Interacting with a user device to provide automated testing of a customer service representative
US11011173B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Nov 19, 2019 |
| Grant date | May 18, 2021 |
| Priority date | — |
| Expiry date | Nov 19, 2039 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG10L13/04
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A device obtains information concerning a plurality of customer service representatives to identify a customer service representative and a user device associated with the customer service representative. The device selects a test issue of a plurality of test issues to be presented to the customer service representative, and, based on the test issue, a virtual assistant to converse with the customer service representative. The device initiates, based on an availability of the user device, a communication session with the user device, and causes the virtual assistant to converse with the customer service representative regarding the test issue. The device obtains data concerning a performance of the customer service representative during the communication session, processes the data using a machine learning model to determine a performance score for the customer service representative, and causes, based on the performance score for the customer service representative, at least one action to be performed.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.