AXA GO Agent Sales Coach

AXA faced unprecedented attrition rates among sales agents, compounded by inefficient knowledge transfer across its entities.

Training methodologies were costly and often outdated due to constant changes in products, underwriting laws, and regulations. The goal was to create a Proof of Concept (PoC) leveraging AI-driven tools to enhance onboarding, improve retention, and validate scalable solutions.

Struggles

High Attrition Rates: Sales representatives struggled with outdated training materials, leading to disengagement and turnover.

Knowledge Transfer Challenges: AXA needed a dynamic system to keep training materials updated while ensuring agents could simulate real customer interactions effectively.

Insights

Dynamic Learning Paths: Highlighted how personalized AI-driven training can improve onboarding experiences by catering to individual agent needs.

Simulated Interactions: Showcased the importance of realistic simulations for enhancing onboarding retention and skill development.

Deliverables

Collaborative Development

Worked closely with developers and AI specialists to ensure technical feasibility and alignment with user needs.

Conducted UX research across five AXA entities (Germany, Spain, Italy, France, Switzerland) to uncover pain points and validate solutions.

AI Course Generator

Developed personalized training materials such as quizzes and tests tailored to individual learning paths.

Improved knowledge retention by adapting content dynamically based on agent performance and feedback.

Collaborative Development

Designed a tool to simulate realistic customer interactions using AI-generated personas.

Enhanced conversational skills and customer profiling, allowing agents to practice in a risk-free environment.

Outcomes

Internal Recognition

Won awards for innovation within AXA Group Operations

Approval for Next Phase

Secured approval to test the solution with a specific AXA entity.

Validated Feasibility

Demonstrated the scalability of AI-driven tools for addressing critical business challenges.

Pablo Fernandez Alvarez

Lead Designer

Apart from his technical skills, Rodrigo is open minded, communicative and always available to help his colleagues, skills that make him an excellent match for any team. Working with him has been a valuable experience, I learnt from him lots of his expertise in UI following all the years he’s been working as designer.

I would absolutely collaborate with him again in the future if we have the opportunity. I highly recommend Rodrigo Seoane to any team looking for an experienced product designer.