Roleplay activities provide a simulated, real-life environment for your team to practice essential conversation skills with an AI partner. By configuring an AI persona with specific communication styles and scenario details, participants can engage in text or audio-based practice to refine their pitches and handle objections.

See how it looks

Key features

• Engage in text chat, turn-based audio, or real-time audio conversations
• Configure AI personas with specific communication styles like the skeptical analyst
• Set precise conversation goals, pain points, and objections for targeted practice

You need this to succeed

• Plan: Bigtincan Elite, Bigtincan Readiness, or Bigtincan RolePlayAI
• Roles and privileges: Activity Creator (with the roleplay privilege enabled) or Head Coach

Do this step by step

Create new Roleplay

1. Click the Coaching tab.
2. Click Create in the top right corner and select Roleplay Activity.
3. On the General tab, enter a title and provide instructions.
4. In the Content section, click the Upload icon and choose a file from your device, or click Select Brainshark content to select assets from your Brainshark instance.
5. In the Participants section, click Select and choose the users you want to assign the activity to. Click Save.
6. In the Reviewers section, click Select and select the users or groups you wish to assign as reviewers. Click Save.
   Alternatively, select the option to assign a Participant’s Manager or Participant’s designated Coach in the Assign reviewers subsection.
   Select whether to Allow peer reviewer visibility in the Reviewer visibility subsection.

Customize the Roleplay scenario

1. Click the Scenario tab to customize the Roleplay.
2. Select a Scenario type from the drop-down menu.
   • Existing customer - B2C: This scenario simulates a conversation with a current individual user to reach a defined main goal. Setup requires providing detailed instructions, the specific product or service, and two to five interaction objectives, while AI context must include Account info, Background info, and one to three specific Pain points.
   • Existing customer - B2B: This scenario simulates an interaction with a returning business client focused on a primary goal. Setup involves defining detailed instructions, the product or service, and specific objectives for the session, while AI context must include Company name, Job title, Company info, Account info, and one to three specific Pain points.
   • Prospect - B2C: This scenario focuses on pitching to a potential new individual customer by defining instructions, a main goal, the product or service, and specific objectives. Because no account history exists, the AI context must include the Individual’s goals for the conversation alongside Background info and one to three specific Pain points.
   • Prospect - B2B: This scenario simulates an inquiry or pitch to a potential business client through established instructions, a goal, the product or service, and specific objectives. The AI context must define the partner's Company name, Job title, and Current provider, one to three specific Pain points, and potential Objections to the pitch.
   • Custom Scenario: This scenario allows for a fully tailored interaction by defining a unique main goal, the specific product or service involved, and detailed instructions for the simulation. The AI context must define the Scene Prompt and Partner Prompt.
3. Select an Interaction type:
   • Text chat: Simulates an instant text chat style conversation.
   • Turn based audio: A conversation where the seller will take a turn speaking, then click stop or press the space bar to indicate they are done, and it’s the Roleplay partner’s turn to speak.
   • Real time audio: The Roleplay actor will automatically fill in natural pauses in the conversation.
   • Real time webcam: A face-to-face video simulation where the Roleplay actor responds to audio and visual cues in real-time to practice.
4. There are two methods available for customizing the Roleplay, you can use Genie AI to help you generate scenarios and scoring criteria, or you can manually set up the Roleplay.

Generate with Genie

1. Click the Generate with Genie button to generate the Roleplay scenario using AI and the specific feedback criteria. In the prompt field, provide details about what kind of scenario Roleplay you want to create. The more details, the better. Important information to include here would be:
   • Brief scenario description (why the call/meeting is happening and context)
   • Training goal (skill(s) to practice and success outcome)
   • Participant role and level (e.g., SDR, AE; novice/experienced)
   • Customer/prospect profile (industry, persona/title, company size)
   • Product/service focus (which offering and primary value prop)
   • Call type and stage (e.g., cold call, discovery, renewal)
   • Key customer pains/objectives to surface
   • Likely objections to include (top 1–2)
   • Setting and timeframe (phone vs. virtual; time limit)
   • Success criteria (what “good” sounds like)
2. When you’re happy with the summary of the drafted scenario, click Use this scenario. The fields on the Scenario tab will be filled with the drafted scenario.

