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You've joined Stitch Fix as a training and quality lead. You report to the supervisor of training and quality programs and lead a small team of specialists who help employees throughout the company deliver a satisfying customer experience.
Your Issue:
Stitch Fix emphasizes the "art of conversation" with its trainers and customer experience staff. You recently heard about a conversation training system that uses natural language processing and natural language generation. It appears to be advanced enough to carry on realistic conversations, and you think it could be a great way to train customer agents. It would be more cost-effective than taking agents offline for lengthy courses, and it can be programmed to adapt on the fly during conversation to give agents practice in the areas they need it most. There would be some start-up costs to get the system installed and programmed, but it should pay for itself after a few months of use.
In your case study, present a persuasive argument for your supervisors of this ground-breaking tool to help trainers and customer experience staff.
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