Automatic quality management of chat agents via chat bots

A method for automated quality management of agents of a contact center, the method comprising:

• identifying, by a processor, a trigger for invoking evaluation of a particular human agent of the contact center;
• selecting, by a processor, a topic for interacting with the human agent, wherein the selected topic is based on the identified trigger;
• identifying, by the processor, a dialog tree associated with the selected topic;
• invoking, by the processor, an automated response module for engaging in an automated communication session with the human agent based on the identified dialog tree, wherein the automated response module is configured to emulate a human customer during the automated communication session;
• evaluating, by the processor, the automated communication session with the human agent based on a defined criteria;
• determining, by the processor, whether the criteria has been satisfied;
• and
• invoking, by the processor, and action in response to the determination.

A system for automated quality management of agents of a contact center, comprising:

• a processor;
• and
• a memory coupled to the processor, the memory storing instructions that, when executed by the processor, cause the processor to:
• identify a trigger for invoking evaluation of a particular human agent of the contact center;
• select a topic for interacting with the human agent, wherein the selected topic is based on the identified trigger;
• identify a dialog tree associated with the selected topic;
• invoke an automated response module for engaging in an automated communication session with the human agent based on the identified dialog tree, wherein the automated response module is configured to emulate a human customer during the automated communication session;
• evaluate the automated communication session with the human agent based on a defined criteria;
• determine whether the criteria has been satisfied;
• and
• invoke an action in response to the determination.