Is the practice conversation spoken?

Yes. Agents speak with the AI counterpart in their browser using a microphone.

Can we use our own scenarios?

Yes. Creators can build scenarios around their service situations and review them before sharing.

No. Practice is one source of evidence; supervisors should combine it with observation and judgment.

THOUGHTLY LIRA · CUSTOMER SERVICE

Lira gives service agents a spoken practice conversation with an AI customer, followed by feedback on the skills your team chooses.

HOW LIRA WORKS

Build practice around the conversations your agents actually handle.

Describe the issue, customer context, and what the agent should work toward.

Define observable behaviors such as listening, clarification, and explaining next steps.

An agent speaks with the AI customer in a browser-based practice call.

Use feedback from the attempt to choose what to practice next.

Make space for agents to apply training before a live customer call.

Practice a difficult moment
Rehearse a billing question, an unclear request, or a frustrated caller.
Give feedback context
Review the chosen skills and available conversation evidence together.
Try another approach
Use another attempt to practice a specific improvement.