Frequently asked questions about WOXA and AI communication training

WOXA is a web platform for AI conversation training, developed by the Konecta group. It allows people to practice phone calls, chats, and sales or other work conversations with a virtual counterpart. Unlike simply reading scripts, the person actively responds to objections, questions and changes of mood, and receives specific feedback afterwards. The platform is intended, for example, for contact centers, customer support, sales teams and retail stores. Its main purpose is not to replace real contact with customers, but to give employees room to practice important situations in advance and safely.

First, the participant chooses a scenario with a description of the customer, their situation and the expected goals. Then they hold a voice conversation with the AI counterpart directly in the browser, or practice the same situation in writing in the chat. The AI reacts to the specific answers; it may hesitate, object or interrupt. When the session ends, WOXA evaluates whether the predefined goals were met and offers a breakdown of the key moments. A manager can use the training for onboarding, regular coaching or targeted practice of weaker areas. For skill development, it is advisable to try the same situation again after receiving feedback.

A customer-facing chatbot typically answers questions or automates service in live operations. WOXA, by contrast, is a training environment: the AI plays the customer or another participant in the conversation, and the employee practices their own responses. The goal is not to resolve a real customer request, but to develop skills such as listening, explaining a procedure, handling an objection or managing a conflict. The two approaches can complement each other: automation handles suitable routine work, while training helps people prepare for the communication they handle themselves.

No. Although contact centers are a natural use case, WOXA is also intended for sales teams, retail staff, customer support and selected recruitment situations. In sales, you can practice a price objection; in a store, recommending a suitable solution; and in customer support, a complicated complaint. What matters is not the name of the department, but whether the quality of spoken or written communication affects the outcome of the work. It is advisable to adapt specific training goals and scenarios to the given role, customers and company rules.

According to current information, WOXA works directly in the web browser without installing a separate app. For voice training, the participant needs a working audio device, typically a headset with a microphone, and access to their company workspace. Transmission uses a standard secure HTTPS connection. In environments with stricter company policies, it is sensible to verify access, microphone, browser and any internal restrictions on specific workstations before a pilot. For company authentication, the platform also supports single sign-on (SSO).

Typical scenarios include an angry customer, a repeated complaint, a rejected claim, an unrealistic deadline, a request for a supervisor, or an unclear request. Sales teams can practice a hesitant customer, a price objection or the final summary of an offer. The point of a scenario is not to teach one universal sentence. A good scenario defines the context, difficulty, conversation goals and the way of evaluation. For quality preparation, it is important that the model situations correspond to the organization’s real processes and competencies and do not lead to promises that the employee cannot keep.

Yes. The WOXA website presents the Scenario Studio, in which you can work with source materials in PDF or Word and use them to create a draft training situation, a customer card and evaluation goals. Buzz Copilot can also help you build a scenario: just describe in your own words what your team should practise, and it drafts the customer, weighted objectives and tips; the draft is saved only after you approve it. Scenarios can be edited and versioned, so you can track changes and return to a previous variant. An automatically prepared scenario should be reviewed by a product or operations owner before use. It is necessary to verify in particular the operator’s actual authority, the accuracy of the rules, the suitability of responses to conflicts, and whether the measured goals truly correspond to the desired behavior.

The foundation is a gradual combination of product knowledge, work with systems and communication training. A newcomer should first master common situations, then objections, and only afterwards more demanding conversations under pressure. In the simulation, they can try out questions they do not know the answer to, interruptions or customer dissatisfaction. The manager evaluates specific behavior, for example verifying facts, a clear explanation and a proper close of the call. AI training does not replace supervision or knowledge of internal processes; however, it can reduce dependence on the availability of a colleague who would otherwise play the customer.

Yes. An experienced employee does not need to keep repeating the basic opening of a call, but can deliberately develop, for example, handling escalations, delivering an unfavorable decision sensitively, sales objections or communication during a non-standard incident. The advantage of a repeatable scenario is the ability to compare one’s own responses over time. When developing senior colleagues, we recommend focusing the evaluation on judgment, accuracy of information, working with context and maintaining boundaries. Equally important is a discussion with the manager about why a particular response was appropriate or inappropriate.

