Retail technology innovation of the week: Attensi shows why AI is an ally rather than a threat to employees

Retail Technology Innovation of the Week is a series brought to you by RTIH, and sponsored by 3D Cloud, highlighting stand out deployments, launches, and initiatives by retailers and tech suppliers.

Every week, we will showcase forward thinking tech plays that have impressed our Editor and the Retail Technology Innovations Report judging panel, alongside the publication of the 2024 report.

So far, we’ve flagged up sterling work being done by Ocado Retail, Decathlon, Lacoste, Downtown Spirits, TalkShopLive, Huck’s, Rovertown, Wing, Nobody’s Child, IKI, Pixevia, A.L.C., Archive, Therabody, Outform, Kingfisher, PMC, Boots UK, Ocula Technologies, Grace O'Malley Irish Whiskey, Metacask, Ikea, Carrefour Belgium, Matalan, and McDonald’s.

And this week we’re focusing on Attensi, which has unveiled Attensi RealTalk, pitched as the first roleplay training solution to incorporate Agentic AI1 and AI free-form dialogue with realistic, virtual humans.

It comes as new research (involving 2,139 people in the US and UK) shows that 75% of employees have experienced anxiety due to difficult workplace conversations and 72% would welcome training on how to handle difficult conversations in the workplace, rising to 87% for Gen Z.

And a majority would welcome this training from an AI virtual roleplay trainer, rather than their manager.

When asked if they would prefer roleplay training from their manager or an AI Virtual trainer, employees were evenly split at 38% each way. 24% expressed no preference between the AI trainer and the human manager.

75% reported that they have experienced anxiety in handling difficult workplace conversations, with 63% having felt this in the last two years and 33% as recently as the last six months.

This is even more stark for Gen Z and Millennials at 39% and 38% respectively.

The more they use AI, the more likely employees are to fear it taking some or all of their jobs, but they are also the most likely to welcome AI to help them train to be better at their jobs.

Attensi RealTalk enables employees to engage in realistic and challenging conversations in roleplay scenarios, interacting with AI powered virtual humans across a wide range of disciplines including: Sales roles; Customer service; Coaching.

Using a combination of Agentic AI, AI freeform dialogue, voice recognition, and bespoke simulation design, it takes users into real-time conversations in roleplay scenarios that feel true to life in their job, enabling them to practice and improve their interpersonal skills in even the most challenging, uncomfortable, and nerve wracking situations.

RealTalkers are engineered to feel real and push back when challenged. They are individually programmed to have realistic personality traits, human expressions, and character nuances.

They can make you feel nervous and put you under pressure or shut down and close up if you push them too far, allowing you to practice EQ skills before in-person conversations.

Trainees can start in guided mode and progress to the more challenging open mode option.

Trond Aas, CEO at Attensi, says: “AI is an ally rather than a threat to employees. Our human skills and EQ, particularly soft skills and interpersonal skills, are more important than ever. We know that people want more help with difficult conversations and Attensi RealTalk is the perfect partner.”

“One of the most important use cases for AI is to upskill employees at scale in these areas.”

“Employers need to embrace the power of AI and adopt the right AI tools to help their employees grow and excel, close skills gaps, and adapt to change. Attensi RealTalk is a gamechanger in workplace training.”

2024 RTIH INNOVATION AWARDS

AI is a key focus area for the sixth edition of the RTIH Innovation Awards, which is now open for entries.

The awards, sponsored by CADS, 3D Cloud, Retail Technology Show 2025, and Business France, celebrate global tech innovation in a fast moving omnichannel world.

It’s free to enter and you can do so across multiple categories.

Key 2024 dates

Friday, 25th October: Award entry deadline 

Tuesday, 29th October: 2024 shortlist revealed

30th October-6th November: Judging days

Thursday, 21st November: Winners announced at the 2024 RTIH Innovation Awards ceremony, to be held at RIBA’s 66 Portland Place HQ in Central London.