A common problem in contact centers is high employee turnover. Artificial intelligence (AI) techniques that have been introduced to smoothen interaction and improve the customer’s experience can have opposite effects, e.g., by requiring the customer to navigate complex menu options. This disclosure describes AI-based techniques applied to agent training and customer calls. The techniques can reduce turnover at contact centers and improve the experience of end users who interact with customer service agents. Per the techniques, suitable AI techniques are implemented to train human customer agents, and human feedback is in turn used to train AI techniques. Human-AI augmentation can be used to mirror the communication styles of customers to improve the interaction experience. The techniques can also be used to improve safety, e.g., by automatically detecting scam calls and alerting users. The techniques enable the creation of scalable, standalone, artificial or human-AI augmented customer service agents.
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Koukoumidis, Emmanouil; Hasan, Shiblee; Abramson, Dustin; and Johnson Jr., Joseph Edwin, "Improving Remote Customer Interaction Experiences Using Machine Learning", Technical Disclosure Commons, (July 21, 2021)