Designing AI-Powered Customer Practice and Coaching Systems

Session: AI in L&D - Advanced https://atdsuncoast.org/event-6540706 In this presentation, I share how I designed an AI powered system that lets employees practice realistic customer conversations with an AI customer and receive personalized coaching from an AI coach. I walk through the learning problem, the first prototype built as a custom GPT, what broke, and how those lessons led to a second version using OpenAI’s Realtime API for live voice conversations, embedded in Articulate Rise and supported by AWS. This is not about code. It is about learning design, system thinking, and how you can start building AI enabled practice and coaching experiences yourself.