Beyond Role-Play: How AI-Powered Simulations are Transforming Corporate Learning

Erik Doyle, MBA, SPHR, CCP, Director Talent and Organizational Development, Patrick Industries, Inc

Erik Doyle, MBA, SPHR, CCP, Director Talent and Organizational Development, Patrick Industries, Inc

Colleen Berish, Director of Learning & Development at FCCI Insurance Group, brings deep expertise in instructional design, training strategy, and system implementation. With a strong background in business analysis and talent development, she has played a pivotal role in enhancing learning programs and driving professional growth across FCCI’s regional offices and departments.

In an exclusive interview with HR Tech Outlook she shared invaluable insights on replacing traditional role-play with adaptive, immersive training experiences that mirror real-world complexity and enhance leadership development, decision-making, and practical application.

Smarter Simulations, How FCCI Is Redefining Corporate Learning With AI

Role-play used to be the go-to for hands-on training but with the introduction of artificial intelligence (AI), simulations are getting a serious upgrade, offering learners realistic, real-time practice that adapts as they go. Traditional role-play can miss the mark in experiential learning since it relies on an instructor to explain the scenario and the objectives, while guiding the flow of activity; people rarely have an instructor sitting on their shoulders in real-life, to ensure success. AI powered simulations handle the scenario flow and character responses with realistic outcomes. At the most basic level simulations replicate real-world work and have existed for years in the form of case studies and role-play. It is considered experiential learning that links theory to practical application. With the introduction of AI, role-play is elevated to another level.

Simulations: From Role-Play To Real World

Traditional corporate learning relied heavily on role-play to practice a skill, such as having a difficult performance conversation; role specific scenarios, like a salesperson working through objections; or industry specific situations like providing a positive customer experience in a restaurant. These were usually classroom-based, face-to-face, instructor-led experiences.

Role-play as a learning tool has its challenges. It can be awkward and contrived with learners focused on “performing” rather than learning. Group settings can increase this discomfort, especially for people who dislike being the center of attention. AI is changing the rules of role-play in corporate training, turning this valuable tool into smarter, more engaging simulations.

The key features of simulations include scenarios and responses, learner safety, and feedback loops, all of which are smarter, more responsive and more realistic with the introduction of AI. One of the most important features is the feedback loop, where scenario responses incorporate immediate, targeted feedback to correct mistakes and reinforce strengths. The use of natural language processing (NLP) provides realistic dialogue and responses, providing an opportunity for someone to learn from their mistakes in an immersive learning experience.

“AI-powered simulations are no longer just a futuristic tool, they are today’s solution for creating immersive, adaptive, and outcome-driven learning experiences that reflect the real challenges of the workplace”

Simulations come in a few different variations ranging from simple coaching feedback models to more complex branching scenarios. Some learning platforms offer coaching feedback for learner specific scenarios. For example, a manager who needs to have a performance conversation with an employee can log into the tool, enter the situation, and receive coaching feedback based on an interactive conversation with the employee. AI simulates the employee response, allowing the manager to adjust their own response as they go along. Some models include the ability to pick the employee characteristics, such as confrontational or receptive, to further customize the coaching feedback. The addition of avatar characters enhances the realness of the scenario, adding facial expressions and body language into the mix.

High Impact Simulations

In my experience, there are two types of simulations that have a higher impact on strategic learning outcomes: business simulations, where learners make critical business decisions and see the immediate results of those decisions, and management simulations, where leaders manage teams during high-stakes projects for an optimal outcome.

An example of a business simulation is where a team of cross-functional department members must decide how to make a business unit more profitable or how the company can expand their product line. These simulations can be run over the course of several business periods (e.g., quarters, years or even decades) in a workshop environment, where the facilitator debriefs decisions and offers a different perspective.

In management simulations leaders are responsible for ensuring their team is successful in a high-stakes challenge, like a new system or major corporate change impacting the entire company. AI replicates different reactions from the fictious team of employees. Leaders can practice decision-making skills and make course corrections throughout all phases of the simulation. These are valuable in illustrating that leadership decisions are rarely made in a linear fashion.

Don’t Forget the Human Factor

In both simulation types above, the instructor debriefs decisions and results. The promise of AI simulation activities can advance learning by leaps and bounds, but human creativity customizes the learning experience for a specific industry or situation, and for targeted learning outcomes. Humans also provide the connection that creates accountability and encouragement to keep people practicing, along with expert coaches to provide human insights and expertise.

L&D leaders must be strategic when considering AI in simulations. Although L&D faces the same challenges with AI, those of bias, data privacy and ROI, they also have additional considerations around aligning simulations with business goals and focusing on learning outcomes, not just the technology.

AI for simulations continues to rapidly advance and quickly reshape learning through immersive experiences that mirror real-world complexity. As technology continues to mature, its role in learning and development will broaden while introducing new levels of engagement and effectiveness.