Tag: Customer Success Training

How Clari Improved GTM Conversation Quality by 36% Using Yoodli AI Roleplays

January 16th, 2026
TL;DR

Clari used Yoodli’s AI roleplays to help Sales and Customer Success teams practice high-stakes GTM conversations, starting with positioning and demoing its Revenue Cadences product, without adding manager overhead. After traditional enablement tools failed to scale coaching or measure readiness, Clari piloted Yoodli and then rolled it out more broadly using AI-scored roleplays and rubrics. The result was a 36% average improvement across five core conversation skills. In a live demo contest, participants who practiced with Yoodli were 5× more likely to place in the top 10.

The Challenge

Clari’s go-to-market teams are responsible for delivering complex, high-stakes customer conversations, especially as new, differentiated capabilities like Revenue Cadences are introduced.

While traditional enablement and LMS tools helped with content distribution, they fell short in critical areas:
- No realistic way to practice complex customer conversations
- Limited feedback on how messages were delivered, not just what was said
- Coaching approaches that didn’t scale without significant manager time
Clari needed a way to help customer-facing teams practice safely, improve quickly, and consistently deliver high-impact conversations, without slowing the business or overloading managers.

The Solution: AI-Powered Roleplays with Yoodli

Clari partnered with Yoodli to introduce AI roleplay and coaching across its go-to-market organization.

How Clari Used Yoodli

Phase 1: Customer Success Pilot (Revenue Cadences)

Clari began with a focused pilot involving a select group of Customer Success Managers (CSMs) to build organizational muscle around AI roleplay.

The pilot centered on helping CSMs effectively position and demo Revenue Cadences, a key Clari differentiator that enables customers to systematically manage their revenue workflows.

Clari worked with a top-performing CSM to define a model roleplay and identify five critical conversation goals:
1. Connected First Response: CSM references prior conversations when setting up the purpose of the session
2. Revenue Orchestration: CSM frames revenue cadences as the backbone of revenue orchestration
3. Revenue Cadences Overview: CSMs do a demo of revenue cadences highlighting business value and how users and revenue leaders use it
4. Revenue Cadence Configuration: CSMs demo how the operations team will set-up Revenue cadences
5. Close with Momentum: CSMs encourage customers to start using this functionality and offer to help
Using Yoodli, CSMs practiced these conversations and received AI coaching aligned to each goal.

Phase 2: Scaling to GTM & Product Demo Certification

Clari expanded Yoodli across its broader GTM organization, including Sales, Customer Success, and Professional Services.

One key initiative was a high-profile live product demo contest, where Yoodli was used to:
- Certify sellers on a new product demo using AI-scored role-plays
- Apply customizable rubrics to validate message alignment and readiness
- Identify and scale high-performing talk tracks across the team
Participation in Yoodli practice was optional, providing a natural test of engagement and impact.

The Results

Measurable Skill Improvement

In the CSM Revenue Cadences pilot:
- Average improvement of ~36% per goal across five core skills
- Average starting score: 54.4 / 100
- Average improvement: +19.6 points per goal
The most significant gains were seen in the Connected First Response skill, while Revenue Orchestration framing continued to be the top-performing skill, reinforcing Clari’s strategic strengths and highlighting targeted coaching opportunities.

Practice Correlated to Performance

During the live demo contest:
- Participants who practiced with Yoodli were 5× more likely to be among the top 10 finalists
- ~14% of participants used Yoodli, yet 70% of finalists came from that group
- Practicers averaged ~10 practice attempts, driven by ease of use and high-quality feedback
Even in an optional setting, Yoodli motivated deeper practice and delivered clear performance impact.

Qualitative Feedback

Across CSMs and GTM teams, feedback consistently highlighted:
- The realism of AI role-plays
- Ease of use and low friction to practice
- Relevant, timely, and actionable feedback
Overall experience, feedback quality, and learning impact all scored ~8/10 in post-program surveys.

The Impact

By integrating Yoodli into its enablement strategy, Clari was able to:
- Improve readiness for complex customer conversations
- Correlate practice directly to real-world performance outcomes
- Build confidence that AI roleplay works—even for strategic, high-stakes conversations
Looking Ahead

Clari continues to see ongoing value in Yoodli’s AI roleplays for its GTM Team.

