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AI Role Play Training for Real Conversations

AI role play training for MSP teams: practice customer conversations, sales discovery and manager feedback. Hundreds of roleplays come with the Curated Collection, included in every Empath Learn seat and premium in Empath Grow.

The full course list covers the whole library; book a demo to see roleplays for your role.

Book a Demo See Roleplays for Your Team
Get the Full Course List Full Library List

200+

AI Roleplays in the Collection

Type

Or Speak Your Response

Instant

Personal Feedback

Learn

Included in Every Seat

Start Here: Start AI Roleplays by Conversation

Pick the conversation that matches the learner's job. These are lesson video runtimes; speaking or typing through a roleplay takes variable time.

  1. For service staff Customer Service 101: Assisting Upset Customers Curated Collection, 8 min Respond to an angry customer.
  2. For sales staff Sales Essentials for Success: Using Sales Discovery to Build Trust Curated Collection, 5 min Try a discovery call.
  3. For supervisors New Supervisor Fundamentals: Gathering Feedback Curated Collection, 5 min Ask for team feedback.

Choose the next scenario from the full course list by the conversation each role needs to practice.

How Does AI Role Play Training Work?

Start with a conversation your staff need to handle. An upset customer, a sales discovery call or feedback to a direct report gives them a reason to practice. The roleplay sits inside a lesson or course in the Curated Collection.

  1. Choose a lesson for the situation and watch the video. Customer service, communication and new-manager lessons are useful starting points.

    Goals checklist from the example roleplay: six goals, three checked.

  2. Answer the AI by typing or speaking. Use your own words to respond to the workplace scenario.

    Reply bar from the example roleplay: type or speak your reply.

  3. Continue the conversation. The AI adapts to what you say, so your replies shape the exchange.

    One exchange from the example roleplay between Dana and the help desk technician.

  4. Read the instant, personal feedback. It covers what went well, where to improve and how to apply the skill next time.

    One rated message from the roleplay feedback report, rated Excellent.
    Areas for improvement in the feedback report, with an Empathy note.

Managers can see results. For a service lead, the next coaching conversation can focus on the situation the learner practiced.

Example AI roleplay screen: an upset client user named Dana says Outlook has not synced, and a help desk tech replies with a fix and a webmail workaround. A goals checklist sits on the left.
Example scenario: a help desk tech practices calming an upset client user. Learners type or speak their replies, and the AI answers in character.
Example roleplay feedback report with a summary, a key strength, areas to improve for empathy, communication and professionalism, and two rated messages.
After the roleplay: instant, personal feedback on what went well and what to change.

AI Roleplay Topics and Example Titles

More than 200 lessons include an AI roleplay. The table counts the lessons and courses with roleplays in each topic.

Every topic group is below, with ten example lessons. The short descriptions name conversations to practice using the skills each lesson teaches. Ask in a demo to see the roleplay for a lesson that fits your team.

All Six Topic Groups: Lessons and Courses With AI Roleplays, October 2026
Topic (count)Examples
Sales and Service
20+ roleplays
  • Customer Service 101: Assisting Upset Customers
    Respond to an upset customer. (BizLibrary Productions)
  • Sales Essentials for Success: Using Sales Discovery to Build Trust
    Practice a sales discovery call. (BizLibrary Productions)
Leadership
40+ roleplays
  • New Supervisor Fundamentals: Gathering Feedback
    Ask teammates for feedback. (BizLibrary Productions)
  • Exceptional Leadership Communication: Effectively Giving Feedback
    Give a team member feedback. (BizLibrary Productions)
Business Skills
100+ roleplays
  • Building Great Relationships with Difficult People
    Respond to a difficult coworker. (BizLibrary Productions)
  • The Art of Assertiveness: Communicating with Impact
    State a boundary respectfully. (BizLibrary Productions)
HR Compliance
100+ roleplays
  • Anti-Harassment: What to Do When You Receive a Complaint
    Respond to a harassment complaint. (BizLibrary Productions)
  • Anti-Harassment: Behavior Spectrum (CA)
    Discuss when rude behavior becomes harassment. (BizLibrary Productions)
IT
6 roleplays
  • Cybersecurity Fundamentals: Social Engineering
    Discuss social engineering defenses. (BizLibrary Productions)
Workplace Safety
4 roleplays
  • Emergency Preparedness: Workplace Violence
    Respond to a threatening person calmly. (BizLibrary Productions)

There is more within these groups: more than 30 detailed topics, including hiring, negotiation, project management and remote leadership. Get the Full Course List for the full library. The download does not mark which titles have roleplays; Book a Demo to identify more scenarios for a role.

