Agentic simulations are an AI-driven capability of Service Operations Agent that enable organizations to evaluate how their contact center behaves under realistic customer conditions before those conditions occur in production.

Administrators define simulation scenarios using natural-language prompts. Agentic simulations then generate realistic synthetic conversations, runs them end-to-end through the configured contact center, and calculates the contact center KPIs.

What problems it helps solve

Readiness of self-service experiences: Assess how AI agents handle real customer intents, variations in behavior, and edge cases.
Effectiveness of assisted service flows: Validate routing, assignment logic, and service representative experience in human-assisted scenarios.
Confidence in scale and load readiness: Understand how configurations and operations perform under realistic volume and fix any reliability and latency issues.
Preparedness of service representatives: Enable safe practice and evaluation using realistic customer interactions without impacting live customers.

Key capabilities

Natural-language prompt interface for defining simulation scenarios
Simulation of varied customer intents, personas, and behaviors
End-to-end execution across AI agents, routing, and configurations
Out-of-the-box KPI dashboards and scorecards
Reusable and saved prompts, including canned scenarios
Safe, pre-production execution with no impact on live customers

Agentic simulations are currently available for the voice channel in the English language only. They support flows without Dual-Tone Multi-Frequency (DTMF)-based menu interactions and up to five conversations in a simulation.