Telecom — Agent Training for Document Management System

Overview

The primary purpose of this DAG is to facilitate the training of agents responsible for managing documents within the KM2 portal, specifically in the telecom industry. The process is triggered by content updates and the introduction of new standard operating procedures (SOPs). The data sources include existing training materials, agent performance metrics, and updated SOP documents. The ingestion pipeline begins with the collection of these inputs, followed by the creation of tailored training m

The primary purpose of this DAG is to facilitate the training of agents responsible for managing documents within the KM2 portal, specifically in the telecom industry. The process is triggered by content updates and the introduction of new standard operating procedures (SOPs). The data sources include existing training materials, agent performance metrics, and updated SOP documents. The ingestion pipeline begins with the collection of these inputs, followed by the creation of tailored training modules designed to address specific knowledge gaps. Agents undergo evaluations to assess their understanding and retention of the training materials. Quality control measures are implemented throughout the training process to ensure its effectiveness, including regular assessments and feedback loops. In cases of failure, a follow-up process is initiated to identify and address any deficiencies in the training. The outputs of this DAG include updated training records, performance reports, and revised SOPs. Monitoring key performance indicators (KPIs) such as agent performance scores and training completion rates provides insights into the training effectiveness and areas for improvement. The business value of this DAG lies in its ability to enhance agent competency, streamline document management processes, and ultimately improve customer service delivery in the telecom sector.

Part of the Data & Model Catalog solution for the Telecom industry.

Use cases

• Improved agent competency leads to better customer service
• Streamlined document management enhances operational efficiency
• Quick adaptation to new procedures reduces downtime
• Data-driven insights for ongoing training enhancements
• Increased compliance with updated SOPs and regulations