CONTACT CENTER OPERATOR SIMULATOR MODULE Russian patent published in 2022 - IPC G10L15/22 G06F3/16 

FIELD: computer technology.

SUBSTANCE: invention relates to the field of computer technology for processing digital data. The effect is achieved due to the operator simulator module, which contains the Asterisk PBX telephone exchange module, configured to redirect it to the module with the AudioSocket bidirectional audio protocol when a call arrives, configured to intercept control of the voice stream and redirect it through the silence detection module to the module speech recognition, made with the ability to convert oral speech into text and connected to the dialogue module, which, through the database of the virtual assistant, which stores information about the dialogue script and information on the passage of the script for each call, is connected to the dialogue download module, from which they are downloaded to any topic of dialogue scenarios, an operator evaluation module that allows you to rate each call of the operator by markers, a reporting module, and the dialogue module is also connected to the speech synthesis module, which, in turn, is connected to the protocol module of two directional AudioSocket audio.

EFFECT: providing automated assessment of the quality of the work of contact center operators using a voice robot based on the given markers of the quality of work.

1 cl, 3 dwg