In a world where we joke “there’s an app for that” every time we face an inconvenient task, it’s easy to slip into a mindset where technology exists to help us do less thinking. Need a summary? AI can do it. Need ideas? AI can brainstorm. Need the answer to a question your brain should know? AI to the rescue.
But what if – plot twist – AI could actually help us think more? And not in a dystopian, “Skynet becomes self‑aware” kind of way. More like if your GPS helped you become a better driver instead of just telling you where to go.
Enter Eubrics, an AI‑powered learning and development tool. Eubrics blends generative AI, behavioral science and gamified skill building to upskill employees in practical, measurable ways. Instead of giving shortcuts, it builds confidence, communication skills and the ability to make decisions under pressure for customer service representatives. Eubrics is certainly not the only tool of its kind out there, but it is one I’ve had a chance to play with.
Case study: A construction service team levels up
I recently piloted Eubrics with a customer service team in the construction industry. This group’s day includes urgent service calls from commercial clients, tight timelines and customers whose frustration levels range from mildly irritated to “OMG, there’s water running everywhere.”
Historically, the team relied on learning-by-doing. But as projects became more complex and seasoned employees retired, leaders wanted new team members who could navigate tense conversations and high (even unrealistic) expectations and handle issues with the calm confidence of someone who’s seen it all before.
First, the Eubrics team loaded my training content into the platform. Then, after the classroom portion of customer service training was completed, employees could practice AI‑generated scenarios linked directly to the training material. The bots provided scenarios for employees to explain issues clearly, take ownership and de‑escalate tension. Nobody got yelled at. Nothing exploded. But the learning was real. And the feedback linked directly back to the material that participants had been taught.
The feedback highlighted individual strengths and growth opportunities. Some employees needed help with tone. Others needed practice staying concise. Some discovered they were better communicators than they thought. They developed confidence, offered more proactive solutions and felt dramatically less stress in challenging interactions.
The AI wasn’t a shortcut. It served as more of a sparring partner – one that helped employees strengthen the exact muscles their jobs demand.
Practice makes progress
I’ve been a workplace trainer for a long time, and I know no one likes roleplay. But with AI roleplay bots, which act like real customers and simulate challenging conversations, employees can think on their feet, uncover needs, respond empathetically and practice (aka roleplay) what they learned in the classroom without risking embarrassment. The platform analyzes the simulated conversation and gives feedback on tone, clarity and behavior, much like a virtual practice gym. It’s one thing to train people using slides. It’s another to give them a safe space to practice.
The nudges that make learning stick
Eubrics uses delivers personalized nudges: small, timely prompts that help employees build better habits over time:
“Slow down and gather your thoughts before responding.”
“Ask one more clarifying question.”
“What can you add to your response to prevent additional emails later?”
Practice makes progress, and these tiny adjustments deliver real impact on the ability to apply what was learned. Responses can be evaluated and scored, providing a measure of learning outcomes.
The takeaway for leaders
AI doesn’t have to be the thing that makes humans obsolete. It can be the thing that helps us become better versions of ourselves: more capable, more confident and more adaptable. Tools like Eubrics show how AI can support learning, practice and habit‑building in ways traditional classroom training simply can’t.
In other words, AI doesn’t have to replace the human element. It can help us upgrade our internal software. And if your workforce can learn, adapt and communicate more effectively? That’s not a shortcut. It’s a competitive advantage.
This article appears in March SBJ 2026.