There is no single correct frequency for every team. A useful default can be short, regular practice several times a month, linked to specific feedback and subsequent repetition. A few minutes may be enough for one situation; a complex sales or crisis conversation may require more time. WOXA states a standard training call length of 10 minutes and the option to set longer scenarios. More important than the number of completed simulations is a visible improvement in the target skills and subsequent verification in live operations.

Yes. WOXA supports both voice conversation and written chat. According to its website, the same scenario can be used and the same predefined goals evaluated in both communication modes. Chat, however, requires its own methodology: what matters is the clarity of short messages, the structure of the reply, the precision of wording and managing the expectations of a customer who can neither see nor hear the operator’s reaction. When designing exercises, it is therefore useful to distinguish goals common to both channels from rules specific to written communication.

The AI coach in WOXA follows on from a completed simulation. The platform presents an annotated transcript, a recording, identification of strong and weak moments, and specific comments on selected lines. The participant therefore does not receive just general advice like “be more empathetic”, but can go back to the moment when, for example, they interrupted the customer or skipped over an objection without answering. The breakdown helps formulate one or two clear goals for the next training. The interpretation of complex situations should be supplemented by the trainer’s experience, because automatic evaluation is not an infallible interpretation of human communication.

Goals and their weights are set for each scenario. WOXA states that the AI evaluates the conversation against these goals and the result is a score and a comment. Such a model helps keep the same formal conditions during repeated training and compare performance development. However, the score is not a universal measure of actual customer care quality: it depends on the quality of the scenario, the suitability of the criteria and the specific context. Alongside the training score, we therefore recommend monitoring real data, for example correctness of resolution, repeat contacts, quality of handover and customer feedback.

Choose a few skills that have a clear definition and set a baseline before starting development. In WOXA, you can track the history of simulations and the development of scores for individuals as well as team overviews. At regular intervals, repeat a comparable scenario, go through the differences in specific responses and record what has changed. To verify the impact, add a check in live operations, for example calibration of call evaluations, the number of repeat contacts or the quality of request logging. An increase in the training score on its own is not yet proof of higher CSAT or lower costs.

The AI coach can significantly facilitate repeated practice, fast feedback and basic identification of patterns in a conversation. However, it does not replace the trainer’s responsibility for setting the rules correctly, calibrating the evaluation criteria or supporting the employee in sensitive situations. In disputes over the resulting evaluation, operational changes or personal problems, a human conversation is important. A suitable model is that the AI provides accessible training and a first breakdown, while the manager helps translate the findings into individual development and specific work procedures.

A scorecard is an evaluation card with pre-described criteria of a good conversation. Alongside knowledge and correct procedure, it can track active listening, verification of facts, conflict management, clarity and the final summary. AHT, that is, average handling time, is an important operational indicator, but it does not describe whether the customer leaves with their problem resolved. A shorter call can lead to a repeat contact, and a longer conversation can, conversely, be of high quality. For this reason, it is advisable to connect operational KPIs with an evaluation of communication and of the customer outcome.

WOXA offers leaderboards, badges and tracking of training streaks. They can help make progress visible and support regular use. However, it is advisable to reward individual improvement, completed competencies and regularity rather than just the absolute highest score. People may work with scenarios of different difficulty or have different starting experience, so a mechanical ranking may not be fair. A manager should explain in advance which data are developmental, who has access to them and how they will be used. Training should be a safe environment for mistakes, not a public tool for humiliation.

Yes, it can help practice the observable expressions of empathetic communication, for example active listening, acknowledging the problem, a calm tone, suitable questions or a summary of the next steps. With an aggressive customer, several variants of a difficult conversation can be repeated and different responses tried. However, a simulation alone does not automatically create empathy as a human quality. The goal is to improve specific behavior in the conversation and strengthen confidence. We therefore recommend combining training with reflection led by an experienced manager and with rules on how to respond to personal insults or threats.

