Interactive and Automated Training System Using Real Interactions

• US 20200135041A1
• Filed: 10/29/2018
• Published: 04/30/2020
• Est. Priority Date: 10/29/2018
• Status: Active Grant

• Current Assignee: Sestek Ses ve Iletisim Bilgisayar Tek. San. ve Tic. A.S.
• Original Assignee: Sestek Ses ve Iletisim Bilgisayar Tek. San. ve Tic. A.S.
• Inventors: ARSLAN, Mustafa Levent, AYHAN, Anil
• Granted Patent: US 11,501,656 B2
• Time in Patent Office: Days
• CPC Class Codes: G06F 16/9024 Graphs; Linked lists G06F16/9027 takes precedence
• CPC Class Codes: G06Q 10/06398 Performance of employee with respect to a job function
• CPC Class Codes: G09B 7/08 characterised by modifying the teaching programme in response to a wrong answer, e.g. repeating the question, supplying further information
• CPC Class Codes: G10L 15/26 Speech to text systems G10L15/08 takes precedence
• CPC Class Codes: G10L 17/00 Speaker identification or verification techniques

Abstract

An interactive and automated training system, including a training portal having a training database, a training material creating module including a recorder and a dialogue identifier, a training and practicing module for training and practicing interactively with a trainee user, and a testing module for providing test case scenarios and grading a performance level of the trainee user. The recorder records real time interaction between an employee and a customer. The dialogue identifier differentiates the real time interaction into an employee dialogue and a customer dialogue, and provides indexing of subparts of the real time interaction. The training material creating module stores the real time interaction into the training database along with indexing data of the subparts of the real time interaction. The training material creating module categorizes a plurality of real time interactions stored in the training database into a plurality of training scenarios.

Claims

1. An interactive and automated training system, comprising:

a training portal comprising a training database;

a training material creating module comprising a recorder and a dialogue identifier;

a training and practicing module for training and practicing interactively with a trainee user; and

a testing module for providing test case scenarios and grading a performance level of the trainee user;

wherein, the recorder is configured to record a real time interaction between an employee and a customer;

wherein, the dialogue identifier is configured to differentiate the real time interaction into an employee dialogue and a customer dialogue, and provides indexing of subparts of the real time interaction;

the training material creating module stores the real time interaction into the training database along with an indexing data of the subparts of the real time interaction;

the training material creating module is configured to categorize a plurality of real time interactions stored in the training database into a plurality of training scenarios;

the training database is accessible to the trainee user through the training and practicing module;

the training and practicing module comprises an output device for providing an output to the trainee user, and an input device for receiving an input from the trainee user for interactive training and practice.

2. The interactive and automated training system according to claim 1, wherein the real time interaction is a written interaction or an oral interaction.

3. The interactive and automated training system according to claim 1, wherein the real time interaction is an oral interaction, the recorder is an audio recorder and the dialogue identifier is a speech recognition device configured for differentiating voice of different speakers in the oral interaction.

4. The interactive and automated training system according to claim 3, wherein the training material creating module further comprises a speech to text converter, the speech to text converter converts the oral interaction into a text and the training material creating module stores the text into the training database.

5. The interactive and automated training system according to claim 3, wherein the training material creating system further includes a speaker diarisation system for differentiating the voice of different speakers.

6. The interactive and automated training system according to claim 1, wherein the training database is configured to be amended directly by an input from a trainer.

7. The interactive and automated training system according to claim 1, wherein the training and practicing module is configured to interact with the trainee user based on a training scenario selected by the trainee user from the plurality of training scenarios.

8. The interactive and automated training system according to claim 7, wherein the testing module provides a test case scenario corresponding to the training scenario selected by the trainee user and records a response of the trainee user.

9. The interactive and automated training system according to claim 8, wherein the testing module analyzes the response of the trainee user and is configured to provide a score based on a predetermined testing criteria.

10. The interactive and automated training system according to claim 9, wherein the testing module compares an intent of the response of the trainee user with an intent of a desired response in the training database and provides the score based on a degree of match between the intent of the response of the trainee user and the predetermined response in the training database.

11. The interactive and automated training system according to claim 10, wherein the testing module is configured to display the desired response to the user trainee.

16. A method for using the interactive and automated training system of claim 1 for training a new employee, the method comprising:

selecting a mode of training, wherein the mode of training is one selected from the group consisting of a practice mode, a query mode and a test mode;

when the mode of training is the practice mode;

receiving a practice input from the trainee user to select one training scenario from the plurality of training scenarios; and

initiating an interactive conversation between the trainee user and the interactive and automated training system corresponding to the one training scenario from the training database, wherein the interactive and automated training system plays a role of the customer in the interactive conversation;

when the mode of training is the query mode;

receiving a query input from the trainee user, wherein the query input is a question or a training scenario input;

searching the training database for the query input; and

providing an answer corresponding to the query input from the training database through an output device;

when the mode of training is the test mode;

receiving a test input from the trainee user to select at least one training scenario from the plurality of training scenarios;

providing an interactive quiz corresponding to the test input to the trainee user input to the trainee user;

recording response of the trainee user for each question of the quiz;

comparing the response of the trainee user for the each question of the quiz with desired answers for the each question of the quiz and providing a test score, wherein the desired answers include recorded answers and similar answers obtained by a neural network; and

providing the desired answer of all wrong answers to the trainee user.

17. The method of claim 16, wherein the mode of training is the test mode and the interactive quiz is an interactive conversation stored in the training database corresponding to a training input;

wherein the response of the trainee user is compared with the employee dialogue of the interactive conversation stored in the training database corresponding to the training input.

18. The method of claim 17, wherein at an end of the interactive quiz, the interactive and automated training system displays a total test score of the trainee user.

19. The method of claim 17, wherein at an end of the interactive quiz, the interactive and automated training system displays the interactive conversation corresponding to the training input on a display screen.

20. The method of claim 16, further comprising,

adding the test score in a record of the trainee user stored in the training database and providing a snapshot of all test scores and a performance graph of the trainee user.

12. A method for implementing an interactive and automated training system, the method comprising:

storing a plurality of interaction files having a conversation between a customer and an employee into a training database;

determining a customer dialogue and an employee dialogue in each interaction file;

assigning a first identifier corresponding to the customer dialogue and a second identifier corresponding to the employee dialogue;

determining a timing stamp of each part of the customer dialogue and each part of the employee dialogue;

assigning a timing identifier to the each part of the customer dialogue and the each part of the employee dialogue based on the timing stamp and a timing duration of the each part of the customer dialogue and the each part of the employee dialogue respectively; and

categorizing the each interaction file according to a plurality of training scenarios.

13. The method of claim 12, wherein, the interaction file is a mono audio file and the step of determining the customer dialogue and the employee dialogue in the each interaction file is performed by a speaker diarisation system.

14. The method of claim 13, further comprises converting the audio file into a text by a speech to text converter;

wherein, the customer dialogue and the employee dialogue are determined by parsing the text.

15. The method of claim 12, further comprising

creating a lookup table for similar words or similar words based on an intent of the customer in the customer dialogue and an intent of the employee in the employee dialogue.