Interactive dialog-based training method

Details Interactive dialog-based training method Interactive dialog-based training method

2005-07-05

2005-07-05

Tieu, Benny (Department: 2642)

Telephonic communications

Centralized switching system

Call distribution to operator

C379S265040

Reexamination Certificate

active

06914975

ABSTRACT:
A computer-based method interactively trains call center personnel using at least one call scenario involving simulated customer interactions. The call scenario includes multiple dialog segments, each of which includes a preprogrammed customer portion and at least one keyword. The dialog segments are sequentially executed by providing the customer portion to a trainee terminal and receiving a trainee response. It is determined whether the trainee response includes the keyword corresponding to each dialog segment. The keyword may be replaced with an updated keyword, and the trainee response to the customer portion is compared to the updated keyword. When each dialog segment has been sequentially executed, a summary of the trainee's performance with respect to the call scenario is displayed on a graphical user interface, including the number of trainee responses that included the at least one keyword corresponding to each dialog segment.

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Kelly, “From Intelligent Call Routing to Intelligent Contact Management,” Ca

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