From AI Pilot to Operational Learning Capability: Conversational AI in Coach Education

This case study traces how Flatter, Inc. evolved PersonaOPPs from an AI pilot into an operational learning capability for the Department of the Air Force's Senior Leader Development Portfolio. It explains how Flatter converted roughly 80 hours of its ICF-accredited Coaching Culture Facilitator Course, and its bank of coaching case studies, into interactive AI personas that let learners practice real coaching conversations and receive structured feedback against ICF competencies and PCC markers before "coaching in the wild." The paper walks through the practice cycle (enter a scenario, conduct the session, demonstrate the skill, receive feedback, repeat, transition to human coaching) and closes by cataloging the broader family of Persona OPP types, including RAG knowledge management, conversational training scenarios, requirements collection, form-fill workflows, and interrogation/interview use cases, positioning PersonaOPPs as a general-purpose conversational AI framework rather than a single chatbot.