| abstract |
Systems and methods for providing intelligent assistance using voice services for agent coaching. In some embodiments, an Information Handling System (IHS) may include: a processor; and a memory coupled to the processor, the memory having program instructions stored thereon that, upon execution, cause the IHS to: receive an instruction from a voice service provider in response to audio captured during a communication between a customer and an agent, where the instruction includes a sentiment indication; identify a resource used by the agent during the communication; determine a result of the communication; and store the sentiment indication, the resource identification, and the result of the communication, in a coaching database. |