Patent ID: 11893904
Assignee: GENESYS CLOUD SERVICES, INC.
Field: Telecommunications (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 0:
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.