Interactive dialog-based training method

• US 20030156706A1
• Filed: 02/21/2002
• Published: 08/21/2003
• Est. Priority Date: 02/21/2002
• Status: Active Grant

• Current Assignee: Sivox Partners, LLC (Bertelsmann SE & Co. KGaA)
• Original Assignee: SBC Knowledge Ventures LP (AT&T, Inc.)
• Inventors: Koehler, Robert Kevin, Schatzlein, Gregory Scott, Glaspie, Marie Jeanine
• Granted Patent: US 6,914,975 B2
• Time in Patent Office: Days
• US Class Current: 379/265.05
• CPC Class Codes: G09B 19/00 Teaching not covered by other main groups of this subclass teaching or practice apparatus for gun-aiming or gun-laying F41G3/26
• CPC Class Codes: G09B 5/00 Electrically-operated educational appliances working with questions and answers G09B7/00; simulators G09B9/00; advertising or displaying in general G09F
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing

Abstract

A computer-based method interactively trains call center personnel using at least one call scenario involving simulated customer interactions. The call scenario includes multiple dialog segments, each of which includes a preprogrammed customer portion and at least one keyword. The dialog segments are sequentially executed by providing the customer portion to a trainee terminal and receiving a trainee response. It is determined whether the trainee response includes the keyword corresponding to each dialog segment. The keyword may be replaced with an updated keyword, and the trainee response to the customer portion is compared to the updated keyword. When each dialog segment has been sequentially executed, a summary of the trainee'"'"'s performance with respect to the call scenario is displayed on a graphical user interface, including the number of trainee responses that included the at least one keyword corresponding to each dialog segment.

Claims

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.

2. The method for interactively training call center personnel according to claim 1, further comprising:

when each dialog segment has been sequentially executed, displaying at the trainee terminal a summary of performance of the trainee with respect to the at least one call scenario, the summary comprising a number of trainee responses associated with the plurality of dialog segments that included the at least one keyword corresponding to each dialog segment.

3. The method for interactively training call center personnel according to claim 1, further comprising:

recording the trainee response associated with each of the plurality of dialog segments as a sound file; and

playing the sound file in response to a request received from the trainee terminal.

4. The method for interactively training call center personnel according to claim 1, further comprising:

replacing the at least one keyword associated with a selected dialog segment of the plurality of dialog segments with an updated keyword, the updated keyword comprising a keyword different from the at least one keyword; and

determining whether the trainee response to the customer portion corresponding to the selected dialog segment includes the updated keyword.

5. A method for providing computer-based, interactive call center training, comprising:

storing at least one call scenario in a database, the at least one call scenario comprising a plurality of dialog segments, each dialog segment comprising a customer portion and at least one keyword;

receiving a selection of the at least one call scenario via a trainee terminal;

simulating a customer interaction between a trainee at the trainee terminal and a simulated customer according to the at least one call scenario, the simulating comprising sequentially executing the plurality of dialog segments by providing the customer portion of each dialog segment to the trainee via the trainee terminal and receiving a corresponding trainee response comprising at least one of text and voice entered by the trainee;

determining whether the trainee response includes the at least one keyword; and

editing on-line a selected dialog segment of the at least one call scenario, the editing comprising one of adding, deleting and changing at least one of the corresponding customer portion and at least one keyword.

6. The method for providing computer-based, interactive call center training according to claim 5, in which the plurality of dialog segments are sequentially executed only when the trainee response includes the at least one keyword corresponding to each dialog segment.

7. A method for interactively training call center personnel using an automated customer interaction between a trainee and a simulated customer, the method comprising:

retrieving a call scenario from a database, the call scenario comprising at least one dialog segment;

providing a customer portion of the at least one dialog segment by at least one of displaying text and generating speech at a trainee terminal;

receiving a trainee portion of the at least one dialog segment from the trainee terminal, the trainee portion comprising at least one of text and voice entered by the trainee;

determining whether the trainee portion of the at least one dialog segment includes a predetermined keyword associated with the at least one dialog segment; and

when the trainee portion does not include the predetermined keyword, providing a predetermined level of instruction to the trainee relating to the at least one dialog segment, the predetermined level of instruction being set according to a skill level of the trainee.

8. The method for interactively training call center personnel according to claim 7, further comprising:

determining the skill level of the trainee automatically based on a number of times the trainee has performed the call scenario.

9. The method for interactively training call center personnel according to claim 7, further comprising:

determining the skill level of the trainee based on an input by a trainer setting the skill level with respect to the trainee and the call scenario.

10. The method for interactively training call center personnel according to claim 9, the determining the skill level occurring during the interaction between the trainee and the simulated customer.

11. The method for interactively training call center personnel according to claim 7, further comprising:

storing results of the interaction between the trainee and the simulated customer in the database, the results comprising an indication of whether the trainee portion of the at least one dialog included the predetermined keyword and an indication of the level of instruction provided to the trainee, if any.

12. The method for interactively training call center personnel according to claim 11, further comprising:

comparing the results of the interaction between the trainee and the simulated customer with results of at least a second interaction between a second trainee and the simulated customer; and

generating a report analyzing the comparison.

