Customer service staff training assessment method and system

A technology of artificial seat and voice robot, which is applied in the field of artificial seat training assessment and system

Active Publication Date: 2020-12-08
北京灵伴即时智能科技有限公司
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  • Abstract
  • Description
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  • Application Information

AI Technical Summary

Problems solved by technology

[0005] It can be seen that the online training and assessment of artificial agents in the prior art has great limitations. In order to improve effi

Method used

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  • Customer service staff training assessment method and system
  • Customer service staff training assessment method and system

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Embodiment Construction

[0082] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0083] The invention discloses a training and assessment method for artificial seats, which includes:

[0084] Step 1, obtain the test questions from the test question database server;

[0085] In particular, one or more test question banks are stored in the test question bank server; the test question bank is a collection of multiple test questions;

[0086] Different business scenarios correspond to different test question banks; select the corresponding test qu...

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Abstract

The invention discloses a customer service staff training assessment system. The system comprises an incoming call and outgoing call device, a test question bank server, a task manager, a task configurator, a voice robot, a question and answer analyzer and a report statistics device; training and examination are realized in the system, test questions are acquired from the test question bank server, test paper is constructed and generated by utilizing the acquired test questions, tasks are configured according to the test paper, and scoring evaluation is performed on response content of a customer service staff after task execution is completed. In addition, the invention also discloses a customer service staff training assessment method. According to the invention, the voice robot is usedfor simulating the voice interaction between the client and the customer service staff, thereby practically improving the actual combat capability of the customer service staff, and improving the knowledge reserve and flexible response capability of the customer service staff in a working scene. According to the invention, customer service staff training and assessment can be carried out on a large scale, more targeted training and assessment can be carried out according to key problems fed back by system analysis, the efficiency is high, and the cost is low.

Description

technical field [0001] The invention relates to the technical field, in particular to an artificial agent training and assessment method and an artificial agent training and assessment system. Background technique [0002] In the prior art, the telephone customer service system usually uses a large number of artificial agents to answer incoming calls from customers, or the artificial agents make outgoing calls. Before the artificial seats are officially launched for customer service work, they need to be trained and assessed, and they can only work online after passing the assessment. [0003] However, the inventor found through research that the training of artificial agents in the prior art is usually carried out by means of text materials, PPT explanations, etc., which only play a role in preliminary understanding for artificial agents, and lack many practical opportunities, and cannot quickly Improve the customer service skills of artificial agents; and use the one-on-o...

Claims

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Application Information

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IPC IPC(8): G09B7/00G09B9/00
CPCG09B7/00G09B9/00
Inventor 庞在虎朱风云陈博
Owner 北京灵伴即时智能科技有限公司
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