A system and methods for contact center fault diagnostics, comprising a diagnostic engine and datastore of test cases used for testing components and services in a contact center, designed to operate on a contact center with a specified test campaign, allowing a contact center's various services and systems to be tested either internally or externally in an automated fashion with specified testcases being used to specify the format and expectations of a specific test, with reports of failures and points of failure being made available to system administrators.

Systems and methods are provided for diagnosing an issue associated with an enterprise application on a client device by initiating a communication from the client device to a CSR device to report the issue, generating a matter identifier associated with the reported issue, transmitting a communication containing a deep link to the client device, invoking the deep link to initiate mining of logging data corresponding to the use of the enterprise application and stored locally on the client device, formatting and/or tagging the mined logging data with the matter identifier, transmitting the formatted mined logging data from the client device to the CSR device and/or a proprietary server, analyzing the mined logging data to diagnose a source of the reported issue, and attempting to resolve the reported issue based on the analysis of the mined logging data.

A method comprises receiving, by a computing device, a selection of at least one product to initiate for a customer, determining, by executing a first bot, a product initiation system compatible with a second format and configured to initiate the at least one product, and retrieving, via the first bot, the customer information from a set of previously collected customer information within a product selection form stored in a first format. The method further includes enqueuing, via first bot, the customer information in a workflow queue, and providing, via at least one second bot, the customer information to the product initiation system in the second format, the at least one second bot being associated with the at least one product. The method further includes receiving, from the product initiation system, a notification indicating whether the at least one product has been initiated.

A method and system for managing financial wellbeing of customers is disclosed. In some embodiments, the method includes receiving a set of data instances associated with a plurality of customers from a plurality of data sources. The method further includes segmenting the plurality of customers based on an analysis of the set of data instances associated with each of the plurality of customers. The method further includes identifying at least one customer from the plurality of customers. The method further includes analyzing the at least one data instance associated with the at least one customer to identify one or more anomalies in financial pattern of the at least one customer; determining a root cause for the one or more anomalies identified in the financial pattern of the at least one customer; and providing at least one recommendation to the at least one customer based on the determined root cause.

A method and system for managing financial wellbeing of customers is disclosed. In some embodiments, the method includes receiving a set of data instances associated with a plurality of customers from a plurality of data sources. The method further includes segmenting the plurality of customers based on an analysis of the set of data instances associated with each of the plurality of customers. The method further includes identifying at least one customer from the plurality of customers. The method further includes analyzing the at least one data instance associated with the at least one customer to identify one or more anomalies in financial pattern of the at least one customer; determining a root cause for the one or more anomalies identified in the financial pattern of the at least one customer; and providing at least one recommendation to the at least one customer based on the determined root cause.

Methods and systems are presented for providing dynamic and interactive content in an online chat session. When it is determined that an online chat session is established between two devices, an interactive chat engine may begin monitoring chat messages exchanged between the devices to derive a context for the online chat session. A particular workflow from multiple workflows may be selected and initiated for the online chat session based on the derived context. The interactive chat engine may generate a chat object for presenting dynamic and interactive content to the user related to the workflow within the online chat session. The chat object may be inserted into the chat flow of the online chat session. Once inserted the chat object may generate and subsequently modify presentations for the devices participating in the online chat session.

Methods and systems are presented for providing dynamic and interactive content in an online chat session. When it is determined that an online chat session is established between two devices, an interactive chat engine may begin monitoring chat messages exchanged between the devices to derive a context for the online chat session. A particular workflow from multiple workflows may be selected and initiated for the online chat session based on the derived context. The interactive chat engine may generate a chat object for presenting dynamic and interactive content to the user related to the workflow within the online chat session. The chat object may be inserted into the chat flow of the online chat session. Once inserted the chat object may generate and subsequently modify presentations for the devices participating in the online chat session.

Embodiments described herein are generally directed to an improved product support system. In an example, one or more computer systems of a product support system, capture data relating to product support cases including one or more levels of support data from multiple data sources in accordance with a predefined or configurable schedule. Access to historical versions of a set of metrics for the data by or on behalf of one or more product support personnel is enabled by creating and persisting time-series data in near real-time based on periodic snapshots of the product support cases including counts of the product support cases associated with one or more categories.

A method for generating a sentiment score for a computer application user. An interface receives user input accessing a first observable goal as part of a user application. In response to receiving user input accessing the first observable goal, the system generates a first observable goal record for the first observable goal. In response to identifying an issue with the first observable goal, system tags the first observable with an issue notice tag for the issue and tracks one or more interactions that correspond to the first observable goal and the issue based on the issue notice tag. Each interaction is assigned a sentiment value score. The system generates a first sentiment score for the first observable goal by combining the sentiment value score for each of the interactions.

Methods, systems, and apparatus, including computer programs encoded on a computer storage medium, for automating software selection are disclosed. In one aspect, a method includes the actions of receiving, by a computing device, user interaction data that reflects an interaction between a first user and a second user. The actions further include receiving, by the computing device, user summary data that reflects characteristics of the first user. The actions further include, based on the user interaction data and the user summary data, determining, by the computing device, an application that is relevant to the interaction between the first user and the second user. The actions further include, based on determining the application that is relevant to the interaction between the first user and the second user, providing, for output to the second user, an interface of the application.