Case Study: Sallie Mae achieves faster agent training and certification with Zenarate AI simulation

Sallie Mae cuts certification time from 2.5 days to 2 hours with Zenarate

Sallie Mae, a leader in private student lending, faced a challenge in its agent training process. The company's training was heavily reliant on inefficient classroom time and awkward, unscalable human role-play exercises. They partnered with Zenarate to adopt its AI Coach conversation simulation service, seeking to make active learning scalable and drastically reduce the time it took for new and tenured agents to become proficient and certified.

By implementing Zenarate's AI-driven simulation, Sallie Mae transformed its training. Agents could practice real-life customer conversations with an unbiased AI Coach, which allowed for scalable skill development. The results were significant: Zenarate helped Sallie Mae reduce agent certification time from 2.5 days to just 2 hours, improve speed to proficiency by 56%, increase conversion rates by 22%, and reduce employee attrition by 32%.

Sallie Mae