Simulated Media Generation for Contact Center Quality Management

A non-transitory computer readable medium storing instructions operable to cause one or more processors to perform operations comprising:

• determining, by a first artificial intelligence model using information generated by a second artificial intelligence model based on a contact center interaction between an agent device and a user device, a quality management output for the contact center interaction;
• generating, by the first artificial intelligence model based on the quality management output, simulated media configured for presentation at the agent device and response by an agent using the agent device;
• and
• outputting data usable for the agent device to access the simulated media.

A system, comprising:

• a memory subsystem;
• and
• processing circuitry configured to execute instructions stored in the memory subsystem to:
• determine, by a first artificial intelligence model using information generated by a second artificial intelligence model based on a contact center interaction between an agent device and a user device, a quality management output for the contact center interaction;
• generate, by the first artificial intelligence model based on the quality management output, simulated media configured for presentation at the agent device and response by an agent using the agent device;
• and
• output data usable for the agent device to access the simulated media.