Question 1

How can I trust AI call scoring to be accurate and unbiased?

Accepted Answer

Accuracy comes from Customizable Scorecards and connecting to your Knowledge Bases. You define the rubrics—both qualitative (e.g., Skill Application 1-100) and quantitative (e.g., Compliance Check as True/False). The AI scores 100% of interactions against your specific standards, removing human subjectivity.

Question 2

How realistic are the AI role-play simulations?

Accepted Answer

Our simulations are hyper-realistic. We use advanced, natural-sounding voices (including Spanish, French, and Portuguese) and empower you to create custom personas in minutes. You define an AI buyer's specific pain points, objections, and communication style.

Question 3

How long does it take to create new AI training scenarios?

Accepted Answer

Create new scenarios in minutes. Our platform includes a library of pre-built scenarios for common situations. You can also simulate real calls by pulling transcripts from platforms like Gong or build new scenarios from scratch, complete with custom objections and personas.

Question 4

What is Itero?

Accepted Answer

Itero is an AI-powered platform that combines realistic training simulations with automated call scoring and quality assurance. We help organizations train their teams faster, ensure compliance, and improve performance across sales, service, and support roles.

Question 5

Who uses Itero?

Accepted Answer

Itero is used by call centers, insurance companies, lending organizations, and SaaS sales teams. Any organization that needs to train customer-facing teams and monitor the quality of their interactions can benefit from Itero.

Question 6

How can I certify new insurance agents on complex products and compliance?

Accepted Answer

Combine practice with verification. Agents use AI Roleplays to practice challenging compliance scenarios. You then use Learning Paths and Certifications to assign these scenarios and set mandatory passing thresholds. Finally, our Automatic QA analyzes 100% of their real calls to ensure adherence.

Question 7

My brokerage is expanding. What's the best way to train insurance agents on new products?

Accepted Answer

Create Custom Personas and role-play scenarios for new product lines (e.g., home, auto, life) and connect your new product Knowledge Bases. Agents practice on-demand. Use Certifications to formally verify their competency before they speak to customers.

Question 8

How can I scale TILA, RESPA, and fair lending training for new loan officers?

Accepted Answer

Build a library of AI Customer Support Roleplays focused on specific regulatory scenarios (e.g., explaining a Loan Estimate, handling fair lending questions). New loan officers practice these high-stakes conversations in a safe environment. Then, use Automatic Call Scoring on their live calls to audit for TILA/RESPA adherence at scale.

Question 9

How can I reduce loan officer onboarding time and improve CSAT?

Accepted Answer

Replace passive learning with active practice. Our AI Roleplays allow new hires to practice everything from discovery calls to handling rate objections 24/7. Skill Gap Visualization dashboards show precisely where they struggle, enabling targeted coaching and faster confidence.

Question 10

How can my BPO train agents and automate QA across multiple different clients?

Accepted Answer

Create unique Customizable Scorecards, Knowledge Bases, and AI Customer Personas for each of your clients. Our Automatic QA system identifies which client a call belongs to and automatically applies the correct scoring rubric. Manage quality and compliance for all clients from one dashboard.

Question 11

How can I reduce call center agent onboarding time and burnout?

Accepted Answer

Cut onboarding time with AI Customer Support Roleplays. New agents practice de-escalating irate customers or handling technical questions before their first live call. For veteran agents, Automatic Call Scoring and the Coaching Inbox identify skill gaps without manual call listening, reducing repetitive errors.

Question 12

As a Sales Enablement leader, how can I scale coaching and ensure my new playbook is adopted?

Accepted Answer

Manage the entire playbook adoption lifecycle. Use AI Sales Roleplays to drill new messaging, assign formal training with Learning Paths, and use Automatic Call Scoring on live calls to measure sales playbook adherence. You get instant data on who is adopting the new messaging and who needs coaching.

Question 13

As a Sales Manager, how can I find coachable moments without spending hours listening to calls?

