Total Individuals Trained in 6 Months
Total Hours Saved
Dimensions of Feedback
Interactions
We’ve already saved over 3,500 hours of roleplay across more than 460 consultants. ReflexAI has scaled our training in a way that wouldn’t have been possible otherwise, allowing us to focus on coaching and performance while ensuring consistent preparation across the team.
John Paul Riordan, Director of Learning and Development
Background
Who is Varsity Tutors?
Varsity Tutors is an education technology company that connects students with expert instructors for personalized learning. The platform offers tutoring in a wide range of academic subjects, standardized test preparation, and professional skills development. By combining live instruction with adaptive learning tools, Varsity Tutors helps learners of all ages build knowledge and confidence in a flexible, accessible format.
The company’s model emphasizes convenience and quality. Students can access support online, and tutors are carefully vetted to ensure subject matter expertise and effective teaching skills. With features such as instant tutoring, group classes, and adaptive assessments, Varsity Tutors offers a personalized learning experience tailored to meet individual needs. Its approach has made it a trusted resource for families, professionals, and schools seeking reliable academic and skills-based support.
The Problem
Training Needs
Varsity Tutors sets a high standard for everyone on the team who engages with a parent or student. As the first point of contact for most potential families, Varsity Tutors’ consultants must be able to quickly and effectively connect with each family.
Rapid Training
Due to the high demand for tutoring services, both for academic courses and standardized testing, Varsity Tutors has been expanding its team in recent years.
Breadth of Knowledge
Advisors must be familiar with a wide range of subjects and academic levels, from elementary school subjects to standardized tests to college courses.
New Protocols
Varsity Tutors continues to refine its processes for understanding the needs of individual students and onboarding them into the offering that best suits their needs.
The Solution
Turning to ReflexAI
AI-Driven Simulations
Varsity Tutors implemented ReflexAI simulations to provide a core component of new consultant training, enabling realistic practice across a wide range of personas with diverse emotions, needs, and experiences.
Immediate, Detailed Feedback
After each simulation, participants receive detailed feedback on their performance across dimensions that are critical to high quality service. Leadership staff can easily review the simulations and feedback to understand performance and trends.
Scalability and Accessibility
The Prepare platform is used by all trainees simultaneously, offering flexibility for the training program. Simulations can be completed together as part of a training module or individually at different times as needs arise.
Implementation
Step 1: Initial Set Up
Preliminary deployment occurred within two weeks, including platform launch, simulation configuration, and feedback dimension calibration. The Varsity Tutors team had clear, high standards for consultants, which needed to be reflected within the tool.
Step 2: Deployment
The initial deployment was done at scale across the full training cohort. It was critical to the organization that ReflexAI tools could rapidly meet the practice and feedback needs of Varsity Tutors.
Step 3: Expanded Use
Since initial deployment, Varsity Tutors has implemented additional simulations and expanded the range of scoring dimensions utilized. ReflexAI provided support as requested, but Varsity Tutors valued the self-serve nature of the tool, which allowed internal experts to drive every step.
Results
Driving Efficiency and Growth
Time Savings
Within the first six months, Varsity Tutors saved over 3,500 hours of manual time that would have been spent running and evaluating manual roleplays. This work would have required 3 full-time team members to focus only on roleplays and feedback.
Instant Feedback
Instant feedback has proven to be a major advantage for consultants. It allows them to quickly recognize both their strengths and areas for improvement. After completing a call simulation, they receive immediate feedback, enabling them to apply the input right away and retake the simulation. This cycle of practice and adjustment has dramatically accelerated the learning curve for new consultants, cutting days off the overall training process.
Scaling
In training classes of 30–40 participants, Reflex AI enables everyone to immediately apply new processes and strategies through call simulations. Participants can complete the same simulation simultaneously, receive instant and credible feedback, and engage in open class discussions about the results. This scalable approach not only streamlines the learning experience but also improves content retention and accelerates the overall training process.
Skill Development
Call simulations have played a critical role in accelerating consultants’ growth. They provide a safe and structured environment to practice and refine essential skills, including building stronger connections with customers, uncovering needs through effective discovery, and delivering tailored recommendations that drive value. By applying feedback in real time, consultants not only strengthen their technique but also build confidence and adaptability, preparing them to handle a wide range of real-world conversations with greater impact.
