Liquid Studio Accenture Virtual Simulator for Call Center Staff

Main articles:

• Virtual Reality (VR)
• Call Center - Purpose, Types and Tasks

2021: Create a virtual simulator for call centers

The Accenture Liquid Studio Innovation Workshop introduced a virtual simulator for call center employees that can be used to test and train staff.

The solution of Liquid Studio is based on virtual reality (VR) technology, artificial intelligence and speech recognition. The candidate for the call center operator thanks to VR can be immersed in various communication situations and track the reaction.

Offering complex communication situations for the test, the simulator tracks many parameters of the candidate: confidence and manner of holding, speech speed and articulation, the use of personalization, the ability to empathy, the number of doubts and "garbage" words, as well as how much the operator was able to answer the customer's question.

"With the help of a virtual simulator, companies can both evaluate the professional suitability of candidates, and develop already working personnel, immersing in realistic conditions and teaching correct behavior. This solution can be used in any industry - from online stores to banks - where there is active communication with customers through call centers, " noted Arseny Kondratyev, head of Liquid Studio Accenture in Russia.

Google Cloud Speech to Text, IBM Watson Tone Analyzer and Paython libraries were used to create the simulator. Thanks to them, a complete immersion in the call center environment is achieved, which is as close as possible to working in real conditions. This interactive training format is especially relevant for attracting talented youth and millennials, Accenture notes .

The system collects data on the key skills of each candidate and provides their comparative analysis, which allows you to identify the most promising employees.

According to Accenture, using the solution reduces the cost of adapting and training call center employees by up to 15%. Also, with the help of a simulator, you can reduce the flow of personnel among new employees. In addition, the application of the solution has a beneficial effect on the quality of customer service.

"The competent work of call center operators significantly affects the customer service and ultimately the image of the company. In conditions of high competition, errors in processing client calls can lead to sales losses, which emphasizes the importance of high-quality selection of candidates for the role of operators and their training. A well-organized and trained call center can minimize customer loss in difficult situations, and often increase sales by spreading the image of a company that cares about customers in all circumstances, " added Arseny Kondratyev.