Intelligent scoring model for assessing the skills of a customer support agent

A computer system comprising:

• one or more information handling systems, wherein the one or more information handling systems include:
• a processor;
• a data bus coupled to the processor;
• and
• a non-transitory, computer-readable storage medium embodying computer program code, the non-transitory, computer-readable storage medium being coupled to the data bus;
• wherein the computer program code included in one or more of the information handling systems is executable by the processor of the information handling system so that the information handling system, alone or in combination with other information handling systems, executes operations comprising:
• establishing one or more benchmarks against which a performance of a customer support agent is to be measured, wherein the one or more benchmarks are derived directly and/or indirectly through analysis of historical customer service data by an Artificial Intelligence/Machine Learning (AI/ML) benchmark model;
• monitoring data relating to performance of the customer support agent during a customer call;
• and
• using the AI/ML benchmark model to determine one or more benchmark scores identifying whether the customer support agent is meeting the one or more benchmarks.

A non-transitory, computer-readable storage medium embodying computer program code, the computer program code comprising computer executable instructions configured for:

• establishing one or more benchmarks against which a performance of a customer support agent is to be measured, wherein the one or more benchmarks are derived directly and/or indirectly through analysis of historical customer service data by an Artificial Intelligence/Machine Learning (AI/ML) benchmark model;
• monitoring data relating to performance of the customer support agent during a customer call;
• and
• using the AI/ML benchmark model to determine one or more benchmark scores identifying whether the customer support agent is meeting the one or more benchmarks.