Simulation models
03
Customer Interaction
How do they engage with customers and respond?
The AI presents a customer service scene and follows up on each answer as the candidate explains their approach. It looks at how they think and decide when serving customers: what they check and suggest, and how they respond.
Unsure about a phone plan
Live Transcript
You're in sales at a mobile phone store. Explain how you'd approach this scene.
A customer in their 70s comes in: “My smartphone bill feels too high.” They're on the priciest plan, with unlimited calls and data.
Rate plan advice · Unsure about a phone plan: You're in sales at a mobile phone store. Explain how you'd approach this scene.A customer in their 70s comes in: “My smartphone bill feels too high.” They're on the priciest plan, with unlimited calls and data.
- AI: A customer in their 70s comes in, saying their phone bill feels too high. They're on the priciest plan, with unlimited calls and data. How would you approach this?
- Candidate: First, I'd ask how they usually use their phone: lots of calls, or video and maps? I'd hold off on price until I've heard that.
- AI: They say, “I call my daughter a few times a week. Otherwise, I just look at photos of my grandkids.” What would you say now?
- Candidate: “Thank you. In that case, we may be able to lower your bill. Shall we check your usage together?”
- AI: Checking together, you find they use only about 1 GB of data a month. They say, “But I'm worried I'll have trouble on a cheaper plan.” How would you proceed?
- Candidate: I think the worry is losing something they can do now. I'd explain exactly what changes on a cheaper plan, and check with them on the spot that they can still view their photos as before.
- AI: What if, after your explanation, they said, “I don't really understand, so I'll just keep it as it is”?
- Candidate: I wouldn't push them to change. I'd say they don't need to decide today, and write the comparison on paper so they can talk it over with their daughter.
- AI: The store's target is more higher-tier sign-ups. Would it be wrong to keep them on their current plan?
- Candidate: Targets matter, but paying for what they don't use isn't in the customer's interest. Long-term trust matters more for the store, too.
- AI: The customer switches to the cheaper plan. The paperwork takes about 30 minutes. What would you say to them while they wait?
- Candidate: I'd say, “While you wait, shall we go through anything you find confusing about viewing your photos?”
- AI: Why go over the photo features with them during the wait?
- Candidate: I felt their real goal wasn't just a lower bill. It was enjoying their grandkids' photos without hassle.
- AI: What mattered most to you in this scene?
- Candidate: Asking first how they use their phone, and choosing together what suits them, not the store. And remembering the decision is theirs.
A guest not eating · A guest not eating at dinner: You're a second-year server at a hotel restaurant. At a four-person dinner a company is hosting for clients, you notice one guest is barely eating.The host company's organizer made the booking and mentioned no foods to avoid.
- AI: Midway through dinner, you notice one guest is barely eating. Here are the booking notes. How would you approach this?
- Candidate: First, I'd check whether they're one of the invited guests. Then I'd find a discreet moment to ask, like when clearing plates, not in front of the others.
- AI: Why not ask in front of the others?
- Candidate: I think invited guests hold back for the organizer's sake and find it hard to mention food they dislike. Raising it at the table would only make it more awkward.
- AI: You ask while clearing plates, and they quietly say, “Actually, I'm not great with raw fish.” Sashimi is next. What would you do?
- Candidate: I'd tell the kitchen right away and ask whether that guest's dish could be swapped for something cooked, plated to look like everyone else's.
- AI: Why care how it looks, too?
- Candidate: If one person gets a different dish, the others will notice and start fussing over them. I'd like it to stay between that guest and us.
- AI: Would you tell the organizer?
- Candidate: Not during the dinner. Afterward, I'd ask the guest if I can tell the organizer for next time, and decide from there.
- AI: Finally, what mattered most to you in this scene?
- Candidate: Reading what the guest didn't say, so they could relax and enjoy the dinner, without making my efforts too obvious.
Canceled flight · Worried about a connection: You work at an airline's airport counter. Bad weather has canceled an evening flight, and a line has formed.The customer at the front is connecting to an international flight at 10:30 tomorrow. The materials show seats on alternative flights.
- AI: A cancellation has left a line at the counter. Here are the alternative flights. How would you approach the customer at the front?
