Objective Training and Evaluation

Patent metadata

Field	Value
Publication number	US-2022394130-A1
Application number	US-202217888820-A
Country	US
Kind code	A1
Filing date	Aug 16, 2022
Priority date	Oct 24, 2019
Publication date	Dec 8, 2022
Grant date	—

Abstract

A system and method configured to generate a simulated caller dialog including a caller intended issue for a scenario for testing a customer service representative (CSR). A simulated caller dialog is presented to the CSR and a CSR response to the simulated caller dialog is received and includes a CSR interpretation of the caller intended issue to the simulated caller dialog. An understanding determination result based on an intent determination recognition score is generated by an intent determination recognition model is generated in response to a comparison of the CSR interpretation of the caller intended issue matching the caller intended issue in the simulated caller dialog. A CSR score is generated for the scenario based on the understanding determination result. The CSR score is recorded to a database.

First claim

What is claimed is:

1 . A computer-implemented method, comprising:
receiving a customer service representative (CSR) response to at least a portion of a simulated caller dialog for a scenario, the CSR response including a CSR interpretation of a caller intended issue in the at least the portion of the simulated caller dialog; generating an intent determination recognition score, the intent determination recognition score generated by an intent determination recognition model; in response to the intent determination recognition score indicating the CSR incorrectly identified the caller intended issue, generating a CSR response suggestion and displaying the CSR response suggestion to the CSR based on the CSR response, the CSR response suggestion including a behavioral indication to increase empathy in the CSR response to a subsequent restatement of the at least the portion of the simulated caller dialog; and generating a CSR score for the scenario based on the intent determination recognition score and an empathy recognition score generated by an empathy recognition model, the empathy recognition model coupled to receive the CSR response, the empathy recognition score generated at least in part based on an evaluation of word content in the CSR response to the simulated caller dialog.

2 . The computer-implemented method of claim 1 , further comprising:
generating the simulated caller dialog for the scenario, wherein the simulated caller dialog includes a known caller intended issue.

3 . The computer-implemented method of claim 1 , further comprising:
generating accolade feedback to the CSR in response to the CSR correctly identifying the caller intended issue.

4 . The computer-implemented method of claim 1 , further comprising:
restating the at least the portion of the simulated caller dialog in response to the CSR incorrectly identifying the caller intended issue in the CSR response.

5 . The computer-implemented method of claim 1 , wherein the intent determination recognition model generating the intent determination recognition score comprises:
comparing words in the CSR response to the caller intended issue with words in the caller intended issue in the at least the portion of the simulated caller dialog; and generating the intent determination recognition score in response to an outcome of the comparison.

6 . The computer-implemented method of claim 5 , further comprising:
generating a facial emotional recognition score using a facial emotional recognition model, the facial emotional recognition score in response to the facial emotional recognition model determining a level of emotional recognition in the CSR response to the at least the portion of the simulated caller dialog; and augmenting the CSR score based on the facial emotional recognition score.

7 . The computer-implemented method of claim 5 , further comprising:
generating an empathy keyword usage recognition score using an empathy keyword recognition model, the empathy keyword usage recognition score in response to the empathy keyword recognition model determining a level of empathy keyword usage in the CSR response to the at least the portion of the simulated caller dialog; and augmenting the CSR score based on the empathy keyword usage recognition score.

8 . The computer-implemented method of claim 5 , further comprising:
generating a customer service expected keyword usage recognition score using an expected customer service keyword recognition model, the customer service expected keyword usage recognition score in response to the expected customer service keyword recognition model determining a level of expected customer service keyword usage in the CSR response to the at least the portion of the simulated caller dialog; and augmenting the CSR score based on the customer service expected keyword usage recognition score.

9 . The computer-implemented method of claim 1 , wherein the generating the CSR score further comprises:
generating a leaderboard displaying the CSR score of the CSR with respect to previous scores of other CSRs.

10 . The computer-implemented method of claim 1 , wherein the caller intended issue relates to one of a member, patient, or service provider.

11 . A system, comprising:
one or more processors: and a memory storing instructions that, when executed, cause the one or more processors to:
receive a customer service representative (CSR) response to at least a portion of a simulated caller dialog for a scenario, the CSR response including a CSR interpretation of a caller intended issue in the at least the portion of the simulated caller dialog;
generate an intent determination recognition score, the intent determination recognition score generated by an intent determination recognition model;
in response to the intent determination recognition score indicating the CSR incorrectly identified the caller intended issue, generate a CSR response suggestion and displaying the CSR response suggestion to the CSR based on the CSR response, the CSR response suggestion including a behavioral indication to increase empathy in the CSR response to a subsequent restatement of the at least the portion of the simulated caller dialog; and
generate a CSR score for the scenario based on the intent determination recognition score and an empathy recognition score generated by an empathy recognition model, the empathy recognition model coupled to receive the CSR response, the empathy recognition score generated at least in part based on an evaluation of word content in the CSR response to the simulated caller dialog.

12 . The system of claim 11 , wherein the instructions further comprise instructions to:
generate the simulated caller dialog for the scenario, wherein the simulated caller dialog includes a known caller intended issue.

13 . The system of claim 11 , wherein the instructions further comprise instructions to:
generate accolade feedback to the CSR in response to the CSR correctly identifying the caller intended issue.

14 . The system of claim 11 , wherein the instructions further comprise instructions to:
restate the at least the portion of the simulated caller dialog in response to the CSR incorrectly identifying the caller intended issue in the CSR response.

15 . The system of claim 11 , wherein the instructions to generate the intent determination recognition score comprise instructions to:
compare words in the CSR response to the caller intended issue with words in the caller intended issue in the at least the portion of the simulated caller dialog; and generate the intent determination recognition score in response to an outcome of the comparison.

16 . The system of claim 15 , wherein the instructions include instructions to:
generate a facial emotional recognition score using a facial emotional recognition model, the facial emotional recognition score in response to the facial emotional recognition model determining a level of emotional recognition in the CSR response to the at least the portion of the simulated caller dialog; and augment the CSR score based on the facial emotional recognition score.

17 . The system of claim 15 , wherein the instructions further comprise instructions to:
generate an empathy keyword usage recognition score using an empathy keyword recognition model, the empathy keyword usage recognition score in response to the empathy keyword recognition model determining a level of empathy keyword usage in the CSR response to the at least the portion of the simulated caller dialog; and augment the CSR sc

Assignees

• Cvs Pharmacy Inc

Inventors

• Caron Roger A
• Daniher Patrick J
• Hays Christopher K
• Livingston Joseph
• Prawl Cadesha M

Classifications

• H04M2203/401

  Performance feedback · CPC title

• G06V40/176

  Dynamic expression · CPC title

• H04M3/5175 Primary

  Call or contact centers supervision arrangements · CPC title

• H04M2203/403

  Agent or workforce training · CPC title

• G06V40/174

  Facial expression recognition · CPC title