Insights & Best Practices from

Hey Harvey’s AI Lab

Our blog is your go-to resource for mastering customer service with AI-driven training. Dive into expert tips, real-world scenario breakdowns, and behind-the-scenes updates on how Hey Harvey is evolving to help you communicate with confidence and empathy.

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Recent Posts

April 28, 2025

How AI is Revolutionizing Customer Support Training

AI customer support training is a modern way of teaching customer service teams using artificial intelligence. Instead of relying only on traditional workshops or manuals, AI tools create interactive and personalized training experiences. These systems can simulate real customer conversations, give instant feedback, and help support agents build their skills in a more neutral way.

June 3, 2025

5 Ways to Use AI Roleplay for Soft Skills Development

When it comes to customer service, technical skills will only get your agents halfway there. The real magic? It lies in the soft skills; empathy, active listening, patience, and tone. These are the human touches that turn a frustrating call into a five-star review. The problem is, traditional training methods just don’t cut it anymore. You can’t teach emotional awareness with a slide deck. And scripted roleplay? Most of it feels forced and awkward. That’s why AI soft skills training is gaining serious traction.

May 23, 2025

The Metrics That Matter: Evaluating Agent Growth with AI

Support agent performance isn’t about memorizing scripts. It’s about knowing how to handle a tough call, how to calm down an upset customer, and how to find the right solution under pressure. And that’s where AI is flipping the game on its head.

May 16, 2025

How Can You Improve Call Center Agent Performance?

Today’s call center agents are under more pressure than ever. They’re expected to be fast, friendly, knowledgeable, and empathetic all at once. Without the right support, it’s no surprise that performance and morale can take a hit. Understanding these challenges is the first step to building better training programs and finding the right call center productivity tools to support your team.

May 8, 2025

Why Voice Simulation Is the Future of Agent Training

Voice-based customer service training is now making it possible for call center agents to learn in a more interactive, engaging, and realistic way. Instead of just reading or role-playing with a colleague, agents can now talk to AI-powered voice simulators that sound like real customers. These smart systems respond naturally and adapt based on how the agent handles the conversation, giving instant feedback and highlighting areas for improvement.