How to create and manage AI Trainer

Who can use this: Business admin

Available on: Enable

Ideal for: Enablement manager

AI Trainer is an AI-powered practice environment that helps go-to-market teams build confidence and refine their skills before engaging with customers. Unlike traditional training methods that rely on manager availability or practicing on low-quality leads, AI Trainer provides your reps with realistic, interactive roleplays based on actual customer interactions captured in Gong.

Each training is made up of lesson and practice modules. You can create lessons and practice scenarios tailored to your organization’s needs, for example—onboarding new reps, introducing updated messaging, refining objection handling, or preparing for specific customer personas. Trainees then practice with an AI persona that responds dynamically, just like a real prospect. This approach delivers clear benefits across your team:

• Realistic practice scenarios: Reps engage with dynamic customer personas based on real conversations from their organization, reflecting likely objections and behaviors.

• Consistent, structured feedback: Sessions are evaluated using Gong AI call reviewer, providing objective feedback aligned with live-call standards enabling repeat attempts, and making it possible to track behavior changes.

• Scalable training delivery: Enablement teams can deliver structured programs across teams and regions without relying on manager-led roleplays.

Who can build AI Trainer

Editing permissions are needed in order to add, edit and delete trainings. Admins can manage access from Business settings in permission profiles.

How to create AI Trainer

Lessons and practice modules can be combined in different sequences to create structured training tailored to specific roles or skills. Here’s how:

1. From the left sidebar, click Coaching, then select Trainings.

   

   Note:

   You can also create the AI Trainer from Admin center > Agent Studio.

   Hover over the AI Trainer card, and click Settings.

2. Click + New training.

3. Give your training a Name and Short description.

4. Provide an Overview of the training goals and objectives (optional).

   Note:

   While this section is optional, an overview sets the tone for the trainee and gets them excited about the training they’re about to start.

5. Click Add module to add either:

   1. Lesson: Text and image based learning.

   2. Practice: A scenario-based simulation

6. Add a name to your module. See below for step-by-step guidance on creating each module type. Each module is saved automatically, so just click Add module to add more.

7. Once all your modules are added. Click Save training in the top right corner.
   

Creating a lesson module

Add text to create your Lesson. This is everything you want the trainee to read before jumping into the practice scenario. Use existing training content by cutting and pasting it in, or create new content.

Include bullets, formatting, and links to make the text easy to read. Images are important to make lessons engaging for trainees.

Creating a practice module

After adding your practice module, give it a Name, and click in Scenario name. From here you can:

• Search for an existing scenario, which you can also edit, or duplicate.

• Click New scenario to create one from scratch.

• Choose a scorecard. Choose from your automatic review scorecards to review the trainee.

Scenario basics

Gong AI uses the information and links that you add here to build the practice scenario. You’ll be able to add or edit more information about the customer persona and the scenario context in the next screen.

Here you can add:

• Description: Outline the goal and context of the call. Be specific — if there’s something important you want the AI to say or reflect, include it here. For example:

  • An AE running a first discovery call with a CFO who believes your solution is too expensive and is only joining the call to ‘compare vendors.’ Your goal is to uncover real financial pain, create urgency, and secure a committed next step.

  • Improve trainee’s ability to handle customer objections during a follow-up call.

• Call links (optional). Paste links to Gong calls and snippets that are typical for this situation. Use snippets for more accurate AI results, especially ones where the prospect is saying things relevant to your overall training goals. Click Add link after each.

• More information (optional). Add additional information or context. Existing material on the required skills can be cut and pasted here.

Once you’ve completed this stage, click Next to continue. It takes a few minutes to create and load the next page.

Scenario details

All sections are prefilled by AI with information from the scenario basics, and you can edit them as needed. For example, configure the contact persona to shape how they behave during the practice scenario.

• Contact persona: Defines who the trainee is speaking with, including title, responsibilities, motivations, and communication style. You can also update the name, image, and voice. Click Edit persona to update:

  • Name: Use the default name or enter a custom name for the buyer.

  • Image: Select an avatar from the available image options.

  • Voice: Choose a voice profile to define how the buyer sounds during the simulation.

    

• Customer company: Provides company context such as industry, size, initiatives, challenges, and buying considerations.

• Meeting objective: Define what success looks like for the trainee in this conversation, such as uncovering challenges or securing next steps.

• Meeting scenario: Describe why the meeting is happening now and frame the customer’s mindset (for example, discovery call or renewal discussion).

• Relationship background: Any relevant prior interactions or account context.

• About our company: Include positioning, messaging, or solution details the trainee should incorporate.

• Difficulty level: Select how receptive or resistant the customer persona will be during the simulation (Easy, Intermediate, or Advanced).

• Background for the trainee: Provide the information shown to the trainee before the session begins, including who they are speaking with and the conversation objective. This gives them the information they need to dive right into the conversation. Click Regenerate to generate a new version of this content, this is especially important if you have adapted the text in the earlier fields.

Click Save scenario to save any updates.

Test your AI practice scenario

Before publishing a scenario to your team, it's important to test it to ensure the AI persona responds appropriately and the evaluation criteria align with your training goals. The practice scenario allows you up to 9 minutes to engage with the AI customer.

Tip:

Ask a sales leader to test the practice scenario to ensure that it feels realistic. Send them a link to the training so they can see how the training looks and practice as the trainee would.

1. Click Test to practice talking and Stop when you’re done.

2. If adjustments are needed, edit the scenario details on the left of the screen. The test will automatically be updated with changes.

3. Redo scenario inputs: Resets the scenario to its original inputs and clears your edits.

   If you’re looking for a significantly different scenario (for example, based on different calls or context), create a new practice module.

4. Test again until you're satisfied with the experience.

5. Click Save scenario and close the screen.

Click Save training, once you have completed creating and testing your new training.

Manage a training

1. Once saved, you can manage your training in several ways from the Trainings tab.

2. Go to Trainings.

   

3. Find the relevant training and click .

4. From here you can perform several actions on the training:

   1. Edit. Open the training to update content or modules.

   2. Duplicate. Create a copy of the training that you can modify without affecting the original.

   3. Manage assignments. View, assign and track who the training is assigned to, the completion status and assign training. See below for more details.

   4. Preview. Launches the training in a new window, allowing you to experience it as a trainee.

   5. Copy link. Copy a direct link to the training to share with others.

   6. Download CSV. Export assignment and completion data as a CSV file.

   7. Delete. Permanently remove the training by clicking Delete training. This action cannot be undone.

Manage assignments

Once your training is ready, you can start assigning it to individuals and track their progress on the Assignments page.

Select the relevant training and choose Manage assignments. You can also go to the Assigned column and click .

From here you can:

• Copy the link. Anyone can access the training using this link, but they are only added to the assignment list if they submit the training.

• Preview. Launches the training in a new window, allowing you to experience it as a trainee.

• Assign. Click to assign training to a team or individual. Choose a due date by which the training needs to be completed and click Assign.

  

• Click a trainees score to listen to the call.

• Bulk actions: Select the checkbox next to one or more trainees to update the due date or remove their assignment at the same time.