What is AI Roleplay Built on Hyperbound? 

It is a voice-based practice capability within Accelerate Prism. Users speak with a simulated customer or seller, receive methodology-based feedback, and can retry to improve.

Is AI Roleplay a test or just practice? 

AI Roleplay is formative practice, not a formal assessment. Scores are designed to guide improvement, not to determine pass or fail, and do not prevent progress through learning — for you or for the sellers you manage.

Can I retry an AI Roleplay? 

Yes. Retrying is encouraged. Use the feedback from one attempt to try a different approach on your next attempt. Retrying alone does not change the score currently displayed in Prism — you need to submit a new attempt for the score to update.

Does AI Roleplay replace my coaching responsibilities? 

No. AI Roleplay gives your sellers more opportunities to practice between formal training and live customer conversations and gives you an additional signal to coach against. Your own coaching-focused roleplays let you practice those conversations, but they do not replace the coaching itself — AI Roleplay is reinforcement that sits between formal training and live conversations, not a substitute for either.

What score and completion information does Prism show for my team? 

Prism shows the latest submitted score and completion status for sellers within your reporting line. Detailed information, including full scorecard feedback, transcript, audio, and previous attempts, remains available in Hyperbound.

Where can I find detailed AI Roleplay feedback, transcripts, and audio for a seller on my team? 

These details are stored in Hyperbound rather than Prism. Go to Team Profile, select the AI Roleplays tab, select Completed, find the roleplay you want to review, and select View AI Roleplay. This opens the roleplay in Prism, where you can access the available Hyperbound call details and feedback, or select View Calls within the Hyperbound window for the full call history.

Why didn't a seller's new AI Roleplay score appear in Prism? 

Confirm the seller selected Complete Roleplay on the Prism page after their score finished processing. The button may be temporarily greyed out while scoring completes. If they leave the page before selecting Complete Roleplay, the attempt and score remain saved in Hyperbound but are not sent to Prism, and the score displayed in Prism will not change.

Which score does Prism keep when a seller submits more than one AI Roleplay attempt? 

Prism always displays the latest submitted score. If a seller completes and submits another attempt, the new score replaces whichever score was previously displayed. Earlier attempts are not lost — they remain available in Hyperbound rather than in Prism.

A seller's microphone isn't working during an AI Roleplay — what should they do? 

Confirm the browser has permission to access the microphone and that the device's operating system is set to the correct input device. If access was previously blocked, open the browser's site permissions, enable the microphone for Prism, and reopen the roleplay. If the issue continues, reach out to Support.

What happens if the page is refreshed or closed during an AI Roleplay? 

Avoid refreshing or closing the page while a roleplay is in progress, since doing so can interrupt the conversation before it is scored. If this happens, reopen the roleplay and start a new attempt. The prior partial attempt is not submitted to Prism.

What is the difference between AI Roleplay Embedded in Prism and a client-owned Hyperbound Roleplay? 

AI Roleplay Embedded in Prism is the standard experience: it opens directly inside Prism using a Richardson-configured bot and a fixed Richardson or Challenger scorecard, and the latest submitted score and completion status return automatically to Prism. A client-owned Hyperbound roleplay is created and managed by your own organization directly in Hyperbound. It opens in a separate window, requires the user to sign in to Hyperbound directly, and does not send scores or completion information back to Prism.

Why don't my team's client-owned Hyperbound roleplay results appear in Prism? 

Results from client-owned Hyperbound roleplays are not sent back to Prism by design. Completion status, scores, and feedback for these roleplays are available directly in Hyperbound instead, within your configured team permissions.

Are the manager coaching roleplays customized to my organization? 

No. The two manager coaching roleplays are broadly applicable and are available in Richardson and Challenger versions where applicable, unlike the seller-facing bots, which are tailored to your organization’s selling environment.

How do I make sure I can see my team's results in Hyperbound? 

Teams and the reporting hierarchy are not supported through automatic user provisioning — they must be set up and maintained manually in Hyperbound so that you can access the correct sellers’ calls. If you cannot see a seller’s results, check with your Hyperbound administrator that your team has been configured correctly.

Questions? Reach out to Support and we’ll be happy to help.