---
title: "Practice customer calls with AI Trainer"
slug: "practice-customer-calls-with-ai-trainer"
updated: 2026-05-18T12:54:38Z
published: 2026-05-18T12:54:38Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gong.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Practice customer calls with AI Trainer

> **Who can use this**: Any team member
> 
> **Available on**: Enable
> 
> **Ideal for**: Sales rep, Sales manager, Sales leader, Enablement manager

AI Trainer gives you a realistic space to prepare for customer conversations before speaking with real buyers. You practice with an AI customer that responds dynamically based on real interactions from your organization, so scenarios reflect the situations you’re likely to encounter.

You can repeat scenarios as many times as needed to refine your messaging, handle objections, and build confidence. Trainings may include lessons and practice modules–interactive simulations tailored to onboarding, new messaging, specific personas, or upcoming conversations.

If a scorecard is included, each session is evaluated automatically and provides immediate feedback. Once you submit your final attempt, your completion and performance are tracked by your manager or enablement leader. Opportunities for improvement may be highlighted.

## Access your training

Your enablement team or manager will assign your training, which can be accessed here:

1. Go to **Coaching** > **My trainings**.
2. You’ll see all your assigned, in progress, and completed training. You’ll be able to see the due date for your assignment.
3. Click **Open training**. ![Overview of training progress with highlighted open training and due dates.](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/open training from Trainings.png)

You’ll also receive an email as soon as a new training has been assigned, telling you that new training is ready for you. Click **Lets go!**

Once you open your training:

1. On the left, you’ll be able to see the number of modules you need to do before you complete your training. These include a mix of:
  1. **Lesson**: Text and image based learning.
  2. **Practice**: An AI scenario-based simulation.
2. If there is an overview of the training purpose, you'll see it first. You can then move through the modules using **Next**. While you can’t skip modules to get ahead, you’re able to click **Back** to repeat modules that you passed. ![Overview of the AI Trainer micro learning module with a navigation button to proceed.](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/Initial page.png)

## Complete a lesson

You’ll need to complete all the necessary reading before you can click **Next** to move onto the next module. The lessons are essential preparation for the practice sessions which are scored.

## Complete a practice session

When you open a practice, you'll eventually engage in a realistic conversation with an AI customer.

![User interface for training practice with a VP of sales, featuring a start button.](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/New screenshot feedback 1(1).png)

1. On the right of your screen, you’ll see important areas of information.
  - **Feedback**. Includes:
    - **Practice coach**. Get immediate, conversational feedback from an AI coach, based on your completed practice session.
    - **Scorecard**(available only if a one was added during training setup.) Practice sessions are scored by an automatic review scorecard, and you can view all the questions here. These can be the same scorecards used for real calls, ensuring consistent and objective feedback.
  - **Background**. Background information provides key details about the company and contact, so you can dive straight into the scenario.
2. Before you begin, you can see how much time has been set for your practice call with the AI customer. The duration will be between 5 and 30 minutes.
3. Click **Start** once you're ready. The background information will show up again, click **Start recording**.

> [!NOTE]
> Note:
> 
> The background and scorecard is available at any time during training by clicking the side panel open with **<**.
4. Click **Stop recording** when you’re finished or want to start again.
5. If a scorecard was added, AI Trainer will now evaluate your practice session and give you both an overall score, as well as a breakdown of the main elements of the scorecard.
6. You can click **Let's talk**to talk through the results with your practice coach. Ask follow-up questions, and get a breakdown of the practice session you completed, including:
  - What went well: Highlights strengths and effective moments from your conversation.
  - What could be improved: Identifies areas where you can refine your approach.
  - Try this next time: Suggests one practical action to focus on in your next attempt.

> [!NOTE]
> Note:
> 
> - Practice coach is available after every practice session.
> - If a scorecard is included in the scenario, both the scorecard and practice coach are available on the same results page.
> - Feedback is private and only visible to the trainee.
7. You have the choice to **Go again** to complete the practice again.
8. Click **Next** to continue to the next module, or **Finish** if it’s the final module.

![User interface displaying training progress and feedback for a sales practice session.](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/Updated last page(1).png)

## Submit your training

Once you’ve completed the entire training, Click **Finish** to see your score for all the practice elements.

![Completion message indicating training steps are finished and submission instructions.](https://cdn.us.document360.io/2837c190-3ec8-4120-9116-6d427e774667/Images/Documentation/completed screen.png)

You can now either:

- Click **Back to training** to try practice sessions again. You’ll be able to try them out as many times as you like before submitting your results to your manager.
- Click **Submit training**. The designated recipient will now be notified that you’ve completed the training. After you click **Submit training**, you can return to the completed course and re-enter the training page to redo any practice sessions. You can resubmit your score at any time — only the most recent score will appear on the assignment page, and resubmitting will trigger a new notification email to your manager.

> [!NOTE]
> Note:
> 
> If you don’t click **Submit training**, your progress will be saved for up to 90 days so you can return and finish later. After 90 days of inactivity, the training will reset and any progress will be cleared.

### Additional support

The Gong Academy includes a dedicated [AI Trainer course](https://academy.gong.io/learn/course/master-your-skills-with-gongs-ai-trainer/master-your-skills/with-gongs-ai-trainer) to help you get the most out of your practice sessions.

## Tips for effective practice

- **Minimize background noise**: Practice must be done in a quiet place. If there is background noise it will effect the AI experience.
- **Practice sessions are private**: Your practice attempts are only visible to you until you submit a final recording. This gives you the personal space to make mistakes and learn without pressure. Here are some tips to help you:
- **Treat it like a real call**: Engage authentically with the AI as if it were an actual customer The more realistic your practice, the more effective your learning.
- **Practice multiple times**: Your first attempt might not be your best. Use AI Trainer's unlimited practice to refine your approach, try different techniques, and build confidence.
- **Focus on feedback**: Review your scorecard results carefully after each session, and identify specific areas to improve before practicing again.
- **Track your improvement**: Compare your scores across multiple attempts to see your progress and celebrate your growth.

Any team member can access this feature if they have the required permissions.

Gong Enable scales winning revenue behaviors through AI coaching and targeted enablement. It accelerates ramp, boosts performance, and ties enablement initiatives to real business outcomes. Access to features depends on your [company’s plan and your assigned seat](/v1/docs/plans-and-seats).

A quota-carrying sales representative who manages client relationships. Reps can be Account executives (AEs) or Sales Development Representatives (SDRs).

A team member who manages a team of sales reps.

Any leadership role within the sales organization: Directors, VPs of Sales, Revenue Officer (CRO).

A team member who equips customer-facing teams with the training, content, and guidance they need to effectively deliver messaging and processes in their day-to-day work.