- Candidate: First, I'd apologize for the cancellation and check when their connection leaves. Then we'd pick a flight together that gets them there in time.
- AI: Which flight would you offer first?
- Candidate: The other airline's flight tonight. Only two seats are left, so I'd quickly confirm I can hold one before offering it. Arriving tonight gives them room for tomorrow's connection.
- AI: They say, “Another airline makes me uneasy. I'd rather wait for tonight's last flight.” How would you respond?
- Candidate: I'd honestly tell them they're third on the last flight's waitlist and may not get on, then suggest holding a seat on tomorrow's first flight, just in case.
- AI: Why hold a morning seat as well?
- Candidate: So they can still connect if they don't get on the last flight. It leaves them room to choose.
- AI: Someone further back calls out, “Can you hurry up?” What would you do?
- Candidate: I'd tell those behind roughly how long the wait will be. For the customer at the front, I'd speed up the paperwork but not rush their decision.
- AI: Finally, what mattered most to you in this scene?
- Candidate: Staying focused on their real goal: making the connection. So I didn't promise anything I couldn't be sure of.
Cancellation call · Canceling a meal kit plan: You're in customer support for a meal kit subscription. A long-time customer calls to cancel.They say, “Lately, we just can't use it all.” The materials show their account history.
- AI: A customer has called to cancel. Here's their account history. How would you handle this call?
- Candidate: First, I'd thank them for their five years with us, and assure them up front I'll walk them through canceling properly.
- AI: Wouldn't you try to keep them?
- Candidate: Keeping them isn't my goal. But depending on why they can't use it all, another option might suit them better, so I'd ask.
- AI: Asked why, they say, “Our kids have moved out, so it's just the two of us now.” How would you respond?
- Candidate: I'd acknowledge the change in their family, just mention there's a 2-person plan, and leave the choice to them.
- AI: They say, “No, I want to cancel today.” What would you do?
- Candidate: I'd process it right then. I'd also check whether the next delivery, already being prepared, can still be stopped, and tell them.
- AI: Why tell them about the next delivery?
- Candidate: A box arriving after canceling would be a hassle. If they leave on a good note, I think they'll come back when they want it again.
- AI: Finally, what mattered most to you on this call?
- Candidate: Respecting their decision, while still telling them what's useful to know.
What is Caliber?
From scripts to empathy and action
AI now answers standard inquiries accurately, too. We believe people will increasingly need to read unspoken wishes and empathize with the customer at hand, then think and act, backed by core service skills.
Advanced service
Read unspoken wishes, tailor to the person
Trust building and empathyNegotiationFlexibility and opennessDecision-making
Core service
Confirm what customers say, respond sincerely
Active listeningCommunicationJudgmentExecution
Routine service
Answer standard inquiries accurately
Product knowledgeAccurate guidanceStandard proceduresPolite language
Training and manuals have long taught and tested routine service. This simulation assesses the eight dimensions in the two tiers above, from how candidates handle each scene.
Where it fits
For hiring in customer-facing roles in retail, services, hotels, airlines, store operations, and customer support.
Typical roles
- Retail & services
- Hotels & airlines
- Store operations
- Customer support
- Customer-facing graduates
Other simulation models
01
Problem Solving
How do they tackle problems with no set answer?
Mainly evaluates Cognition through dialogue about a business's growth strategy, looking for core skills, like logical and hypothesis thinking, that stay essential as AI becomes the norm.
Typical roles
- Consulting
- Corporate strategy & planning
- Business strategy & planning
- Investment & finance
- Graduate generalists
- Future executives
02
Client Engagement
How do they understand clients and move them to act?
Evaluates the overall ability to understand, empathize with, and influence people in a client scene that recreates how candidates draw out a client's issues and shape a proposal.
Typical roles
- B2B sales
- Consultative sales
- Advisory
- Customer success
- Graduate generalists
04
People Management
How do they understand people and help them grow?
Evaluates the ability to understand others and help them see issues and change how they act. In a scene about managing and developing a team member, the candidate works from that person's own concerns.
Typical roles
- Managers
- Next-generation leaders
- Future executives
- Promotion to manager
- Graduate generalists