Automated Call Center Simulation via Virtual Agent Templates
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Solution Overview
Problem
Simulating call center scenarios with human agents is expensive and inefficient, and existing software products require manual design and human involvement, limiting the effectiveness and scalability of call center simulations.
Innovation Solution
An automated system that receives user input for call center scenarios, generates simulation programs by merging code modules with templates, and executes these programs to simulate calls, providing results without the need for human agents.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If human agents are used to perform simulations of call center scenarios, then the simulation can be performed with real human interaction, but the simulation becomes expensive and inefficient
Solution Approach 1:
The patent creates virtual agents that are digital copies or representations of human agents, capable of performing simulation tasks automatically. These virtual agents replicate human call-handling behaviors through programmed logic and AI, eliminating the need for actual human participants while maintaining simulation fidelity.
Solution Approach 2:
The system enables virtual agents to autonomously perform simulation tasks without requiring human intervention during execution. The virtual agents self-manage call routing, interaction protocols, and performance tracking, allowing simulations to run independently and efficiently.
2Reliability
If human agents are used to complete simulations, then real call handling can be tested, but the process becomes expensive
Solution Approach 1:
Virtual agents serve as digital replicas of human agents, enabling realistic scenario testing without incurring human resource costs. These virtual entities can be deployed repeatedly at minimal marginal cost while maintaining the validity of scenario testing.
Solution Approach 2:
The system uses inexpensive virtual agent instances that can be created, used, and discarded as needed for different simulation scenarios. Unlike expensive human agents, virtual agents can be rapidly instantiated and terminated without ongoing contractual or payroll commitments.
3Adaptability or versatility
If simulation scenarios are designed manually by call center operators, then the scenarios can be customized to specific needs, but the process becomes time-consuming and inefficient
Solution Approach 1:
The system provides pre-configured simulation templates that contain commonly used call center scenarios already designed and validated. These templates can be selected and customized with minimal effort, eliminating the need to build scenarios from scratch while retaining adaptability to specific organizational needs.
Solution Approach 2:
The simulation platform offers a universal template system that can be applied across different call center scenarios and configurations. A single template framework supports multiple scenario types through parameter customization, reducing design time while maintaining versatility.
Data Source
AI summary
An exemplary method for automatically simulating calling scenarios comprises the steps of receiving, from a user, information relating to a call center scenario, automatically obtaining at least one calling scenario template based on the information, automatically merging code modules specific to the scenario with the template to generate a simulation program, executing the simulation program, and providing simulation results to the user.