AdaCoach：培训客服人员的虚拟教练
AdaCoach: A Virtual Coach for Training Customer Service Agents
摘要：
随着网上商务的发展，客服人员作为企业与客户之间的接口，逐渐发挥着至关重要的作用。大多数公司花费大量的时间和精力在招聘和培训客户服务代理。为此，我们提出了AdaCoach：一个培训客户服务代理的虚拟教练，以提高新雇用的服务代理在他们开始工作之前的能力。AdaCoach旨在模拟寻求帮助的真实客户，并主动与客户服务代理进行对话。此外，AdaCoach使用自动化的对话评估模型来对客户代理在培训过程中的表现进行评分，这可以在新雇用的客户服务代理遇到问题时提供必要的帮助。我们应用最新的NLP技术来确保部署系统的高效运行时性能。据我们所知，这是第一个通过人机交互培训客服人员的系统。到目前为止，该系统已经支持了超过50万次模拟培训，培养了超过1000名合格的客户服务人员。
英文摘要：
With the development of online business, customer service agents gradually play a crucial role as an interface between the companies and their customers. Most companies spend a lot of time and effort on hiring and training customer service agents. To this end, we propose AdaCoach: A Virtual Coach for Training Customer Service Agents, to promote the ability of newly hired service agents before they get to work. AdaCoach is designed to simulate real customers who seek help and actively initiate the dialogue with the customer service agents. Besides, AdaCoach uses an automated dialogue evaluation model to score the performance of the customer agent in the training process, which can provide necessary assistance when the newly hired customer service agent encounters problems. We apply recent NLP technologies to ensure efficient run-time performance in the deployed system. To the best of our knowledge, this is the first system that trains the customer service agent through human-computer interaction. Until now, the system has already supported more than 500,000 simulation training and cultivated over 1000 qualified customer service agents.
机构、总结、中文摘要均由AI分析而来，可能存在错误，请以论文正文为准。