13. The method for interactively training call center personnel according to claim 7, further comprising:

when the trainee portion includes the predetermined keyword, determining whether the scenario includes at least a second dialog segment;

when the second dialog segment exists, providing a customer portion of the second dialog segment to the trainee terminal by at least one of displaying text and generating speech at the trainee terminal;

receiving a trainee portion of the second dialog segment, the trainee portion of the second dialog segment comprising at least one of text and voice;

determining whether the trainee portion of the second dialog segment includes a second predetermined keyword associated with the second dialog segment; and

when the trainee portion of the second dialog segment does not include the second predetermined keyword, providing the predetermined level of instruction to the trainee relating to the second dialog segment.

14. A computer readable medium for storing a computer program that interactively trains call center personnel, the computer readable medium comprising:

a memory segment that stores at least one call scenario comprising a plurality of dialog segments, each dialog segment comprising a customer portion and at least one keyword;

a training source code segment that enables selection of the at least one call scenario;

a simulator source code segment that simulates a customer interaction between a trainee and a simulated customer according to the at least one call scenario, the simulator source code segment comprising a business rules source code segment that sequentially executes the plurality of dialog segments by providing the customer portion corresponding to each dialog segment to the trainee and receiving a trainee response corresponding to each dialog segment, the trainee response comprising at least one of text and voice entered by the trainee; and

an administration source code segment that enables administrative functions with respect to the computer program, the administration source code segment comprising a call scenario editor source code segment that enables at least one of an addition, deletion and edit of the at least one call scenario.

15. The computer readable medium for storing a computer program that interactively trains call center personnel according to claim 14, the simulator source code segment further comprising a coach source code segment that determines whether the trainee portion of each dialog segment includes the at least one keyword corresponding to each dialog segment, the business rules source code segment sequentially executing another dialog segment of the plurality of dialog segments when the at least one keyword is included, the coach source code segment providing a predetermined level of instruction to the trainee when the at least one keyword is not included.

16. The computer readable medium for storing a computer program that interactively trains call center personnel according to claim 14, the administration source code segment further comprising a reporter source code segment that generates a progress report of the trainee, the progress report comprising a performance assessment based on the trainee including the keywords in the trainee responses corresponding to the plurality of dialog segments and a comparison of statistical data stored in the memory segment.

17. The computer readable medium for storing a computer program that interactively trains call center personnel according to claim 14, the simulator source code segment further comprising a software emulation source code segment that provides an emulation of actual call center software to the trainee via a graphical user interface.

18. The computer readable medium for storing a computer program that interactively trains call center personnel according to claim 14, the simulator source code segment further comprising a voice playback source code segment that records the voice entered trainee portion corresponding to each dialog segment and replays the recorded trainee portion upon instruction received from a graphical user interface.

19. A computer readable medium for storing a computer program that interactively trains call center personnel using an automated customer interaction between a trainee and a simulated customer, the computer readable medium comprising:

a retrieving source code segment that retrieves a call scenario from a memory, the call scenario comprising at least one dialog segment;

a simulator source code segment that executes the at least one dialog segment by providing a customer portion of the at least one dialog segment to a trainee at a trainee terminal and receiving a trainee portion of the at least one dialog segment, the trainee portion comprising at least one of text and voice entered by the trainee; and

a coaching source code segment that determines whether the trainee portion of the at least one dialog segment includes a predetermined keyword associated with the at least one dialog segment, and that provides a predetermined level of instruction to the trainee relating to the at least one dialog segment when the trainee portion does not include the predetermined keyword, the predetermined level of instruction being set according to a skill level of the trainee.

20. The computer readable medium for storing a computer program that interactively trains call center personnel according to claim 19, the coaching source code segment determining the skill level of the trainee automatically based on a number of times the trainee has performed the call scenario.

21. The computer readable medium for storing a computer program that interactively trains call center personnel according to claim 19, the coaching source code segment determining the skill level of the trainee based on an input by a trainer setting the skill level with respect to the trainee and the call scenario.

22. The computer readable medium for storing a computer program that interactively trains call center personnel according to claim 21, the determining the skill level occurring during the interaction between the trainee and the simulated customer.

23. The computer readable medium for storing a computer program that interactively trains call center personnel according to claim 19, further comprising:

a storing source code segment that stores results of the interaction between the trainee and the simulated customer in the memory, the results comprising an indication of whether the trainee portion of the at least one dialog segment included the predetermined keyword and an indication of the level of instruction provided to the trainee, if any.

24. The computer readable medium for storing a computer program that interactively trains call center personnel according to claim 23, further comprising:

a comparing source code segment that compares the results of the interaction between the trainee and the simulated customer with results of at least a second interaction between a second trainee and the simulated customer; and

a reporting source code segment that generates a report analyzing the comparison.

25. The computer readable medium for storing a computer program that interactively trains call center personnel according to claim 19, the simulator source code segment determining whether the scenario includes at least a second dialog segment when the trainee portion includes the predetermined keyword;

when a second dialog segment exists, the simulator source code segment providing a customer portion of the second dialog segment to the trainee at the trainee terminal and receiving a trainee portion of the second dialog segment, the trainee portion of the second dialog segment comprising at least one of text and voice; and

the coaching source code segment determining whether the trainee portion of the second dialog segment includes a second predetermined keyword associated with the second dialog segment, and when the trainee portion of the second dialog segment does not include the second predetermined keyword, the coaching source code segment providing the predetermined level of instruction to the trainee relating to the second dialog segment.