发明公开
EP3241172A1 LEARNING BASED ON SIMULATIONS OF INTERACTIONS OF A CUSTOMER CONTACT CENTER
审中-公开
基于模拟客户联络中心的互动学习
- 专利标题： LEARNING BASED ON SIMULATIONS OF INTERACTIONS OF A CUSTOMER CONTACT CENTER
- 专利标题（中）： 基于模拟客户联络中心的互动学习
-
申请号： EP15876321.9申请日： 2015-12-30
-
公开(公告)号： EP3241172A1公开(公告)日： 2017-11-08
- 发明人: MCGANN, Conor , RISTOCK, Herbert Willi Artur , KONIG, Yochai , EISNER, Josef Eric , ZHAKOV, Vyacheslav
- 申请人： Greeneden U.S. Holdings II, LLC
- 申请人地址： 2001 Junipero Serra Boulevard Daly City, CA 94014 US
- 专利权人： Greeneden U.S. Holdings II, LLC
- 当前专利权人： Greeneden U.S. Holdings II, LLC
- 当前专利权人地址： 2001 Junipero Serra Boulevard Daly City, CA 94014 US
- 代理机构： Maikowski & Ninnemann Patentanwälte Partnerschaft mbB
- 优先权： US201414588331 20141231
- 国际公布： WO2016109755 20160707
- 主分类号： G06Q30/02
- IPC分类号： G06Q30/02
摘要：
A system and method for simulating an interaction between a customer and an agent of a customer contact center. A processor receives input conditions for simulating the interaction and generates a model of the customer based on the input conditions. The processor receives a first action from an agent device associated with the agent and updates a state of the simulation model based on the first action. The processor identifies a second action of the simulation model in response to the updated state, executes the second action, determines an outcome of the simulation, and provides the outcome to the agent device. In response to the outcome, the agent is prompted to take an action different from the second action.
信息查询
