System and method for generating an expandable pool of virtual agents to provide solutions in a metaverse

A method comprising:

• receiving, by a call center server from a central database, at least a portion of a plurality of historical observation operations performed by a particular real-world agent through an agent equipment during a plurality of interaction sessions in response to a plurality of service issues, wherein the call center server is in communication with a central database and a metaverse server via a network;
• identifying, by the call center server, at least a portion of the plurality of historical rule sets applied by the particular real-world agent through the agent equipment, wherein the plurality of the historical rule sets are configured to provide corresponding solutions in response to the plurality of the service issues;
• generating, by the call center server, an expandable pool of virtual agents associated with a plurality of skills of the particular real-world agent, wherein each virtual agent of the expandable pool of virtual agents is trained to have a unique skill of solving a corresponding service issue using a machine learning model based on the historical observation operations performed by the particular real-world agent and a historical rule set to address the service issue;
• communicating, by the call center server, data of the expandable pool of the virtual agents to the metaverse server;
• identifying, by the metaverse server, the expandable pool of the virtual agents in a virtual environment based on the data of the expandable pool of the virtual agents;
• receiving, by the call center server, a service inquiry with a service issue from a user equipment associated with a user;
• determining, by the call center server, whether the particular real-world agent is available to respond to the service inquiry through the agent equipment;
• in response to determining that the particular real-world agent is not available to respond to the service inquiry through the agent equipment, routing, by the call center server, the service inquiry with the service issue to the meta verse server;
• identifying, by the metaverse server, a first virtual agent from the expandable pool of the virtual agents, wherein the first virtual agent is associated with a first skill based on the service issue associated with the service inquiry from the user equipment;
• and
• conducting, by the metaverse server, a first interaction between the first virtual agent and a user avatar associated with the user equipment of the user.

A method comprising:

• receiving, by a call center server from a central database, at least a portion of a plurality of historical observation operations and at least a portion of the plurality of historical rule sets applied by the particular real-world agent a particular real-world agent through an agent equipment during a plurality of interaction sessions in response to a plurality of service issues, wherein the call center server is in communication with a central database and a metaverse server via a network;
• generating, by the call center server, an expandable pool of virtual agents associated with a plurality of skills of the particular real-world agent, wherein each virtual agent of the expandable pool of virtual agents is trained to have a unique skill of solving a corresponding service issue using a machine learning model based on the historical observation operations performed by the particular real-world agent and a historical rule set to address the service issue;
• communicating, by the call center server, data of the expandable pool of the virtual agents to the metaverse server;
• receiving, by the call center server, a service inquiry with a service issue from a user equipment associated with a user;
• determining the particular real-world agent is not available to respond to the service inquiry through the agent equipment;
• routing, by the call center server, the service inquiry with the service issue to the metaverse server;
• identifying, by the metaverse server, a first virtual agent from the expandable pool of the virtual agents in a virtual environment, wherein the first virtual agent is associated with a first skill based on the service issue associated with the service inquiry from the user equipment;
• and
• conducting, by the metaverse server, a first interaction between the first virtual agent and a user avatar associated with the user equipment of the user.