Manually set up the Roleplay

Alternatively, manually set up the Roleplay.

1. Set the Scene. This defines the scenario you are trying to reproduce and how you know your user has succeeded.
2. Add a Goal to the Roleplay to define the scenario's main objective. Check the box to Show the Goals and Objectives during the Roleplays Activity.
3. Specify the Product or service involved in the scenario.
4. Add 2-5 Objectives for the seller to achieve during the Roleplay.
5. Set up the AI Roleplay Partner.
6. Choose a Communication style from the dropdown. Find out more about Roleplay Partner communication styles:
   • The Enthusiastic Engager: This high-interest persona is eager and appreciative, engaging in lengthy discussions and asking numerous questions about features. They frequently relate the product to their own needs and experiences while openly valuing the representative's expertise.
   • The Skeptical Analyst: Reserved and critical, this persona approaches interactions with doubt and challenges claims with pointed questions. They require concrete proof, such as data or testimonials, to validate information before they will show any genuine interest.
   • The Indifferent Browser: Lacking immediate need or enthusiasm, this persona offers short, non-committal answers and tends to listen rather than speak. They require constant prompting from the representative to stay focused on the product rather than drifting into irrelevant topics.
   • The Direct Negotiator: Practical and results-oriented, this persona ignores feature exploration to focus immediately on price, terms, and conditions. They steer the conversation toward discounts, payment structures, and return policies from the very beginning.
   • The Reflective Thinker: This persona prefers a slower-paced, analytical conversation to thoroughly process details. They ask deep questions regarding the product's internal mechanics, sustainability, and long-term value to ensure a complete understanding.
   • The Casual Conversationalist: Friendly and informal, this persona prioritizes personal rapport and likes building a connection. They frequently weave humor, personal anecdotes, and off-topic discussions into the business conversation.
   • The Disgruntled Critic: Driven by past disappointments and mistrust, this persona is visibly frustrated and prone to interruptions. They often reference previous failures—such as "we've tried that already"—and demand concrete accountability over general promises.
   • Randomize: Selects a style at random to keep you on your toes and simulate the unpredictability of real-world interactions.
7. Enable Advanced Settings to customize speech, education, and difficulty levels.
   • Speech has Very Natural, Casual, Moderate, Somewhat Polished, Polished levels
   • Education has High School, Some College, Bachelor, Masters, PhD levels.
   • Difficulty levels are Basic, Moderate, Challenging, Advanced, Expert.
8. Provide the AI context as explained in Scenario types above.
9. In the Settings section, select a Time limit from the dropdown menu and select a language. The available languages are:

Set feedback and grading

1. Click the Feedback and grading tab.
2. Choose the grading system.
   • Rating: Select the grading scale between 2 and 10. A grading scale of 5 is enabled by default.
   • Pass / Fail
   • None
3. Define the feedback categories. Depending on your admin’s settings, you can edit the default categories and add up to 10 total. For each category, set its weight by entering a percentage. All category weights must add up to 100%.
4. To use Genie AI to help craft custom feedback categories, click Generate with Genie. Review the generated feedback and click Apply scoring criteria.
5. When you’re done, click Save and return to course to publish the Roleplay, or Save as draft.
6. Optionally, add the Virtual coach evaluation scope. This informs your Virtual Coach of important evaluation knowledge unique to your company. Click the upload icon to include a PDF for the Virtual Coach evaluation. Password-protected PDFs are not supported.

Note: Knowledge scope support is currently not available in Genie AI for Roleplay scenario creation.

More settings and email notifications

1. Click the More tab to configure email notifications, leaderboards, and practice settings.
2. Check the Enable take limit checkbox and set Max takes allowed in Take limit.
3. In the Email notifications section, you can choose to Send reviewer a challenge submission notification, Send an email to announce the activity, and Send daily reminders to reviewer.
4. Enable the toggle to display Leaderboards. Check the box to Allow Peer feedback and Display Score, Submission, or Disable Leaderboard visibility before submission.
5. Establish practice settings, such as allowing participants to share their practice takes with peers. Check the box to allow participants to share their takes with peers for feedback under the Practice section before sending to review.