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With the development of online business, customer service agents graduallyplay a crucial role as an interface between the companies and their customers.Most companies spend a lot of time and effort on hiring and training customerservice agents. To this end, we propose AdaCoach: A Virtual Coach for TrainingCustomer Service Agents, to promote the ability of newly hired service agentsbefore they get to work. AdaCoach is designed to simulate real customers whoseek help and actively initiate the dialogue with the customer service agents.Besides, AdaCoach uses an automated dialogue evaluation model to score theperformance of the customer agent in the training process, which can providenecessary assistance when the newly hired customer service agent encountersproblems. We apply recent NLP technologies to ensure efficient run-timeperformance in the deployed system. To the best of our knowledge, this is thefirst system that trains the customer service agent through human-computerinteraction. Until now, the system has already supported more than 500,000simulation training and cultivated over 1000 qualified customer service agents.

AdaCoach: A Virtual Coach for Training Customer Service Agents