AdaCoach: A Virtual Coach for Training Customer Service Agents
This addresses the need for efficient training of customer service agents in online businesses, representing an incremental application of existing NLP technologies to a new domain.
The paper tackles the problem of training customer service agents by proposing AdaCoach, a virtual coach that simulates real customers and uses automated dialogue evaluation to score agent performance, resulting in over 500,000 simulation trainings and cultivation of more than 1000 qualified agents.
With the development of online business, customer service agents gradually play a crucial role as an interface between the companies and their customers. Most companies spend a lot of time and effort on hiring and training customer service agents. To this end, we propose AdaCoach: A Virtual Coach for Training Customer Service Agents, to promote the ability of newly hired service agents before they get to work. AdaCoach is designed to simulate real customers who seek help and actively initiate the dialogue with the customer service agents. Besides, AdaCoach uses an automated dialogue evaluation model to score the performance of the customer agent in the training process, which can provide necessary assistance when the newly hired customer service agent encounters problems. We apply recent NLP technologies to ensure efficient run-time performance in the deployed system. To the best of our knowledge, this is the first system that trains the customer service agent through human-computer interaction. Until now, the system has already supported more than 500,000 simulation training and cultivated over 1000 qualified customer service agents.