公开(公告)号：US20160189558A1

公开(公告)日：2016-06-30

申请号：US14588331

申请日：2014-12-31

Applicant: Genesys Telecommunications Laboratories, Inc.

Inventor： Conor McGann ,  Herbert Willi Artur Ristock ,  Yochai Konig ,  Joe Eisner ,  Vyacheslav Zhakov

IPC: G09B9/00

CPC classification number: G09B5/06 ,  G06Q30/016

Abstract: 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.

Abstract translation: 一种用于模拟客户和客户联络中心的代理之间的交互的系统和方法。 处理器接收用于模拟交互的输入条件，并基于输入条件生成客户的模型。 处理器从与代理相关联的代理设备接收第一动作，并且基于第一动作来更新仿真模型的状态。 处理器响应于更新的状态识别仿真模型的第二动作，执行第二动作，确定模拟的结果，并将结果提供给代理设备。 响应结果，代理被提示采取与第二动作不同的动作。