Using AI to solve real-world challenges and empower student employees for success

Exterior of UMSL indoor track with we are UMSL promotional slogan on windowsAt CENTERS @ UMSL Campus Recreation, the membership services staff faced a challenge in finding practical, hands-on customer service training. Despite policy reviews, case studies, and group discussions, the team needed more authentic training experiences. Recognizing this, membership services student employee and team leader Melanie Johnson spearheaded an innovative approach to situational training that leveraged AI technology. 

Mel noted that the close-knit nature of the membership services staff made role-playing among peers less effective. To address this, she sought a solution that not only provided realistic practice but also prepared the team for scenarios involving challenging interactions. Her determination to find creative ways to train her team exemplifies the student-focused culture CENTERS fosters across all managed sites. 

Why CENTERS @ UMSL Turned to AI for Staff Training  

Two UMSL staff members chat at a membership deskThe tight-knit dynamic among the student staff presented a hurdle for effective role-play scenarios. Additionally, Mel’s goal to simulate interactions with a ‘difficult member’ required a level of realism that was hard to replicate without external volunteers—who weren’t always eager to play the part. 

Mel turned to AI, specifically Character AI, to bridge this gap. By leveraging this innovative tool, she aimed to create a virtual character that could mimic real-life membership challenges. The AI would allow each team member to practice handling difficult scenarios in a controlled, yet authentic, training environment. 

How AI Improved Staff Development at CENTERS @ UMSL 

Image of computer screen with AI chatbot imageMel began by developing a character tailored to the unique challenges faced by the CENTERS @ UMSL membership services team. She identified essential traits, including being “grumpy, pushing back on policies, and questioning everything”—common behaviors that her peers had to navigate. 

To refine the character, Mel interacted with the AI, teaching it the nuances of CENTERS @ UMSL’s policies, procedures, and membership rules. Through iterative conversations, the AI gained a deeper understanding of how to emulate a challenging customer. This hands-on process reflects CENTERS’ commitment to providing student employees like Mel with opportunities to learn, lead, and develop valuable problem-solving skills. 

The Results: Transforming Campus Recreation Training with AI 

Once the character, affectionately dubbed “MS Karen,” was fully developed, Mel introduced it to the CENTERS @ UMSL membership services team. Each student staff member engaged with MS Karen in different scenarios, responding as they would to a real member. 

This innovative training method provided a safe space for student employees to hone their customer service skills, test their knowledge of policies, and practice effective communication. By using AI, CENTERS @ UMSL not only enhanced situational training but also demonstrated its commitment to preparing student employees for real-world challenges. 

Mel’s initiative showcases how CENTERS @ UMSL supports student development, empowering staff to lead and succeed in their roles while delivering exceptional service to the campus community. 

About the Authors:
Katie Haarmann Coffman is the Coordinator of Marketing, Communications, and Special Events at CENTERS @ UMSL. Since joining in 2021, she has led marketing initiatives and organized events that elevate UMSL Campus Recreation. Katie’s background in campus recreation spans several roles, showcasing her expertise in building engaging, student-focused experiences. 

 

 

 

Smiling casual headshot of woman in branded UMSL athletic gearMelanie Johnson is a dedicated employee at CENTERS @ UMSL, where she excels in multiple roles. As a leader in the membership office, lead building manager, lifeguard, and member of the student leadership team, Melanie consistently drives CENTERS @ UMSL towards continuous improvement and excellence.