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Echo Rep

Call Center Rep. Training with AI

By: Kevin Wang, Alisson Lopez, Vianey Jimenez, Piusha Pandey

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  • 1 in 4 frontline workers lack confidence in training
  • Half leave within the 1st year
  • Most in demand, yet most under trained
  • No realistic practice =
    • Employees feel anxious
    • More mistakes
    • Customer satisfaction drops
  • Real success begins with effective practice!!!

The Problem

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Website that trains users through realistic, voice-based roleplay

Role of Gemini

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  • Caller
  • Feedback provider

Role of Google Cloud

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  • Hosts our website

Role of User

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  • Responds by typing or speaking

Our Solution & How It Works

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Challenges We Ran Into

Finding the Right Conversation Length

Issues With Voice Connection & Initialization

Issues With Feedback Page

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Next, we plan to add:

  • More customer types
  • Improve voice reliability
  • Build progress-tracking features

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What’s Next

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