Insight of the Week: AI Powered Agent Training
Looking back, it’s obvious, but it took me a while to realize it: AI is an amazing agent training tool!
I’ve talked before about the challenges of ensuring your Gen AI agents - voicebots and chatbots - do the right thing, and can’t get led astray.
Traditional QA won’t cut it. You can’t write a test script, because Gen AI isn’t scripted. There is an infinite number of conversations your AI agents can have. So to make sure they do the right thing and don’t do the wrong thing, I’ve advocated augmenting explorative testing and evaluation with automated simulations, and evaluations.
Then someone asked if we could use Gen AI to help with their agent training program. Yes… of course we can! We can just point our Generative AI simulation and evaluation framework at a human agent, instead of an AI agent.
Obvious, right!
The cool thing is that this provides a nice, step-by-step path towards an AI-first contact center.
Here’s how it could go:
领英推荐
There are 2 key pieces of AI you need for this:
With these two AI agents and your existing CCaaS platform, you can be up and running, delivering classroom training, or even interleaving your training with real calls when your agents are not as busy. I went into more detail about AI agents in last week’s article.
The coolest thing about this approach is that it provides a safe, easy on-ramp to your AI first contact center journey:
But, the biggest win of all is that you’ll know how well your agents handle specific tasks, and you can use that as a baseline for the performance AI agents need to achieve before putting them in front of customers.
What do you think? Might this be a way for you and your team to get started with AI agents?
Kerry Robinson is an Oxford physicist with a Master's in Artificial Intelligence. Kerry is a technologist, scientist, and lover of data with over 20 years of experience in conversational AI. He combines business, customer experience, and technical expertise to deliver IVR, voice, and chatbot strategy and keep Waterfield Tech buzzing.