Cultivating 'Phone-Savvy' New Graduates: Forval, a Leader in SME DX, Adopts 'SAPI Roleplay' for New Employee Training

Sapeet Inc.'s generative AI-powered roleplay service, 'SAPI Roleplay,' has been implemented by Forval Co., Ltd. In recent years, as phone communication opportunities decrease among younger generations, more new graduates are facing psychological barriers to handling phone calls. This issue is particularly pronounced at Forval, which provides comprehensive services ranging from IT equipment maintenance to management consulting. Given the complexity of customer inquiries, the customer concierge center requires instant decision-making, which has been challenging for new employees. To address this, Forval decided to implement SAPI Roleplay to foster practical judgment beyond mere script memorization. Key benefits include the ability to use existing training materials, natural AI-avatar interaction without lag, psychological safety through repetitive practice, and progress visualization via a dashboard. Forval has designed 20 random scenarios for initial call handling, and employees must achieve a score of 80 or higher in the AI roleplay before advancing to in-person tests, effectively optimizing training resources. Forval representatives noted that AI-driven objective evaluation has standardized training and reduced the workload for instructors. Moving forward, the company aims to expand the scope to secondary call handling and explore deployment in other departments.