Preparing a support team for the moments when emotions run high
A $2 billion betting and gaming company moved from passive e-learning to metric-driven interactive practice.
What stood in the way
Onboarding here is a race against the clock: seasonal agents have to bridge technical terminology and the emotional reassurance bettors need, fast.
Standard e-learning modules typically see a low 20% completion rate, and static manuals give agents no safe way to practice de-escalating a “Grievance Holder” or an “Angry Escalator.”
Without active practice, research suggests employees forget 70% of passive training within 24 hours.
What Creatium changed
Trainees could fail and retry scenarios with difficult personas (an “Angry Escalator” threatening to sue, say) until they mastered the objective, with no real-world risk.
The AI personas responded dynamically to input. Use personalization and build rapport, and the persona de-escalated; be dismissive, and it grew more frustrated.
The platform gave immediate feedback on tone, word choice, and value articulation: a continuous loop of improvement. Sessions ran a tight 9.6 minutes, high-intensity practice that matches how people actually retain information.
What changed for the team
“Creatium lets us keep up with the pace of our business without lowering the bar.”
Results reflect this deployment, measured against industry benchmarks.
What the team got back
The platform’s data gives the team measurable insight into performance: sessions where trainees used high-empathy indicators scored 6.5 percentage points higher in overall success than those that didn’t.
By optimizing sessions to an average of just under 10 minutes, the team reached 14 hours of high-impact training without the scheduling constraints of live workshops.
