MONITORING AGENT OVERSIGHT OF ARTIFICIAL INTELLIGENCE CONTENT IN CONTACT CENTER

摘要

To provide an oversight mechanism using an eye tracking system to monitor a human agent's review of artificial intelligence generated contact in a contact center communication session.SOLUTION: Content generated by an artificial intelligence engine for each session is presented to the human agent through a user interface for review by the human agent. While the generated content is being presented, the associated eye tracking system monitors review of the generated content by the human agent. An indication of the human agent's level of attention to the generated content is generated based on monitoring the review of the content by the human agent. The indication of the human agent's level of attention can be stored in a set of Key Performance Indicators (KPIs) for the human agent. One or more reports are provided based on the KPIs.SELECTED DRAWING: Figure 5