BETA: How to create and manage AI Trainer

Business admin, Enablement manager

Enable Essentials*

AI Trainer is an AI-powered practice environment that helps your sales team 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 conversations from your company.

Each training is made up of lesson and practice modules. You can create lessons and practice scenarios tailored to your organization’s needs—whether it’s 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:

• Reps receive structured feedback through Gong automatic review scorecards and can repeat practice sessions until they’re confident.

• Managers gain visibility into trainee progress, scores and completion rates.

• Sales enablement can identify performance trends to ensure training programs are driving real impact.

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 build AI Trainer

Coaching > Manage trainings

To create your training, you can use a combination of lessons and practice modules for the trainee to complete:

1. Click + New training.

2. Give your training a Name and Short description.

3. 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.

4. Click Add module to add either:

   1. Lesson: Text and image based learning.

   2. Practice: A scenario-based simulation

5. 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.

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

Creating a lesson module

Once you’ve added a Name, 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 and giving it a Name, click Create scenario to get started.

There are a few main stages to creating your scenario:

• Scenario basics

• Buyer details

• Scenario details

• Background for 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.

Your scenario includes several components:

1. Description: Describe the overall goal of the  practice, and context of the call. 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.

2. Call links. 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.

3. More information. 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 will take a few minutes to create and load the next page.

Buyer details

Continue to prepare your scenario by editing these Buyer details:

1. Name. You can use the default name or update to any name you want.

2. Image. Choose from a list of male and female images.

3. Voice. Choose from a list of voice profiles.

4. Buyer profile. Includes a complete description of the buyer–including role, personality, and motivations. This will be prefilled with information from your selected calls and snippets, and you can edit them as needed.

5. Situation. Includes background about the buyer’s company, household situation, or general buying context. This will be prefilled with information from your selected calls and snippets, and you can edit them as needed.

6. Difficulty level. Defines how readily the buyer engages and shares information during the role-play. Select from Easy, Medium or Hard.
   

Scenario details

The scenario details are found directly after the buyer details. All sections are prefilled with information from your selected calls and snippets, and you can edit them as needed.

1. Conversation goal. Describes the goal and type of sales conversation.

2. Buyer challenges. Explains the buyer’s situation, concerns or possible responses.

3. Trainee company context. Gives realistic context about your company from the buyer’s point of view.

Background for the trainee

You need to manually complete this section. This is shown to the trainee before they start the practice and gives them the information they need to dive right into the conversation.

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.

1. Click Give it a try to practice talking and Stop when you’re done.

2. If adjustments are needed, edit the persona details, objectives, or scenario on the left of the screen.

3. If you want to start again with the scenario basics, click Redo scenario inputs. This will clear any edits you made.

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

5. Click Save scenario.

Choose scorecard

Once your scenario is saved, you will be taken back to your practice module, where you will need to choose from your automatic review scorecards to review the trainee.

Assign training to your team

Once your AI trainer is ready, you can start assigning it to individuals.  

1. Go to the main settings page, find the relevant training and click .

2. Select Manage assignments.

3. Click Assign to people.

4. Select a team or individual.

5. Choose a due date by which the training needs to be completed.

6. Click Save.

*The features available to you depend on your company’s plan and your assigned seats.