Voice interactive call center training method using actual screens and screen logic
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United States of America Patent
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May 26, 1998
Grant Date -
N/A
app pub date -
Jul 25, 1996
filing date -
Jul 25, 1996
priority date (Note) -
In Force
status (Latency Note)
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Abstract
A voice interactive agent training system has a series of discrete voice messages stored in a digital memory. These messages are keyed to screens used in live call center operations. The call center logic used in live call center operations determines the sequence in which the screens are displayed on the agent's monitor. When transferred to an agent's terminal, the screen is identified, based upon a characteristic of the actual screen (e.g. character count in a field) so that there is no need for access to the call center operating system in order to identify which screen is displayed. A voice energy transducer responsive to the trainee's voice, causes a reproduction of appropriate discrete voice messages to respond to passages in the script which have been read by the trainee from the monitor. In one embodiment, agent inputs are compared to 'appropriate' inputs and inappropriate inputs are fed back to the trainee concurrently with the appropriate input.
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