Introduction AI Call Agent
Student workers are being prepared for the most challenging skill: answering the phone
For the 35 student workers starting at AXA this summer, this often marks their first professional work experience as well as their first experience with professional phone calls which, research has shown, can cause anxiety about making calls. Trendwolves developed a new tool, which was approved following a pilot study by Professor Gino Verleye, to help them lower that barrier and make their first calls with greater confidence.
At many companies, employees are in daily contact by phone with customers who need advice or have specific questions. At the same time, we’ve noticed that making phone calls has become less and less natural for many young people just starting out. That’s why Trendwolves, in collaboration with AXA, conducted a study last year to assess phone anxiety among young people. The study revealed that nearly five in ten Belgian young people (49%) between the ages of 18 and 25 prefer to send an email or text message out of fear of having to make a phone call.
Today, we’re taking the next step to help overcome that fear: with an AI call agent, student workers can practice realistic phone conversations before speaking with a real customer.
As an insurer, we see every day how important phone communication remains. At the same time, we see that many young people today have less experience with it than previous generations.
says Els Jans, HR Manager at AXA Belgium.
We didn’t just want to acknowledge that this barrier exists; we also wanted to offer a concrete solution that helps young people build confidence before they have their first customer conversation.
Practice Without Stress, With Feedback
To lower that barrier, Trendwolves developed an AI call agent. The tool simulates realistic phone conversations and lets users practice at their own pace, without the pressure of a real customer or a group of colleagues listening in. After each conversation, participants receive immediate feedback on aspects such as their conversation structure, listening skills, questioning, and tone. The feedback always consists of three parts: strengths, areas for improvement, and a reflection question that encourages further growth. The AI tool does not completely replace traditional role-playing, but serves as an additional intermediate step that gives young people the chance to gain experience in a safe environment first.
Learning by Daring
According to Trendwolves, the tool specifically addresses an important psychological barrier: the fear of making mistakes while others are watching or listening.
The hardest part is often not knowing what to say, but the feeling that you’re being judged while you’re still learning.
says Maarten Leyts.
By removing that social pressure, young people dare to practice more and make more mistakes. That’s exactly why they learn faster.
Ten Realistic Scenarios
The AI call agent includes ten detailed conversation scenarios. Some of these are based on situations relevant to the insurance industry, such as questions about reimbursements, travel insurance, or claims. In addition, the tool also includes familiar everyday situations such as making a restaurant reservation, scheduling an appointment, or contacting customer service. By offering different contexts, participants learn to apply the underlying communication skills in a variety of conversations.
Positive Initial Feedback
The initial feedback from student workers has been positive.
I was really nervous about answering the phone,
says Kenza Moha, a student worker at AXA.
With the AI, I was able to practice first without anyone hearing me. That made me feel much more confident when I had to handle real calls.
From Internal Training to Education
The AI call agent is part of the broader Dare To program, through which we aim to boost young people’s self-confidence and communication skills. Following a pilot at the coast this summer, the initiative will be expanded later this year to various educational institutions, including UCLL Diepenbeek, PXL Hasselt, and ICHEC Brussels. There, the AI tool will be used in combination with workshops, coaching, and interactive activities.
We’re noticing that more and more students feel anxious about making phone calls, even though companies still consider this an essential skill.
says Inge Henrotay of UCLL.
Even outside the professional context, making phone calls remains an important skill that contributes to young people’s self-confidence. Through Dare To Call, we want to help students overcome that anxiety and feel more confident.
Scientifically Tested
The AI call agent was tested by a panel of young people between the ages of 18 and 25, evenly divided between Dutch-speaking and French-speaking participants. They conducted calls using the tool and evaluated their experience. The research was conducted in collaboration with Professor Gino Verleye (UGent), a professor of statistics and research methodology.
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