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

Claim 7:
8. A method of utilizing conversational artificial intelligence (AI) to train contact center agents, the method comprising:
placing, by a computing system, a virtual call from an automated training system to an agent device of an agent;
connecting, by the computing system, the virtual call to a chatbot in response to establishing a communication connection with the agent device;
transmitting, by the computing system, one or more statements from the chatbot;
receiving, by the computing system and from the agent device, one or more agent responses of the agent corresponding to the one or more statements; and
analyzing, by the computing system, the one or more agent responses to determine one or more training characteristics associated with AI-based contact center training of the agent, wherein analyzing the one or more agent responses comprises (i) determining a duration of each of the one or more agent responses, (ii) determining an accuracy of each of the one or more agent responses, and (iii) evaluating a language efficiency of each of the one or more agent responses in response to determining, based on the determined duration and the determined accuracy, that the corresponding agent response is both timely and accurate, and wherein evaluating the language efficiency of a corresponding agent response comprises identifying more efficient language to be used by the agent to convey a same intent as the corresponding agent response.