Introducing AI Coaching: Practice the Calls Your Team Keeps Losing
The short version: AI Coaching is live in Salesfinity. Every rep gets a short plan for today on their biggest gap to the top of their team: hear how a teammate handled it on a real call, practice it on a short call with an AI prospect, then use it on the next real call. Managers see where the team is losing calls and hand out the practice that fixes it in a few clicks. It replaces AI Training, on Gold, Enterprise and Enterprise+.
Alex's plan for today: hear how Maya got past "Just send me an email", practice it for 3 minutes, then use it on the next calls. All names and numbers are made up.
Same objection, same lost call
Every rep knows the moment. The prospect says "just send me an email", you say "sure", and the call is over. It happens again on Tuesday, and on Thursday. Somewhere on your team, someone gets past that line and books the meeting, but nobody has time to listen to every call and tell you what they say.
AI Coaching does that listening for you. It works from your scored calls (by default, calls over a minute that a person answered). As they add up, it learns your biggest gap, who on your team does it best, and which real moment to play you, and turns that into a few minutes of practice before your next call.
For reps: a plan for today
Open Coaching in your sidebar and you land on My coaching. The first time you open it each day, it builds Your plan for today, usually three steps:
Hear it. A short clip of a teammate doing it on a real call, cut around the moment that worked.
Practice it. A short practice call picked for that skill or objection, usually a few minutes.
Use it. Ari listens for it on your next real calls and tells you how it went, right on the card: You got past it on 2 of 3 calls today. Nothing to click.
The focus is the skill with the biggest gap between you and the top of your team on real calls over the last 30 days. When that's handling objections, it narrows to the objection that ended most of your calls this week. Until you have 10 scored calls of your own, the plan starts from the objection ending most of your team's calls, and it says so. If a training plan is due within 3 days, its next practice call comes first.
See where you stand
Once you have 10 scored calls, Where you stand on real calls puts every skill on one line: you, the team average and the top rep on your team, biggest gap first. Pick a skill to see What Maya does that you don't in plain numbers, like how often she gets past the objection or asks a question right after hearing it, with her clip one click away.
Handling objections is Alex's biggest gap: 62 next to a team average of 70 and Maya's 84.
Above it, Your week, next to your team shows conversations, meetings booked, the share of conversations that became meetings, and the days you practiced, each next to your team's average and its best number. Practice two working days in a row and a streak shows up in the header.
Practice calls that sound like your prospects
A practice call is a live voice conversation with an AI prospect. You get a brief first (who they are, your goal and what you're scored on) and the screen says it plainly: Practice only. No real call is made. Prospects come in four levels: Easy, Normal, Hard and Very hard. On Hard they push back twice and hang up if you pitch for about 30 seconds without asking anything.
The Practice tab has three kinds:
Your team's, built by your manager.
Salesfinity built-ins, like The first 10 seconds, Get past the front desk, "Just send me an email", Leave a 30-second voicemail and The first 3 seconds after a connect for parallel dialing.
From your team's calls: prospects rebuilt from real calls, with the tone, objections and pain points they actually had.
You can also practice the call you just lost. Open it in Call history and click Practice this call, or use the card the Dialer shows after a call of 30 seconds or more that you log as Not interested or Do not call again. Ari plays that prospect with what they actually said. During a dialing session, the card saves the call so you can practice it when the session ends.
And before you start dialing, the Dialer can offer a warm-up of up to 3 minutes, picked from how your calls went wrong the day before or from today's plan. It shows at most once a day, and you can skip it.
Feedback, usually in under a minute
Hang up and you go straight to your feedback. No star ratings, no forms. It usually lands in under a minute:
A score against the score to pass, 75 unless your manager set another.
How each part went on the skills that practice call is about.
Moments to look at: up to three moments from your own call, each with what they said and what you said. The ones to fix come with Try saying and a better line.
Redo from here restarts the call at that moment. The prospect picks up from their line, and only what you say from there is scored.
Alex's first try scores 68. One fix, Redo from here, and the second try passes at 81.
Practice is private. Your manager sees how often you practiced and your best score on each training-plan step, and hears an attempt only when you submit it.
For managers: coach the whole team in minutes
See where the team is losing calls
Owners and admins land on Team. It shows who practiced this week, the team score on real calls, and Skills on real calls: every rep against every skill once they have 10 scored calls, colored by score, with practice this week and the trend. Click a score to open that rep's calls, lowest on that skill first.
When a pattern shows up, Ari suggests flags it above, like Four reps keep losing calls at "Just send me an email", a rep who stopped practicing while a skill slipped, or a call worth sharing with the team. Each card has the button to act on it, and nothing reaches your reps until you click it.
Taylor turns Ari's suggestion into a practice call and assigns it to the four reps who lost those calls.
