CPC G06Q 10/06398 (2013.01) [G06F 3/14 (2013.01); G06F 3/16 (2013.01); G06N 20/00 (2019.01); G06Q 10/107 (2013.01); G06Q 30/016 (2013.01)] | 19 Claims |
1. A customer service system, comprising:
an agent device associated with an agent; and
a monitoring system, comprising:
a memory configured to store instructions; and
a processor configured to execute the instructions, wherein the instructions, when executed by the processor, cause the monitoring system to:
monitor a conversation between a customer device associated with a customer and the agent device to identify a context of the conversation;
identify, via a first machine learning algorithm, a disclosure notice based at least in part on the context of the conversation, wherein the first machine learning algorithm comprises a first neural network, a first Hidden Markov Model, or a combination thereof, wherein the first machine learning algorithm determines a first pattern, a first threshold number of keywords, or a combination thereof, to identify the disclosure notice as associated with the context of the conversation, wherein the first machine learning algorithm uses a first mathematical model based on training data, a first statistical model based on training data, or a combination thereof, wherein the disclosure notice comprises an indication of a disclosure to be read in light of the context of the conversation;
iteratively train the first machine learning algorithm using the training data;
provide a first indication of the disclosure notice to the agent device, wherein the agent device is configured to provide the first indication to the agent, by:
receiving the first indication from the monitoring system; and
rendering a graphical indication of the disclosure notice in a first graphical user interface (GUI) of the agent device based on the first indication;
provide the disclosure notice to a second machine learning algorithm;
monitor and evaluate, via the second machine learning algorithm, a disclosure provision of the disclosure notice from the agent to the customer, wherein the second machine learning algorithm uses past disclosure readings to determine a second pattern, a second threshold number of keywords, or a combination thereof, to assign a score to the disclosure provision; and
provide a second indication of a disclosure provision feedback regarding evaluation of the disclosure provision to the agent, wherein the agent device is configured to provide the second indication, by:
receiving the second indication from the monitoring system; and
rendering the disclosure provision feedback in a second GUI of the agent device based on the second indication.
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