MONITORING AGENT OVERSIGHT OF ARTIFICIAL INTELLIGENCE CONTENT IN A CONTACT CENTER

Embodiments provide an oversight mechanism using eye tracking to monitor a human agent's review of artificial intelligence generated contact in a contact center communication session. Content generated by an artificial intelligence engine for each session can be presented to the human agent thr...

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Bibliographic Details
Main Authors CARTY, Gerard, MORAN, Thomas
Format Patent
LanguageEnglish
French
German
Published 27.02.2019
Subjects
ELECTRIC COMMUNICATION TECHNIQUE
ELECTRICITY
TELEPHONIC COMMUNICATION
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Summary:Embodiments provide an oversight mechanism using eye tracking to monitor a human agent's review of artificial intelligence generated contact in a contact center communication session. Content generated by an artificial intelligence engine for each session can be presented to the human agent through a user interface for review by the human agent. While the generated content is being presented, an eye tracking system associated can monitor review of the generated content by the human agent. An indication of the human agent's level of attention to the generated content can be generated based on monitoring the review of the content by the human agent. The indication of the human agent's level of attention can be stored in a set of Key Performance Indicators (KPIs) for the human agent. One or more reports can be provided based on the KPIs.
Bibliography:Application Number: EP20180189594