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The main benefit I’ve found in ReflexAI is that it addresses the need for practical examples with new team members; a new employee’s first interaction with a customer over the phone is often terrifying and riddled with mistakes due to nerves.

Having to “risk” a real interaction with a client so that a new team member can gain the necessary experience comes at a high cost; now, with Reflex, the simulations help break the ice without having to compromise our interactions with our valued clients.

We’re also implementing reinforcement training sessions with more experienced team members—another challenge, because practice requires experimentation to gain diverse and enriching experience, and each new interaction reinforces the experience and lessons learned because it simulates a real-life situation. Review collected by and hosted on G2.com.

Like any AI service, AI handles a large part of the work, but you always have to verify that the results meet your expectations. It may seem like you’re trading one task for another, and it requires adapting to fully understand how to model the situation you want to replicate in a simulation. You have to invest time—and time is money—so the return on that investment has to be worth it. You need someone to take charge of following up, monitoring, and creating all the content to ensure the best results. Review collected by and hosted on G2.com.

Being able to create as many simulations as possible and the fact that the Reflex team are so open with their changes, improvements and what's coming in the future Review collected by and hosted on G2.com.

I wouldn’t say I dislike anything, but when we first started creating simulations it took quite a while to set them up and work through all the screens. Also, the accents can sometimes come across as quite robotic, and it would be good to have more regional options especially since we’re based in the UK. Review collected by and hosted on G2.com.

The customization of the AI journeys and simulations has made it a great tool for our teams. The onboarding and support offered has been a crucial piece for the adoption of this tool in our company, without it, it might've been trickier as some of the features require a bit more of manual technical process. Review collected by and hosted on G2.com.

The UI feels a bit complex to navigate the first time you use it, but once you get the hang of it, it becomes much easier to use.

From an admin perspective, a few improvements would make the experience even better:

Assigning journeys: It would be helpful to have the option to assign a journey to individual users rather than having to assign it to a group.

Dashboard and reporting: The dashboard view is helpful, but it would be great to have a report that displays members and groups in a more consolidated view, without having to scroll through a long list. For example, allowing the performance by team member view to expand to see the whole list instead of scrolling down, in case we need to send updates to managers on their teams.

Table view and filters: It would also be helpful to see a summary of each trainer’s overall completion and performance, rather than having the view of each individual run. Currently, the filters don’t seem to support this type of summary and instead return the full list of runs.

Hope this makes sense! Overall, the platform becomes easier to navigate with use, but these changes would make it more efficient from an admin and reporting perspective. Review collected by and hosted on G2.com.

I have loved the generator to build out the complexity of the AI persona. It has been simple and easier to do with those changes. It works well and the built out personas meet the needs of our agency and role. Amy and Alexa have been helpful in updating us with new features. I have especially found the software simulations helpful, although tedious to build out initially (but not sure that can really be avoided). Review collected by and hosted on G2.com.

I find the different between a journey and group confusing. We would have a journey of simulations for one to do, but then have to assign the user to a group and the group to a journey, rather than just directly assigning a user to the journey(s) of choice. Review collected by and hosted on G2.com.

I like how customizable ReflexAI is and how I can make it fit our use case. We’ve built four patient personas for different situations, and the realistic voices and agents let our nurses practice interacting with real patients. It makes our training approach more consistent and effective, and gets new associates up to speed more quickly. I like the tool much better than using real people for practice interactions. It takes less time from a people standpoint and lets us use technology instead of paying people at a much higher hourly rate. The setup was fairly simple and straightforward. Review collected by and hosted on G2.com.

Nothing at this point Review collected by and hosted on G2.com.

The biggest benefit our company has found in ReflexAI is the ability to rapidly adjust simulations. The UI for creating simulations is simple and intuitive, yet it covers nearly all the scenarios we need. We frequently have to modify simulations, and doing so is much easier than with our previous vendor. On top of this, the ability of the AI customers gives our agents the chance to practice unanticipated events. We also appreciate the responsiveness and care that the Reflex team has shown in assisting us with getting our environment set up and running. Review collected by and hosted on G2.com.

One aspect that could be improved on is the training staff's experience. When listening to a simulation recording, it is difficult to jump to a specific moment in the call - especially when the calls get to be an hour long. It would be helpful to have some functionality like clicking on a part of the transcript to jump to that location in the call, and having the time displayed when hovering over a section of the timeline. Review collected by and hosted on G2.com.

We implemented the performa's as part of our associate training and onboarding. This functionality has allowed us to give associates "real-time" exposure to hands-on training without pulling other resources off the phone and losing productivity. Review collected by and hosted on G2.com.

It would be ideal if we could have a report card for each associate so we can track their progress over time. Review collected by and hosted on G2.com.

I love how user friendly the platform is to navigate. I am able to find everything I need quickly and easily. Review collected by and hosted on G2.com.

There are occasional hiccups with the voices and if the staff member pauses to think about what they want to say, there can be miscommunication. Review collected by and hosted on G2.com.

I love the creativity that ReflexAI offers by allowing the creation of characters for simulations with different characteristics, situations, and emotions. Additionally, I enjoy the ease of adding realism or even making characters more eccentric. I also like that ReflexAI evaluates agents on the spot and gives them a rating, which motivates agents to strive for a higher score. Review collected by and hosted on G2.com.

One of the main difficulties I find with ReflexAI is that the audio transcription is not always accurate, especially with certain pronunciations or words in Spanish and English like "IRS". Sometimes, the AI struggles to understand specific words from a language, causing misunderstandings in the transcription. I've also had issues with the English simulation not being evaluated correctly, which has hindered some practices. Additionally, during simulations, the room's audio sometimes leaks, interfering with the recognition of who is actually being spoken to. These are aspects I believe could be improved to facilitate the use of this tool. I would also like the multilingual voices in Spanish to avoid having an Argentine accent. I've also noticed that the tone of voice varies greatly; you can repeat the simulation twice, and in the first simulation, it's a very high-pitched and feminine voice, and in the second, it's a masculine voice. It's strange to have a client with a masculine name and for the voice to change from high-pitched to deep. I'm not sure why the same simulation varies the tone so drastically that it even seems like different people. Review collected by and hosted on G2.com.

They listen to what you are telling them you want and need for the project. For our simulations, they met with us regularly, spent time and effort to gather information from SME's and focus groups to ensure we were getting the best possible information to build our product. We have received feedback from several of our users, who said they value the real time feedback and the realistic scenarios the training provides. The inclusion of the Reflex AI simulations to our training has been an added incentive for more people to take our training. Review collected by and hosted on G2.com.

I can't think of anything that I dislike. Even though our project is completed, the staff at Reflex AI still checks in with us and asks for our input on things they may be working on that is similar or falls into the same realm as other projects they have. They are always keeping us informed of product updates and new features available to us. Review collected by and hosted on G2.com.