This work builds on Clari’s strategic partnership with Yoodli, which brings AI-powered roleplays directly into Clari’s enablement ecosystem to support continuous, high-impact customer conversations.

Want to scale conversation practice and measurable readiness like Clari—without adding coaching overhead? Reach out to our team to see Yoodli in action and get a tailored demo for your next product launch, certification, or GTM program.
How RingCentral Cut Customer Support Call Certification Time by 90% Using Yoodli AI Roleplays

June 26th, 2025
TL;DR: RingCentral transformed its customer support onboarding by integrating Yoodli AI Roleplays. The company reduced call certification time from a full 8-hour shift to just one hour, achieving a 90% time savings. With realistic AI-powered conversations and automated feedback, RingCentral saw significant improvements in new hire readiness and call management skills.

Background

RingCentral, a global leader in cloud-based business communications, places a strong emphasis on delivering top-tier customer service. The onboarding team plays a crucial role in preparing new hires for live customer interactions. Historically, certifying mock calls required managers to manually observe and grade each session. This process could take up to 9 hours per new agent.

Challenge

The RingCentral onboarding team faced several key hurdles:
- Manual Certification Bottlenecks: Trainers were spending full workdays evaluating mock calls, which slowed down onboarding velocity.
- Scalability Limitations: As RingCentral grew, so did the number of new hires. This created capacity challenges and delayed training milestones.
- Stale Scenarios: Static scripts did not reflect real-world customer challenges, which limited the effectiveness of practice sessions.
To scale efficiently and maintain training quality, the team needed a faster, smarter, and more realistic way to certify new agents.

The Solution

RingCentral partnered with Yoodli to revamp its mock call certification process. Yoodli’s AI-powered roleplay platform provided:
- Realistic Simulations: Custom-built AI roleplays mimicked true-to-life customer-agent conversations, increasing the relevance of training.
- Automated Feedback: New hires received instant performance scores and coaching tips across key areas such as tone, clarity, empathy, and issue resolution.
- Time-Efficient Oversight: Supervisors used performance dashboards to track trends and review only the cases that needed human attention.
Implementation

The transition to Yoodli was fast and seamless:
1. Custom Roleplay Scenarios: RingCentral’s training team worked with Yoodli to design roleplays based on actual support conversations and pain points.
2. AI-Powered Certification: Trainees completed their mock calls in the Yoodli platform. They received immediate feedback and could retry until they met the quality standard.
3. Strategic Supervision: Managers shifted from full-length reviews to overseeing insights from the AI-generated evaluations, which saved time and allowed for more focused coaching.
Results

RingCentral quickly realized several key benefits:
- 90% Reduction in Certification Time: Certification duration dropped from 9 hours to just 1 hour per agent, streamlining the customer support onboarding process and accelerating time to proficiency.
- Up to 7 Hours Saved Per Certification for Managers and Enablement Teams: By replacing manual call reviews with automated AI evaluations, RingCentral’s training leads and supervisors saved up to 7 hours per certification. This freed up critical time for high-value coaching and strategic enablement activities.
- Improved Call Readiness Among New Hires: With realistic AI roleplays and real-time feedback, new support agents built stronger call handling skills earlier in their training, leading to increased confidence and performance on live calls.
- Scalable Training Program Without Compromising Quality: The enablement team expanded its onboarding capacity and supported more new hires without exhausting internal resources creating a scalable, future-ready training infrastructure.
Conclusion

By adopting Yoodli, RingCentral made its onboarding program significantly more efficient. The company saved time, improved skill development, and created a more scalable process for certifying mock calls. What once took an entire shift now takes just one hour, allowing RingCentral to ramp up new agents with greater speed and confidence.

Tag: Customer Success Training

How Clari Improved GTM Conversation Quality by 36% Using Yoodli AI Roleplays

TL;DR

The Challenge

The Solution: AI-Powered Roleplays with Yoodli

How Clari Used Yoodli

Phase 1: Customer Success Pilot (Revenue Cadences)

Phase 2: Scaling to GTM & Product Demo Certification

The Results

Measurable Skill Improvement

Practice Correlated to Performance

Qualitative Feedback

The Impact

Looking Ahead

How RingCentral Cut Customer Support Call Certification Time by 90% Using Yoodli AI Roleplays

Background

Challenge

The Solution

Implementation

Results

Conclusion