Intelligent process automation for omnichannel user interaction

1 . A method of intelligent robotic process automation in a computing environment for omnichannel user interaction, the method comprising providing a unified user experience for user support over a plurality of communication channels via a plurality of collaborative bots and a plurality of support bots in the computing environment, the plurality of communication channels comprising a voice communication channel and a non-voice communication channel, the providing comprising:

triggering a first collaborative bot of the plurality of collaborative bots, wherein the first collaborative bot robotically executes, as a first user in the computing environment, a first user-executed process for data sourcing via both the voice communication channel and the non-voice communication channel;

discovering, by the first collaborative bot, a support communication via at least one of the voice communication channel or the non-voice communication channel, the support communication corresponding to a support request of a user, wherein discovering comprises retrieving the support communication from a designated storage location in which an omnichannel engagement system stores support communications;

obtaining, by the first collaborative bot, communication text from the support communication via a method that is based, at least in part, on a determination of whether the support communication is a voice communication or a non-voice communication, wherein the obtaining communication text comprises, responsive to a determination that the support communication is a voice communication: checking, by the first collaborative bot, download parameters of a recording comprising the voice communication, responsive to a determination that the download parameters satisfy one or more download conditions, downloading, by the first collaborative bot, the recording, converting, by the first collaborative bot, the recording to a byte array, storing, by the first collaborative bot, the byte array, and causing automatic voice recognition of the byte array;

responsive to the obtaining the communication text, triggering, by the first collaborative bot, a second collaborative bot of the plurality of collaborative bots, wherein the second collaborative bot robotically executes, as a second user in the computing environment, a second user-executed process for data classification;

automatically resolving, by the second collaborative bot, the communication text to a support use case of a plurality of defined support use cases via data classification of the communication text, wherein automatically resolving comprises extracting input data for the support request based, at least in part, on configurations for the support use case;

automatically selecting, by the second collaborative bot, a support bot for the support request based, at least in part, on the support use case, wherein the support bot is selected from a plurality of support bots that are each configured to robotically execute, without user interaction, a different technical workflow in service of a different support use case of the plurality of defined support use cases; and

responsive to the automatically selecting, triggering handling, by the second collaborative bot, of the support request by the automatically selected support bot, wherein triggering handling comprises routing information related to the extracted input data to the automatically selected support bot;

robotically executing, by the automatically selected support bot, the corresponding technical workflow without interaction with the user; and

responsive to the robotically executing, notifying, by at least one of the collaborative bots, the user regarding the handling the support request via at least one of the voice communication channel or the non-voice communication channel.

2 . The method of claim 1 , wherein the notifying is performed by a third collaborative bot of the plurality of collaborative bots, the third collaborative bot robotically executing, as a third user in the computing environment, a third user-executed process for routing and notification.

3 . The method of claim 1 , wherein the obtaining communication text comprises, responsive to a determination that the support communication is a voice communication, causing automatic voice recognition of the voice communication, wherein the automatic voice recognition yields at least a portion of the communication text.

4 . The method of claim 1 , wherein the obtaining communication text comprises, responsive to a determination that the support communication is a non-voice communication, extracting at least a portion of the communication text from the non-voice communication.

5 . The method of claim 1 , wherein:

the automatically selected support bot is configured to handle the support use case to which the communication text is resolved.

6 . The method of claim 1 , wherein the executing comprises taking, by the automatically selected support bot, one or more technical actions on a computer system in service of the support request of the user.

7 . The method of claim 6 , wherein the one or more technical actions are selected from the group consisting of: password reset, account unlock, and status determination.

8 . The method of claim 6 , comprising the automatically selected support bot triggering the at least one of the collaborative bots to notify the user regarding the taking of the one or more technical actions.

9 . The method of claim 1 , comprising:

detecting an exception in operation of the automatically selected support bot; and

responsive to the exception, triggering handling of the support request by a human support agent.

10 . The method of claim 1 , comprising:

determining input data for the support request based, at least in part, on configurations for the support use case;

extracting the input data from one or more data sources; and

wherein the triggering handling comprises routing information related to the input data to the automatically selected support bot.

11 . The method of claim 1 , wherein the automatically resolving comprises:

classifying the communication text according to a plurality of support use cases; and

associating the support use case with the support request based, at least in part, on a result of the classifying.

12 . The method of claim 1 , further comprising:

discovering a second support communication via at least one of the voice communication channel or the non-voice communication channel, the second support communication corresponding to a second support request of a second user;

obtaining second communication text from the second support communication based, at least in part, on a determination of whether the second support communication is a voice communication or a non-voice communication; and

responsive to a determination that the second support request does not correspond to any support use case that the plurality of support bots are configured to handle, automatically selecting a human support agent for the support request.

13 . The method of claim 1 , wherein the communication text is unstructured.

