Methods and systems described in this disclosure receive a request for assistance from a device associated with a user, launch a conversational virtual assistant on the device, determine at least one potential subject of the request based on information associated with the user and a tab or webpage from which the conversational virtual assistant is launched, receive a verification of the subject of the request, create a contact menu with options for receiving the assistance, and receive a selection of one of the options.

A system including one or more processors and one or more non-transitory computer-readable media storing computing instructions configured to run on the one or more processors and perform generating an incident report for an incident request received from a user device of a user; sending an application program interface (API) request to a management platform for customer care to identify the user; assigning the incident report to an associate user interface of an associate device of an associate; retrieving a customer record associated with the user from a database of the management platform for customer care; populating the associate user interface with the customer record; automatically recording in real-time a new record of a present interaction between the associate and the user for the incident report; and transmitting the new record for storage in the database of the management platform for customer care. Other embodiments are disclosed.

A method for routing interactions arriving at a contact center. The method may include: providing a cost schedule for the interactions that includes a classifier in which categories of interaction types are defined and a cost value corresponding to each of the interaction types; providing a capacity value for agents; and routing the interactions in accordance with a routing process. The routing process may include: receiving the first interaction; pursuant to the classifier, classifying the first interaction as being a first interaction type; determining the cost value of the first interaction as being the cost value corresponding to the first interaction type in the cost schedule; calculating for each of the agents an available capacity; and routing the first interaction to a first agent based on the available capacity of the first agent being sufficient given the cost value.

The present disclosure relates generally to providing an intent-driven contact center. The contact center according to some embodiments analyzes intents to determine to which device or agent to route a communication. The analyzed intent information can also be used to formulate reports and analyze the accuracy of the identified intents with respect to the received communication.

The disclosure provides an intelligent callback service providing system which improves a customer satisfaction level by providing a specific, accurate, and quick response to a customer and enables a service provider to easily manage customers and continuously provide a high-quality service to the customers.

In an example embodiment, a solution is provided that introduces a second level IVR component controlled by a call control service that also controls a first IVR component. Controlling the IVR components using this call control service (which also interfaces with client software operated by a human agent) allows for data collected during the IVR sessions or during a live session with the human agent to be shared among the components. This also acts to eliminate the need for a traditional transfer of a call from a human agent to an IVR or vice versa, which would often be accompanied by audible clicks or beeps discernable to the caller.

Embodiments of the invention involve providing automated assistance to an agent operating an agent terminal. A database stores an automated assistance session comprising communications between at least one client terminal and at least one agent terminal during a communication session. The automated assistance session is restored in response to a connection being reestablished with the client terminal after the client terminal disconnects during the communication session. A client communication is received from the client terminal, and a plurality of statements is determined based on the client communication and the communications of the automated assistance session stored in the database. The statements are configured to be manually selected by an agent or automatically selected by an automated agent. The automated agent is engaged for automatically selecting one of the statements in response to a predetermined condition.

Method starts with a processor receiving configuration settings including an identified task, a relationship data, and a criticality value. Processor initializes a communication session with an agent client device. The communication session is between a virtual caller associated with the system and the agent client device. Processor then processes an audio signal of the communication session to generate an agent utterance and generates a transcribed agent utterance based on the agent utterance using a speech-to-text processor. Processor generates a virtual caller utterance using a task-specific virtual caller neural network associated with the identified task. The virtual caller utterance can be generated based on the transcribed agent utterance. Processor then causes the virtual caller utterance to be played back in the communication session to the agent client device. Other embodiments are disclosed herein.

A voice recognition system includes a call connection control device that controls the call destination of a user, and a computer. The computer is configured to perform voice recognition of speech voice data of the user, determine an intention of a speech of the user based on a voice recognition result of the speech voice data, evaluate the reliability of a response generated by the computer for the user based on the determined intention of the speech of the user, and cause the call connection control device to switch the call destination of the user to an operator terminal in a case where the reliability of the response is equal to or less than a threshold value.

A voice recognition system includes a call connection control device that controls the call destination of a user, and a computer. The computer is configured to perform voice recognition of speech voice data of the user, determine an intention of a speech of the user based on a voice recognition result of the speech voice data, evaluate the reliability of a response generated by the computer for the user based on the determined intention of the speech of the user, and cause the call connection control device to switch the call destination of the user to an operator terminal in a case where the reliability of the response is equal to or less than a threshold value.