Who Is AI Roleplay Training For?

Start with moments your MSP staff already face, such as a new-client discovery call, an angry user on the phone or a supervisor giving feedback. These lessons teach skills they can apply to those conversations:

  • MSP sales and account managers meeting a potential client can start with Sales Essentials for Success: Using Sales Discovery to Build Trust. Work through the discovery conversation before the meeting.
  • Help desk staff taking a call from an upset user can start with Customer Service 101: Assisting Upset Customers. Practice a respectful response when the other person is angry.
  • A new service manager giving feedback to a technician can use Exceptional Leadership Communication: Effectively Giving Feedback. For asking colleagues how the team is doing, use New Supervisor Fundamentals: Gathering Feedback.
  • An MSP owner or HR colleague receiving a complaint can use Anti-Harassment: What to Do When You Receive a Complaint. The lesson covers the interaction with the person making the report.
  • When a coworker pushes a boundary, The Art of Assertiveness: Communicating with Impact gives staff a way to practice stating it respectfully.

For clients with similar needs, browse customer-facing staff training and manager and supervisor training. Ask to see a relevant roleplay in a demo before choosing their catalog.

Included in Learn, Premium in Grow

AI roleplays come with the Curated Collection. Choose access for your own MSP team or for the clients you train.

For Your Team

Empath Learn

The Curated Collection is included with every Learn seat, on every plan. Your team gets its AI roleplays with the catalog. No separate roleplay subscription is needed for these lessons.

For Your Clients

Empath Grow

Your MSP can resell the Curated Collection as a premium catalog for clients, with AI roleplays included. In Empath Grow, each client has the Curated Collection or Bigger Brains, not both.

A free Empath Learn trial includes all Learn content, including the Curated Collection. Standalone Bigger Brains, Clip Training and Inspired eLearning catalogs are premium and outside that trial. Your Empath account executive sets up Grow client trials case by case; book a demo.

Find the Courses Around the Conversation

AI roleplays are one part of the Curated Collection, with 14,000+ courses. Browse sales training courses for the sales team, leadership and management training for supervisors or HR compliance training for workplace conduct.

Use the Empath course catalog to compare what comes with Learn and which premium catalogs you can resell to clients.

Questions About AI Roleplays

Answers for MSP owners choosing training for their staff and clients.

Is AI Role Play Training Included in Empath Learn?

Yes. AI roleplays come with the Curated Collection in every Empath Learn seat. Your MSP's team can practice workplace conversations alongside the Collection's courses. For clients, the Curated Collection is a premium catalog in Empath Grow. Book a demo to discuss access for your team or clients.

Do Learners Type or Talk to the AI?

Learners can do both: type or speak their responses in Empath's AI roleplays. They respond in their own words, and the AI adapts to what they say. After the practice, they get instant, personal feedback on what went well, where to improve and how to apply the skill next time.

Can Managers See AI Roleplay Results?

Yes. Managers can see AI roleplay results in Empath. Use a demo to look at the manager's results view and the learner's feedback before deciding how you would use them in coaching. Bring an example of a conversation your team needs to practice.

When Is AI Roleplay Practice Worth Using?

AI roleplay practice is useful when staff need to put a lesson into words before a workplace conversation. In Empath, they can respond to an AI scenario and review feedback before speaking with a customer or colleague. Choose a situation from their work, then use the feedback to discuss what they could change.

Can I Resell AI Roleplays to My Clients?

Yes. Your MSP can give clients access to AI roleplays through the Curated Collection, a premium catalog in Empath Grow. This includes conversation practice for customer-facing staff and managers. Each Grow client has the Curated Collection or Bigger Brains, not both. Choose the catalog for that client's training needs.

Are AI Roleplays for Certification Practice?

Empath's AI roleplays are for practicing workplace conversations. They help learners work through customer issues, coaching and difficult interactions, with feedback on their responses. The cybersecurity examples cover topics such as social engineering. These roleplays do not award a certification or replace an exam.

See a Workplace Conversation in Practice

Bring a conversation your staff find difficult to a demo. Ask to see roleplays for their role, how a learner responds and what the feedback looks like. The full course list covers the whole library; it does not mark the titles with roleplays.

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