Abstract
An artificial intelligence (AI)-powered simulation system is proposed herein for preparing technical support engineers by generating realistic, dynamically adaptive service requests from historical case data. An AI bot assumes the role of a customer, analyzes an engineer's troubleshooting actions and communication, adapts the scenario in real time, and responds based on engineer interactions; progressing the case forward, providing pushback, escalating or confirming case resolution. By integrating with service-request data, case-management tools, knowledge resources, and technical environments, the system provides scalable practice, performance assessment, and targeted proficiency development under conditions that simulate real-world and historical troubleshooting scenarios.
Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 License.
Recommended Citation
Huff, Brent; Wollak, Ben; and Hauer, Matt, "CUSTOMER SIMULATION AI BOT USING HISTORICAL CASE DATA", Technical Disclosure Commons, ()
https://www.tdcommons.org/dpubs_series/13015