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Interactive dialog-based training method

  • US 20030156706A1
  • Filed: 02/21/2002
  • Published: 08/21/2003
  • Est. Priority Date: 02/21/2002
  • Status: Active Grant
First Claim
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1. A method for interactively training call center personnel using a computer-based system, the training including at least one call scenario involving simulated customer interactions, the at least one call scenario comprising a plurality of dialog segments, each of the plurality of dialog segments comprising a preprogrammed customer portion and at least one keyword, the method comprising:

  • sequentially executing the plurality of dialog segments by providing the customer portion of each dialog segment of the plurality of dialog segments to a terminal of a trainee and receiving a trainee response to the customer portion of each dialog segment; and

    determining whether the trainee response includes the at least one keyword corresponding to each dialog segment.

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