Competence assurance for the AI transition
Verified AI reskilling for customer support teams
Give every employee a personalized path into AI-augmented work, then verify what they can actually do through adaptive assessments, practical simulations, and mentor evidence.
AI-augmented Tier-1 support
Illustrative pilot view
Intent diagnosis
Voice + text
AI response review
Policy grounded
Escalation judgment
Risk and handoff
Extends the systems your teams already use
Bounded first pilot
What your team receives from the first verification cycle
Role standard
One customer-support role mapped to explicit theory, practice, and mentor requirements.
Pinned verification
Approved quest and activity versions resolved before each employee starts.
Inspectable proof
Employee-visible first-valid results with evidence, gaps, and decision limits.
Gap and connector output
A scoped gap report plus the exact signals returned to agreed customer systems.
Completion is not competence
Know where capability is real, fragile, or missing
Courses report attendance. Self-degree connects learning to evidence, so L&D can see specific gaps without reducing a person to one opaque score.
Diagnose the gap
Map role outcomes to theoretical and practical requirements, then verify each employee against the same standard.
Adapt the path
Distribute personalized quests using approved company knowledge, public resources, mentors, and targeted reminders.
Keep the evidence
Retain scored attempts, simulator events, transcripts, recordings, and mentor attestations behind the roadmap access model.
The verification loop
One roadmap. Repeated proof.
Every new quest ships with one approved activity and a resolved configuration. Employees do not choose the test after seeing the task.
Map
Define theory, practice, and evidence requirements for the job outcome.
Verify
Use adaptive interviews, written cases, voice scenarios, or QuestedSDK simulators.
Close gaps
Generate focused learning and reminder quests from approved or discovered resources.
Re-verify
Refresh evidence as knowledge decays and the role changes.
Inspect the proof
A result is a traceable record, not a readiness badge
This illustrative record shows how one support quest can preserve the first valid attempt, the evidence behind each observation, and the limits on what a manager should infer.
Decision limit
Employee access is non-negotiable
- This record supports learning and readiness discussion. Self-degree does not turn one result into an employment decision.
- Company sharing is the default in an organization context. The employee can make the roadmap private at any time, while their own access remains mandatory.
- Employee
- The employee always sees their own result and evidence, and controls roadmap sharing.
- Manager
- An observer within organization permissions and roadmap access; cannot attest.
- Mentor
- Internal or external; can review evidence and attest only when granted access.
- Retention and revocation
- Making a roadmap private or ending the access relationship immediately ends company access. Evidence remains stored with the roadmap.
Illustrative evidence record
Quest: Refund exception under pressure
Policy recall
DemonstratedNamed the refund threshold and cited Policy v4.2.
Resolution judgment
DemonstratedOffered a permitted exception within the agent’s authority.
Escalation judgment
Gap foundMissed the payment-risk escalation trigger in the scenario.
Evidence retained
- Transcript excerpts
- 14 simulator events
- Policy v4.2 reference
- Evaluator rationale
What happens next
Assign a focused gap-closing quest. Later attempts stay as practice; the employee can request a new quest to create a new verification opportunity.
System boundary
Customer systems
Role and employee references, assignments, catalogs, approved policies, and employment decisions remain in their source systems.
Self-degree
Stores the pinned quest and activity, attempt evidence, gap observations, roadmap state, and access relationship.
Agreed connector output
Returns scoped node status, gap signals, and evidence references to the LMS, HRIS, or support system.
System boundary
Know what moves, what stays, and who controls access
Each connector is implemented for the customer system. The pilot defines the exact fields and policies before data moves.
Customer systems
Role and employee references, assignments, catalogs, approved policies, and employment decisions remain in their source systems.
Self-degree
Stores the pinned quest and activity, attempt evidence, gap observations, roadmap state, and access relationship.
Agreed connector output
Returns scoped node status, gap signals, and evidence references to the LMS, HRIS, or support system.
Employee access is non-negotiable
Company sharing is the default in an organization context. The employee can make the roadmap private at any time, while their own access remains mandatory.
Initial solution
Start with AI-augmented Tier-1 support
Verify whether agents can diagnose intent, use approved AI assistance, protect customer data, resolve common cases, and escalate with judgment across voice and text.
Explore customer supportVoice and text simulations
Policy-grounded decisions
AI handoff and escalation judgment
Theory and practical XP tracked separately
Evidence people can inspect
Three signals, not one magic number
Theory
Required knowledge demonstrated through weighted theoretical experience.
Practice
Job-relevant performance demonstrated through weighted practical experience.
Mentor
A distinct human attestation granted only when a mentor is satisfied.
Integration-first
Add verification to your stack. Do not replace it.
Connectors are implemented against each customer system. Self-degree can receive role, employee, content, and assignment context, then return gap and evidence signals under agreed policies.
Employee trust is part of the product
Employees see their own results. Always.
Organization administrators configure role access, but employee self-access is mandatory. Roadmaps can remain private, be shared with the company, or be public. Managers and mentors are separate roles.
Prove the next role before changing the org chart
Run a scoped customer-support pilot around one role, one employee cohort, and an agreed set of real work outcomes.
Book a reskilling pilot