US Patent:
20210127004, Apr 29, 2021
Inventors:
- Woonsocket RI, US
Patrick J. Daniher - Mokena IL, US
Christopher K. Hays - O'Fallon MO, US
Joseph Livingston - St. Louis MO, US
Cadesha M. Prawl - West Haven CT, US
International Classification:
H04M 3/51
G10L 15/08
G10L 25/63
G06K 9/00
Abstract:
A system and method configured to generate a simulated caller dialog including a caller intended issue for a scenario for testing a customer service representative (CSR). A simulated caller dialog is presented to the CSR and a CSR response to the simulated caller dialog is received and includes a CSR interpretation of the caller intended issue to the simulated caller dialog. An understanding determination result based on an intent determination recognition score is generated by an intent determination recognition model is generated in response to a comparison of the CSR interpretation of the caller intended issue matching the caller intended issue in the simulated caller dialog. A CSR score is generated for the scenario based on the understanding determination result. The CSR score is recorded to a database.