CSC-CSO-Training-Simulator

AI-Powered CSO Training Simulator

An advanced, AI-driven training platform designed for Customer Service Officers (CSOs) to practice handling complex customer inquiries within a safe, simulated environment. The platform leverages the Gemini AI model to generate realistic scenarios and provide instant, bias-free, competency-based feedback.

🚀 Key Features

For CSOs (Independent Practice)

• AI-Generated Scenarios: Practice with diverse, realistic customer inquiries generated on-the-fly by AI.
• Internal Policy Context: Every scenario includes relevant internal policy snippets to ensure practice remains grounded in organizational rules.
• Real-time Evaluation: Receive immediate, detailed feedback across five core competencies:
  • Policy Translation
  • Empathy
  • WOG (Whole-of-Government) Perspective
  • Integrity
  • Problem Ownership
• Progress Tracking: Personal dashboard to monitor practice history and score trends over time.

For CX Managers (Team Dashboard)

• Organization-wide Analytics: Aggregate data on total sessions, average scores, and completion rates.
• Competency Gap Analysis: Visual bar charts identifying which core competencies the team needs more training in.
• Individual CSO Metrics: Detailed performance table tracking sessions, completion rates, and average scores for every team member.
• Scenario Management: Ability to regenerate training scenarios to keep content fresh and relevant.

🏁 Getting Started

For set up and installation - clone the repository

🛡 Security

The project uses Firebase Security Rules to ensure:

• CSOs can only read/write their own practice sessions.
• Only Admins (Managers) can access organization-wide analytics and user profiles.
• Strict data validation for all AI evaluations and scores.

📄 License

This project is licensed under the MIT License - see the LICENSE file for details.