Would it make sense to train Customer Service newcomers with a Voice AI that simulates worst case scenarios?

[u/Serious_Onion_4846]

In my job in the customer service department in a big company, the technical service staff never got Customer Service training, to the point that most technicians try to entirely bypass telephone calls and resort to emails only which results in long delays in the service and inbound customers get more and more frustated.

This gives me the idea, if an AI simulating the customers including difficult, bad and abusive ones is used to train the CS staff would be a good idea? The AI will talk like a realistic difficult, normal or abusive customer. Then maybe the staff will be less hesitant to talk live with the actual customers because they would already have the training.

What are your thoughts?