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1. WO2020072443 - INTELLIGENT SYSTEMS BASED TRAINING OF CUSTOMER SERVICE AGENTS

Publication Number WO/2020/072443
Publication Date 09.04.2020
International Application No. PCT/US2019/053991
International Filing Date 01.10.2019
IPC
G09B 3/00 2006.01
GPHYSICS
09EDUCATING; CRYPTOGRAPHY; DISPLAY; ADVERTISING; SEALS
BEDUCATIONAL OR DEMONSTRATION APPLIANCES; APPLIANCES FOR TEACHING, OR COMMUNICATING WITH, THE BLIND, DEAF OR MUTE; MODELS; PLANETARIA; GLOBES; MAPS; DIAGRAMS
3Manually- or mechanically-operated teaching appliances working with questions and answers
CPC
G06K 9/00302
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
KRECOGNITION OF DATA; PRESENTATION OF DATA; RECORD CARRIERS; HANDLING RECORD CARRIERS
9Methods or arrangements for reading or recognising printed or written characters or for recognising patterns, e.g. fingerprints
00221Acquiring or recognising human faces, facial parts, facial sketches, facial expressions
00302Facial expression recognition
G06K 9/4628
GPHYSICS
06COMPUTING; CALCULATING; COUNTING
KRECOGNITION OF DATA; PRESENTATION OF DATA; RECORD CARRIERS; HANDLING RECORD CARRIERS
9Methods or arrangements for reading or recognising printed or written characters or for recognising patterns, e.g. fingerprints
36Image preprocessing, i.e. processing the image information without deciding about the identity of the image
46Extraction of features or characteristics of the image
4604Detecting partial patterns, e.g. edges or contours, or configurations, e.g. loops, corners, strokes, intersections
4609by matching or filtering
4619Biologically-inspired filters, e.g. receptive fields
4623with interaction between the responses of different filters
4628Integrating the filters into a hierarchical structure
G09B 5/12
GPHYSICS
09EDUCATION; CRYPTOGRAPHY; DISPLAY; ADVERTISING; SEALS
BEDUCATIONAL OR DEMONSTRATION APPLIANCES; APPLIANCES FOR TEACHING, OR COMMUNICATING WITH, THE BLIND, DEAF OR MUTE; MODELS; PLANETARIA; GLOBES; MAPS; DIAGRAMS
5Electrically-operated educational appliances
08providing for individual presentation of information to a plurality of student stations
12different stations being capable of presenting different information simultaneously
G10L 15/26
GPHYSICS
10MUSICAL INSTRUMENTS; ACOUSTICS
LSPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
15Speech recognition
26Speech to text systems
G10L 15/265
GPHYSICS
10MUSICAL INSTRUMENTS; ACOUSTICS
LSPEECH ANALYSIS OR SYNTHESIS; SPEECH RECOGNITION; SPEECH OR VOICE PROCESSING; SPEECH OR AUDIO CODING OR DECODING
15Speech recognition
26Speech to text systems
265Speech recognisers specially adapted for particular applications
H04M 3/5175
HELECTRICITY
04ELECTRIC COMMUNICATION TECHNIQUE
MTELEPHONIC COMMUNICATION
3Automatic or semi-automatic exchanges
42Systems providing special services or facilities to subscribers
50Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers
51Centralised call answering arrangements requiring operator intervention ; , e.g. call or contact centers for telemarketing
5175Call or contact centers supervision arrangements
Applicants
  • TTEC SERVICES CORPORATION [US]/[US]
Inventors
  • TRUONG, Henry
  • EXETER, Gershwin Alison Lamont
  • ERVEN, Louise, Juanita
Agents
  • ZELENKA, Richard Eric
Priority Data
62/741,01604.10.2018US
Publication Language English (EN)
Filing Language English (EN)
Designated States
Title
(EN) INTELLIGENT SYSTEMS BASED TRAINING OF CUSTOMER SERVICE AGENTS
(FR) SYSTÈMES INTELLIGENTS BASÉS SUR LA FORMATION D'AGENTS DE SERVICE CLIENT
Abstract
(EN)
A system and method of use to train customer service agents. The training system employs intelligent systems to facilitate or enable the training of customer service agents. The training system provides training to customer service agents and tracks the progress of the customer service trainees. In one aspect, the training system emulates a customer engaging with the customer service trainee, by emulating one or both of the persona of the customer and the scenario of the customer/trainee interaction.
(FR)
L'invention concerne un système et un procédé d'utilisation pour former des agents de service client. Le système de formation utilise des systèmes intelligents pour faciliter ou permettre la formation d'agents de service client. Le système de formation fournit une formation aux agents de service client et suit la progression des stagiaires du service client. Dans un aspect, le système de formation émule un client entrant en contact avec le stagiaire du service client, en émulant une ou les deux persona du client et le scénario de l'interaction client/stagiaire.
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