Whatfix Launches AI Roleplay for Frontline Teams

The new capability enables customer-facing employees to practise realistic conversations with an AI agent while navigating a simulated version of the systems they use at work. The intention is to allow teams to rehearse both dialogue and process execution before going live.

The functionality sits within Whatfix’s Mirror system simulation platform, which was introduced in 2024 to help organisations train employees on complex enterprise applications without using live systems. With the addition of AI Roleplay, each training scenario integrates a simulated customer interaction and a corresponding process workflow in the same environment.
Khadim Batti, founder and CEO of Whatfix, said the addition of AI roleplay reflects a shift in how organisations approach readiness for customer-facing roles. He said: "Simulation teaches process, and roleplay builds judgment and confidence. With AI Roleplay in Mirror, we’re helping enterprises reduce time-to-proficiency and improve customer outcomes by preparing employees for real-world situations before they go live."