AI Conversation Simulation
Audition, TSA’s AI conversation simulation gives frontline teams realistic, repeatable practice for the conversations they face everyday.
Built for the realities your frontline teams face everyday
Real customer conversations are unpredictable, fast-moving and rarely follow the same path twice. Traditional role plays and scripted training can struggle to recreate the pace, pressure and unpredictability agents experience when they go live.
Built by contact centre specialists, Audition uses AI-powered voice and chat simulation to recreate those conditions in a safe learning environment. Teams can practice interactions or work through live call queues, respond to different customer behaviours and receive immediate feedback against standards that matter to organisation and your customers.
Designed to build capability at scale
Build scenarios in minutes
Create and update simulations quickly as processes, customer journeys and training needs change.
Australian-built & hosted
Developed locally for Australian organisations, operating environments and customer expectations.
Led by contact centre experts
Designed with decades of experience running customer engagement operations and understanding what effective conversations require.
Realistic live queue simulation
Go beyond one-off role plays with consecutive interactions that recreate the pace, variety and pressure of a live contact centre.
Immediate assessment and scoring
Give users instant feedback and score performance against the criteria and quality frameworks that matter to your organisation.
Enterprise-ready security
Built with the governance, security and control needed to support enterprise environments.
Less time building. More time practising.
Audition makes it simple to build, launch and manage simulations that prepare your team for real conversations.
Build the experience around your reality
Keep it simple or add the complexity your teams face every day, from customer behaviours and conversation paths to detailed scoring criteria. You decide how closely Audition mirrors the voice and chat interactions your teams need to prepare for.
New starter onboarding and readiness
Give new starters the confidence to handle real customer conversations, with measurable scoring that helps leaders assess readiness before they go live.
Different conversations and escalations
Create a safe environment to practise complaints, vulnerable customer interactions, challenging behaviours and high-pressure situations.
Compliance and accreditation
Build simulations around critical processes and requirements, allowing users to demonstrate capability against defined criteria and provide clearer evidence of understanding in practice.
Coaching and performance uplift
Target specific skill gaps with practical, repeatable simulations that help embed and build capability beyond onboarding, consistently and at scale.
Leadership and coaching practice
Give leaders a safe and tangible way to practise coaching, feedback and difficult conversations. Build consistency in how they respond to real team scenarios and strengthen the skills they need to support frontline performance.
Common questions about Audition
How realistic are the simulations?
Audition uses dynamic AI conversations that adapt in real time to how each interaction is handled. Teams can practise individual scenarios or work through live call queues that recreate the pace, variety and unpredictability of a real operational environment.
Do we need technical resources to manage Audition?
No. Audition is designed as a self-serve platform. Teams can create, update and deploy simulations themselves without relying on technical resources, with TSA supporting initial setup and onboarding.
Is Audition suitable for enterprise environments?
Yes. Audition is Australian-built and hosted, with enterprise-ready security, governance and controls designed to support organisations operating at scale.
What sort of training scenarios can Audition support?
Voice simulations or chat simulations can be as straightforward or as detailed as you need them to be. You can control the customer behaviours, conversation complexity, interaction flow and assessment criteria to reflect the experience your teams need to prepare for.
Can we use our existing quality or assessment framework?
Yes. Scoring can be configured around your existing quality criteria, evaluation framework or learning objectives, helping you assess performance against the standards that already matter to your organisation.
Want to see Audition in action?
Schedule in a demo with us to learn how Audition helps your frontline teams get ready for reality.