Computer-readable recording medium having recorded therein agent training support program, and agent training support method and agent training support apparatus

Abstract

A computer-readable recording medium having recorded therein agent training program in which when each agent has been performing an answer, agent identifier, and enquiry contents and contents of the answer are stored in a storage device. An enquiry pattern is extracted from enquiry contents. Respective agents' answers are evaluated, for each enquiry pattern, and by a model contents of the answer extraction section, contents of the answer of an agent with highest evaluation is extracted as model contents of the answer. The contents of the answer of a trainee agent and model contents of the answer are divided into predetermined phases, and corresponding phase of both are mutually compared to calculate ineptitude-degrees in respective phases of trainee agent. By specifying from the model contents of the answer, a range of contents of the answer containing therein at least one of the phases where the ineptitude-degree is high, and lasting predetermined time, and generating teaching material with these contents, teaching material specialized for the inept answers of respective agents is provided, and agent training support performed.