Accepted Answer

Stop listening to random calls. Our Automatic QA analyzes 100% of your team's interactions against your specific scorecards. The Coaching Inbox flags critical, coachable moments—like missed compliance lines or fumbled objection handling—and sends them directly to you. Review key issues in minutes, not hours.

Question 14

As an L&D leader, how can I move beyond 'training completion' and actually certify agent competency?

Accepted Answer

Move beyond completion reports to prove competency. Create structured Learning Paths with multiple role-play scenarios. Add Certifications to any path and set mandatory pass thresholds (e.g., "score 90% on compliance"). This provides a data-driven, auditable record that your agents are certified and competent.

Question 15

How can I use Itero to train my SDRs?

Accepted Answer

Master top-of-funnel conversations. Build an on-demand library of AI Sales Roleplays for SDR training, focused on objection handling and booking meetings. Reps practice against Custom Personas with your common objections ("no budget," "send me an email") and get instant Self-Coaching feedback.

Question 16

How can Itero improve the quality of my Account Executives' (AEs) discovery calls?

Accepted Answer

AEs can work with bots trained on the behaviors of real discovery calls in our AI Sales Role Play environment, as well as get coaching from the Itero AI Sales Coach that is trained on your processes and standard operating procedures. You can also use Itero Automatic Call Scoring to identify growth opportunities for your reps and automatically measure playbook adherence.

Question 17

How can I use Itero for customer support agents?

Accepted Answer

Use our AI Customer Support Roleplays as your customer service training software. Create de-escalation scenarios (e.g., irate customers) or technical troubleshooting practice. Connect to Your Knowledge Bases to ensure agents practice finding the right answer. On live calls, our Automatic QA scores for empathy, accuracy, and compliance to improve CSAT and reduce AHT.

Question 18

What makes Itero different from other AI sales coaching tools?

Accepted Answer

We provide the complete loop for rep performance. Itero is a solution for continuous improvement. Practice: Reps train in AI customer simulations before the call. Performance: Our AutoQA scores 100% of their real calls. Proof: Certifications validate that the skills practiced are now being used on live calls. This dual system of simulation training and live AutoQA is our key differentiator.

Question 19

Can Itero be customized for our company's unique sales process and compliance needs?

Accepted Answer

Yes. You build Customizable Scorecards for your methodology, create Custom Personas for your buyers, and connect your own Knowledge Bases and playbooks. The AI coaches and scores based on your specific rules and compliance needs, not a generic template.

Question 20

How does Itero integrate with call recorders like Gong?

Accepted Answer

Itero automatically pulls call recordings and transcripts from platforms like Gong, Outreach, and Salesloft. Once a call is completed, our Automatic QA and Automatic Call Scoring engines immediately analyze it against your custom scorecards, delivering instant performance data.

Question 21

How do I get performance data out of Itero and into my BI tools?

Accepted Answer

Use our secure webhooks to push performance data, scores, and skill metrics from Itero directly into your BI systems, data warehouses, or other automation solutions. This allows you to combine Itero's performance data with your other business data for holistic reporting.

Question 22

Is my call data and sales information secure with Itero?

Accepted Answer

Yes. We employ enterprise-grade security measures to protect your call recordings, transcripts, and proprietary data. We follow industry best practices for data security and privacy to ensure your information is secure.

Question 23

How is Itero priced?

Accepted Answer

Itero pricing is based on the number of users and interaction volume. Contact our sales team for a customized quote based on your organization's needs.

Question 24

Is there a free trial?

Accepted Answer

We offer personalized demos and pilot programs so you can see Itero in action with your own use cases. Contact us to schedule a demo and discuss pilot options.

Question 25

What's included in the subscription?

Accepted Answer

All Itero subscriptions include access to AI role-play simulations, AutoQA call scoring, the coaching inbox, analytics dashboards, and standard integrations. Enterprise plans include additional customization, dedicated support, and advanced security features.

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