The disclosed embodiments illustrate method and system for establishing a communication channel between computing devices in a customer care environment. The method includes receiving a first input from a customer-computing device associated with the customer. The received first input is compared with one or more pre-stored datasets. Based on the comparison, a plurality of options corresponding to each of a plurality of levels of one or more workflows is rendered on a user interface displayed on a display screen of the customer-computing device. A second input is received for one of the rendered plurality of options. The second input is representative of at least a preference of the customer for a service associated with a workflow. Based on at least the received second input, a communication channel is established between the customer-computing device and an agent-computing device associated with the customer care agent.

A third-party company may assist other companies in providing customer support to their customers. The third-party company may provide software to a computer of a customer service representative to present a user interface to assist the customer service representative in responding to customer requests. Third-party company may also send update data to the computer of the customer service representative to cause a portion of the user interface to be updated, where the update data is determined using an intent of a message received from a customer. A message received from the customer may be processed to determine the intent of the message, a template may be obtained using the intent, and the update data may be generated by rendering the selected template. The update data may then be transmitted to the computer of the customer service representative to cause a portion of the user interface to be updated.

Systems and methods of establishing service requests via a smart TV device are provided. A smart TV device can receive fault condition information. The smart TV device can establish a first communication session between the smart TV device and a server and can transmit a service request interaction, including the received fault condition information, to the server. The server can transmit the first service request interaction to a computing device in a contact center environment. The computing device can generate diagnostic information and can transmit the diagnostic information to the server, which can forward the diagnostic information to the smart TV device. The smart TV device can display a prompt to deflect the first service request interaction from the smart TV device to a mobile device of the user. The mobile device can establish a second communication session between the mobile device and the computing device in the contact center environment to complete the first service request interaction.

A system and method for intent-based active callback management using enhanced callback objects, utilizing a cloud callback system comprising at least a profile manager, callback manager, interaction manager, media server, and environment analyzer, allowing users to call businesses, agents in contact centers, or other users who are connected to a cloud callback system, and, failing to connect to the individual they called, allow for an automatic callback object to be created, whereby the two users may be automatically called and bridged together at a time when both users are available.

A method for coordinating actions between an audio channel and a synchronized non-audio channel includes receiving an indication of a start of a session associated with a user and having an audio channel that is synchronized with a non-audio channel. Thereafter, repeated determinations are made as to whether a prompt on the non-audio channel has been received from the user. In response to each determination that the prompt on the non-audio channel has not been received from the user, a signal is sent to cause an inaudible output on the audio channel to the user. In response to a determination that the prompt on the non-audio channel has been received from the user, an audible output is selected based on an activity by the user on the non-audio channel, and a signal is sent to cause the audible output to be output on the audio channel.

Techniques for facilitating messaging in a group-based communication system between a calling device and one or more client devices. A first user operating a calling device may send a request to a call server computing device to send a call-based communication via the group-based communication system. The call-based communication may include voice or textual data. The call server computing device may receive the call-based communication and may format the call-based communication to send to the group-based communication system. The call server may send the formatted call-based communication to the group-based communication system for presentation via the one or more client devices.

A system and method for managing virtual queues. A cloud-based queue service manages a plurality of queues hosted by one or more entities. The queue service is in constant communication with the entities providing queue management, queue analysis, and queue recommendations. The queue service is likewise in direct communication with queued persons. Sending periodic updates while also motivating and incentivizing punctuality and minimizing wait times based on predictive analysis. The predictive analysis uses “Big Data” and other available data resources, for which the predictions assist in the balancing of persons across multiple queues for the same event or multiple persons across a sequence of queues for sequential events.

A method including receiving an incoming call from a calling device of a caller and determining identification information for the calling device. The method also includes receiving voice audio data of the caller from the calling device, converting the voice audio data to caller phones, and identifying a customer account associated with the identification information. The method further includes obtaining user phones for multiple candidate users associated with the identified customer account, comparing the caller phones to the user phones for the multiple candidate users, and determining the identity of the caller based on the comparison.

Provided are a call deflection and response system and method, wherein a voice call from a caller device is received, a skill group is determined to resolve an issue associated with the call, and a text response to the issue is sent to the caller device, providing a context-based personalized response. A caller leaves a detailed voicemail explaining an issue needing resolution, which is electronically transcribed and then run through a classifier to determine concepts and intents associated with the call. Based on the concepts and intents, responsibility for the call and associated files are transferred to a particular skill group on a chat platform for resolution. A chat entity from the appropriate skill group determines and provides an issue response via text message to the caller device, e.g., to the caller's mobile phone.

Systems and methods for executing a robotic process automation (RPA) workflow are provided. The RPA workflow is executed by a first robot. The execution of the RPA workflow is suspended by the first robot. A current context of the RPA workflow is serialized at a time of the suspension and the current context of the RPA workflow is stored. The execution of the RPA workflow is resumed by a second robot based on a triggering condition by retrieving the current context of the RPA workflow. The first robot and the second robot may be the same robot or different robots.