US 11,893,904 B2
Utilizing conversational artificial intelligence to train agents
Dan Stoops, Daly City, CA (US); Cliff Bell, Daly City, CA (US); and Merijn Te Booij, Daly City, CA (US)
Assigned to Genesys Cloud Services, Inc., Menlo Park, CA (US)
Filed by Genesys Cloud Services, Inc., Menlo Park, CA (US)
Filed on Sep. 14, 2021, as Appl. No. 17/475,005.
Prior Publication US 2023/0080724 A1, Mar. 16, 2023
Int. Cl. G09B 5/04 (2006.01); H04L 51/02 (2022.01); H04M 3/51 (2006.01)
CPC G09B 5/04 (2013.01) [H04L 51/02 (2013.01); H04M 3/5175 (2013.01); H04M 3/5183 (2013.01)] 14 Claims
OG exemplary drawing
 
1. A system for utilizing conversational artificial intelligence (AI) to train contact center agents, the system comprising:
at least one processor; and
at least one memory comprising a plurality of instructions stored therein that, in response to execution by the at least one processor, causes the system to:
place a virtual call from an automated training system to an agent device of an agent;
connect the virtual call to a chatbot in response to establishing a communication connection with the agent device;
transmit one or more statements from the chatbot;
receive, from the agent device, one or more agent responses of the agent corresponding to the one or more statements; and
analyze the one or more agent responses to determine one or more training characteristics associated with AI-based contact center training of the agent, wherein to analyze the one or more agent responses comprises to (i) determine a duration of each of the one or more agent responses, (ii) determine an accuracy of each of the one or more agent responses, and (iii) evaluate a language efficiency of each of the one or more agent responses in response to a determination, based on the determined duration and the determined accuracy, that the corresponding agent response is both timely and accurate, and wherein to evaluate the language efficiency of a corresponding agent response comprises to identify more efficient language to be used by the agent to convey a same intent as the corresponding agent response.