escalation techniques within a mock chat interface. This project allowed agents to practice their skills in handling challenging customer interactions in a controlled environment.

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