14 . A computer system comprising a processor and memory, wherein the processor and the memory in combination are operable to implement a method of intelligent robotic process automation in a computing environment for omnichannel user interaction, the method comprising providing a unified user experience for user support over a plurality of communication channels via a plurality of collaborative bots and a plurality of support bots in the computing environment, the plurality of communication channels comprising a voice communication channel and a non-voice communication channel, the providing comprising:

triggering a first collaborative bot of the plurality of collaborative bots, wherein the first collaborative bot robotically executes, as a first user in the computing environment, a first user-executed process for data sourcing via both the voice communication channel and the non-voice communication channel;

discovering, by the first collaborative bot, a support communication via at least one of the voice communication channel or the non-voice communication channel, the support communication corresponding to a support request of a user, wherein discovering comprises retrieving the support communication from a designated storage location in which an omnichannel engagement system stores support communications;

obtaining, by the first collaborative bot, communication text from the support communication via a method that is based, at least in part, on a determination of whether the support communication is a voice communication or a non-voice communication, wherein the obtaining communication text comprises, responsive to a determination that the support communication is a voice communication: checking, by the first collaborative bot, download parameters of a recording comprising the voice communication, responsive to a determination that the download parameters satisfy one or more download conditions, downloading, by the first collaborative bot, the recording, converting, by the first collaborative bot, the recording to a byte array, storing, by the first collaborative bot, the byte array, and causing automatic voice recognition of the byte array;

responsive to the obtaining the communication text, triggering, by the first collaborative bot, a second collaborative bot of the plurality of collaborative bots, wherein the second collaborative bot robotically executes, as a second user in the computing environment, a second user-executed process for data classification;

automatically resolving, by the second collaborative bot, the communication text to a support use case of a plurality of defined support use cases via data classification of the communication text, wherein automatically resolving comprises extracting input data for the support request based, at least in part, on configurations for the support use case;

automatically selecting, by the second collaborative bot, a support bot for the support request based, at least in part, on the support use case, wherein the support bot is selected from a plurality of support bots that are each configured to robotically execute, without user interaction, a different technical workflow in service of a different support use case of the plurality of defined support use cases; and

responsive to the automatically selecting, triggering handling, by the second collaborative bot, of the support request by the automatically selected support bot, wherein triggering handling comprises routing information related to the extracted input data to the automatically selected support bot;

robotically executing, by the automatically selected support bot, the corresponding technical workflow without interaction with the user; and

responsive to the robotically executing, notifying, by at least one of the collaborative bots, the user regarding the handling the support request via at least one of the voice communication channel or the non-voice communication channel.

15 . A computer-program product comprising a non-transitory computer-usable medium having computer-readable program code embodied therein, the computer-readable program code adapted to be executed to implement a method of intelligent robotic process automation in a computing environment for omnichannel user interaction, the method comprising providing a unified user experience for user support over a plurality of communication channels via a plurality of collaborative bots and a plurality of support bots in the computing environment, the plurality of communication channels comprising a voice communication channel and a non-voice communication channel, the providing comprising:

triggering a first collaborative bot of the plurality of collaborative bots, wherein the first collaborative bot robotically executes, as a first user in the computing environment, a first user-executed process for data sourcing via both the voice communication channel and the non-voice communication channel;

discovering, by the first collaborative bot, a support communication via at least one of the voice communication channel or the non-voice communication channel, the support communication corresponding to a support request of a user, wherein discovering comprises retrieving the support communication from a designated storage location in which an omnichannel engagement system stores support communications;

obtaining, by the first collaborative bot, communication text from the support communication via a method that is based, at least in part, on a determination of whether the support communication is a voice communication or a non-voice communication, wherein the obtaining communication text comprises, responsive to a determination that the support communication is a voice communication: checking, by the first collaborative bot, download parameters of a recording comprising the voice communication, responsive to a determination that the download parameters satisfy one or more download conditions, downloading, by the first collaborative bot, the recording, converting, by the first collaborative bot, the recording to a byte array, storing, by the first collaborative bot, the byte array, and causing automatic voice recognition of the byte array;

responsive to the obtaining the communication text, triggering, by the first collaborative bot, a second collaborative bot of the plurality of collaborative bots, wherein the second collaborative bot robotically executes, as a second user in the computing environment, a second user-executed process for data classification;

automatically resolving, by the second collaborative bot, the communication text to a support use case of a plurality of defined support use cases via data classification of the communication text, wherein automatically resolving comprises extracting input data for the support request based, at least in part, on configurations for the support use case;

automatically selecting, by the second collaborative bot, a support bot for the support request based, at least in part, on the support use case, wherein the support bot is selected from a plurality of support bots that are each configured to robotically execute, without user interaction, a different technical workflow in service of a different support use case of the plurality of defined support use cases; and

responsive to the automatically selecting, triggering handling, by the second collaborative bot, of the support request by the automatically selected support bot, wherein triggering handling comprises routing information related to the extracted input data to the automatically selected support bot;

robotically executing, by the automatically selected support bot, the corresponding technical workflow without interaction with the user; and

responsive to the robotically executing, notifying, by at least one of the collaborative bots, the user regarding the handling the support request via at least one of the voice communication channel or the non-voice communication channel.

16 . The computer-program product of claim 15 , wherein the notifying is performed by a third collaborative bot of the plurality of collaborative bots, the third collaborative bot robotically executing, as a third user in the computing environment, a third user-executed process for routing and notification.

17 . The computer-program product of claim 15 , wherein the obtaining communication text comprises, responsive to a determination that the support communication is a voice communication, causing automatic voice recognition of the voice communication, wherein the automatic voice recognition yields at least a portion of the communication text.

18 . The computer-program product of claim 15 , wherein the obtaining communication text comprises, responsive to a determination that the support communication is a non-voice communication, extracting at least a portion of the communication text from the non-voice communication.