It is important to distinguish legitimate frustration with a problem from a personal attack on the employee. The operator can name the situation, offer a verified next step and at the same time set a clear boundary: for example, “I will be happy to help you, but I need us to speak without insults.” If the attack continues, they follow the employer’s rules for warning, escalation or ending the call. In the case of threats, they do not try to solve everything with a communication technique alone, but use the organization’s security procedure. Respect is not a reward for flawless service: it applies to both the customer and the operator.

No. Communication skills training helps, but it cannot replace good working conditions, realistic targets or management support. If a team faces consistently high workload, unclear rules, repeated systemic errors or inappropriate customer behavior, the causes of these problems must also be addressed. WOXA can complement prevention and education, but it is not a tool that would justify putting more pressure on employees. The point is to prepare people for demanding conversations while maintaining a safe environment in which they can ask for help.

A high-quality customer experience depends not only on the accuracy of information, but also on the way it is communicated. The customer wants to understand what happened and what options they have; the operator needs room to act professionally and without personal attacks. Respect helps keep the conversation factual, but it does not mean automatically fulfilling every request. That is exactly why the WOXA and Konecta campaign works with the principle “Respect is not a bonus. Respect is the foundation.” Technology can support skills training, but human dignity must be respected by both sides of the conversation.

The public WOXA website states that a pilot with one team can be launched in approximately a week. The actual timeline, however, depends on the readiness of accounts, security approval, the availability of source materials and the scope of the required scenarios. We recommend starting with a smaller group and a specifically defined skill, setting a baseline evaluation in advance, running the training and evaluating progress together. A larger deployment across several brands, countries or departments should be planned separately. Confirm the exact date and scope of the pilot in the initial discussion.

According to the current website, the user interface is available in ten languages: Czech, Slovak, English, Polish, Hungarian, German, Spanish, Italian, French and Turkish. WOXA also states AI counterparts and feedback for the listed language variants. An international company can therefore prepare scenarios for teams in several markets, but should have local terminology and company procedures reviewed by experts. We recommend verifying the availability of a specific voice or language in a particular configuration during the demo.

WOXA states separate company workspaces and role-based access permissions. The application, databases and storage are said to run in Google Cloud in the Frankfurt region in the EU; for voice functions and AI evaluation, the platform names contractual subprocessors ElevenLabs and OpenAI. Transmission is encrypted and the business relationship includes data processing rules under GDPR. Before deployment, the organization should assess the legal basis, the data processing agreement, the retention period, access permissions and what real customer data may be entered into scenarios. The label “EU hosting” alone does not replace a full security and legal review.

Yes. The WOXA website states SSO via the SAML and OIDC standards, roles for different groups of users and separate workspaces for individual teams or brands. For using training data, CSV exports and a REST API available in the Pro and Enterprise plans are listed. During integration, it is advisable to determine what data will be transferred, who will have access to it and how updating or deleting user accounts will be ensured. Before implementation, we recommend a technical verification with the IT team and a WOXA product representative.

The WOXA website does not state a universal public price list. The price is said to depend on team size and training volume; an offer is prepared for interested parties according to the specific scope. For a relevant comparison, it is advisable to clarify the number of users, the frequency of simulations, the required language versions, scenario creation, reporting and any integrations. A sensible first step is a demo and a pilot project with one team. It is better to evaluate the budget together with the target skills, the expected time demands on trainers and the way the benefit is measured, not just by the license price.

The woxa.app website has a contact form for arranging a demo. The interested party provides their contact details and the company will get in touch about a demonstration and a possible pilot. For the most useful meeting, we recommend deciding in advance on one difficult situation from your own operations, for example a complicated complaint or a sales objection, and two to three skills you want to develop. It is not necessary to have a complete script ready; according to the website, a demonstration can also be presented on the basis of an indicative scenario. A practical test will help decide whether the tool suits your team.