Traditional support training often struggles to keep pace with changing customer needs, unexpected scenarios, and growing demands on support teams. Developing training content can be time-intensive, expensive, and difficult to tailor to different roles and experience levels. As AI evolves, organizations now have an opportunity to use their own customer data to create more realistic, adaptable, and scalable learning experiences. In this interactive workshop, Awasi Ambei, Head of Customer Service at Santa Clara Valley Transportation Authority, will explore how “synthetic customers” can be created using historical customer feedback and internal data to generate AI-powered personas and targeted training scenarios. Through practical examples and a hands-on framework, attendees will see how AI can support onboarding, ongoing development, and manager training while reducing the effort required to maintain learning programs. What this session will cover: - Turning historical surveys and customer data into realistic AI-generated customer personas - Using synthetic customers to support onboarding, ad hoc learning, and long-term team development - Reducing the time and cost required to create and maintain training resources - A practical walkthrough and reusable framework attendees can apply within their own organizations