FMR LLC (20240420584). METHOD FOR CONVERSATION SIMULATION

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METHOD FOR CONVERSATION SIMULATION

Organization Name

FMR LLC

Inventor(s)

Elizabeth Bowen of Andes NY (US)

Dean Biele of Lowell MA (US)

Sean Cawley of Providence RI (US)

METHOD FOR CONVERSATION SIMULATION

This abstract first appeared for US patent application 20240420584 titled 'METHOD FOR CONVERSATION SIMULATION



Original Abstract Submitted

a method for customer service representative training via a conversation with a simulated customer includes: receiving a profile of a simulated customer; causing display of the profile of the simulated customer; generating a plurality of textual prompts associated with the simulated customer and based on the profile of the simulated customer; generating a plurality of audio prompts associated with the simulated customer, each one corresponding to one of the textual prompts; playing each one of the plurality of audio prompts. the method also includes receiving a plurality of audio responses associated with the customer service representative, each one in response to a corresponding one of the audio prompts; generating a plurality of textual responses associated with the customer service representative, each one corresponding to one of the audio responses; storing the plurality of textual prompts and the plurality of textual responses in a database.