Accenture Global Solutions Limited

Susan Miller

Alpana A Dubey

Kumar Abhinav

Manish Mehta

A call center system for reducing communication latency includes an input/output (I/O) interface for receiving one or more queries from a customer terminal; a processor in communication with the I/O interface; and non-transitory computer readable media in communication with the processor that stores instruction code. The instruction code is executed by the processor and causes the processor to route the one or more queries to a plurality of artificial intelligent (AI) logic modules and receive, from one or more of the AI logic modules, information that facilitates providing, by a call center agent, responses to the one or more queries. The processor also routes actual responses to the one or more queries made by the call center agent to the AI logic modules; and receives from at least one AI logic module one or more scores associated with one or more metrics that rate different aspects if the actual responses. When at least one of the scores is below a threshold, the processor communicates training information to the call center agent. The training information is directed to a subject area associated with the score being below the threshold. Communication of the information to the call center agent reduces a latency between receipt of the one or more queries and communication of correct responses to the one or more queries.

Growing community of inventors

Falls Church, VA, United States of America

Susan Miller