Turn one sentence into a practice call
Click New practice call and describe the prospect and what the rep should get out of the call:
A busy VP of Operations at a 300-person logistics company. Uses the email line to get off every call. The rep should book a 15-minute call.
In up to 10 seconds Ari drafts the whole thing: the prospect, the situation, the goal and the objections your team actually hears, each with a count like heard on 14 calls. You can also start from a real call or from a contact in your lists. Change anything, try the call yourself, then Save to Practice.
When an objection comes up on 10 or more of your team's calls in a week and no practice call covers it, the Practice tab flags it, with one button to draft them all for you to review.
Training plans and certificates
A training plan is a short list of steps: clips to listen to, practice calls each with a score to pass, and a due date. Pick the reps, and they get it in Salesfinity, plus a reminder two days before it's due. Six ready-made plans are there to start from:
First two weeks for new SDRs
Handle the 4 objections we hear most
Get certified on cold calls
Practice a new pitch
Warm up before you dial
Friday team challenge
Add a certificate and practice gets reps ready, while real calls earn it: a rep is certified when they pass the practice calls and then average your bar across their next real calls (10 by default). If you like, a certificate can unlock parallel dialing, up to 5 lines, never above what each rep's license allows. Nobody loses lines unless you turn on the lock and confirm it, with each rep who'd lose lines named.
You can also keep a plan assigning itself: for example, to anyone whose objection handling stays under 65 for two weeks. It's off until you turn it on, works on your own or customized plans, and only picks reps with 10 or more scored calls.
Learn from your best calls
Best calls is where the calls worth hearing live. Managers cut the moment that worked from any scored call with a recording, add a note, and put it in a playlist. Clips from calls of 30 seconds or more have Practice with this prospect. Each week Ari suggests new clips from the team's best calls, and a playlist can update itself every night, for example with the calls from the last 30 days that scored 85 or more and booked a meeting.
The Leaderboard ranks reps on one skill at a time, on real calls only, so practice never moves anyone up. Learn from the best at this shows the top 3 with a line on what they do, their best call, and Ask to listen in: if they say yes, you listen in, muted, for 15 minutes the next time they dial on the Salesfloor.
The leaderboard on handling objections, then a Best calls clip with Practice with this prospect under it.
What counts
AI Coaching is only as good as the numbers behind it, so we kept the rules strict:
Real calls only. Skill numbers and ranks come from scored real calls. Practice never counts toward them.
Scored calls. By default Salesfinity scores calls longer than a minute that a person answered. You can change that in your call scoring settings.
Enough calls first. Your own numbers show after 10 scored calls, and a rep is ranked after 20 scored calls in the period.
Your scorecard. Real and practice calls are scored on your team's own scorecard and skill names.
Private practice. Reps retry as often as they like. Managers see how often reps practice and their best training-plan scores, and hear only the attempts reps submit.
How to start
Reps:
Open Coaching in the sidebar.
Follow Your plan for today: hear it, practice it, use it.
Try a built-in practice call on the Practice tab, or practice your last lost call from Call history.
Managers:
Open Coaching and check Team.
Act on an Ari suggests card, or click Assign practice and pick a training plan.
Start a Best calls playlist with the calls you want every rep to hear.
Already on Gold, Enterprise or Enterprise+? Open AI Coaching and take your first practice call. Not using Salesfinity yet? Book a demo and we'll show you AI Coaching.
Frequently asked questions
Who gets AI Coaching?
Gold, Enterprise and Enterprise+ licenses. Owners and admins also get the Team view and build practice calls, training plans and playlists.
What happened to AI Training?
AI Coaching replaces it. In the app it's Coaching in your sidebar. Your team's existing practice calls are on the Practice tab under Your team's.
Do we need Slack?
No. Every coaching message arrives in Salesfinity. If your team connected Ari to Slack and Slack finds the person by email, they also get a Slack message; otherwise an email, between 8 am and 6 pm their time. Sharing a clip to a Slack channel needs Ari in your Slack.
Can my manager hear my practice calls?
Only the attempts you submit for a training plan. Your manager does see how often you practiced and your best score on each training-plan step, but not the calls themselves.
What languages do practice calls support?
English only.
Why do my skills still say Intro or CTA?
Teams that saved their scoring settings before this release keep the skill names they saved. An owner or admin can rename them in your call scoring settings.
Where do we turn off the warm-up or hide the leaderboard?
On the Scoring tab in Coaching. Owners and admins can switch off Suggest a warm-up before dialing and Show the leaderboard to reps, and set the score to pass.
What does the first week look like?
Practice calls, Best calls and training plans work right away. Skill numbers show once a rep has 10 scored calls, and the leaderboard starts when 3 reps have 20 scored calls in the period. Check that automatic call scoring is on first.