System and method for implementing client service aspect of enterprise

1 . A computer-implemented method for controlling a client service interaction in an enterprise, wherein a client is involved in a client-initiated interaction with a recipient via a communication channel, and wherein there are two or more available communication channels, the computer-implemented method comprising:

receiving, by a processor, a client-initiated communication from the client;

identifying, by the processor, the client based on discernible information associated with the client-initiated communication;

retrieving, by the processor, an internal client identification for the client;

retrieving, by the processor, from an electronic centralized data storage element, client information for the client based on the internal client identification, wherein the client information represents one or more prior client-initiated experiences of the client with at least one of the two or more available communication channels;

discerning, by the processor, based on the client information, a purpose of the client-initiated interaction;

monitoring, by the processor, the two or more available communication channels to determine wait times for each communication channel;

determining, by the processor, based on the one or more prior client-initiated experiences with a first communication channel of the two or more available communication channels, an association of the purpose of the client-initiated interaction with the first communication channel;

determining, by the processor, a prioritization for the client based on the first communication channel, the purpose of the client-initiated interaction, and the wait times;

determining, by the processor, based on the prioritization and the one or more prior client-initiated experiences, a second communication channel of the two or more available communication channels, wherein the second communication channel facilitates a second type of interaction distinct from a first type of interaction facilitated by the first communication channel;

routing, by the processor, the client-initiated communication to the recipient via the second communication channel based on the prioritization; and

adding, by the processor, to the electronic centralized data storage element, additional client information generated during the client-initiated interaction, including information representative of an experience of the client with the second communication channel.

2 . The computer-implemented method as set forth in claim 1 , wherein the first type of interaction is a text interaction and the second type of interaction is a voice interaction.

3 . The computer-implemented method as set forth in claim 1 , further comprising:

determining, by the processor, that the recipient is associated with at least one of the one or more prior client-initiated experiences; and

identifying, by the processor, the first communication channel of the two or more available communication channels further based on determining that the recipient is associated with the at least one of the one or more prior client-initiated experiences.

4 . The computer-implemented method as set forth in claim 1 , wherein discerning the purpose of the client-initiated interaction comprises predicting, by the processor, based on the one or more prior client-initiated experiences, the purpose of the client-initiated interaction.

5 . The computer-implemented method as set forth in claim 1 , wherein:

the computer-implemented method further comprises determining, by the processor, based on the client information, a predicted life event, and

discerning the purpose of the client-initiated interaction comprises predicting, by the processor, based on the predicted life event, the purpose of the client-initiated interaction.

6 . The computer-implemented method as set forth in claim 1 , wherein the client information includes a history of past interactions.

7 . The computer-implemented method as set forth in claim 1 , wherein the client information includes a current status of the client.

8 . The computer-implemented method as set forth in claim 1 , wherein the purpose of the client-initiated interaction is given by the client.

9 . The computer-implemented method as set forth in claim 1 , wherein the purpose of the client-initiated interaction is predicted based on the client information.

10 . The computer-implemented method as set forth in claim 1 , further comprising:

determining, based on a first client interaction quality history for the first type of interaction facilitated by the first communication channel, that the client is a visual communicator; and

determining the association of the purpose of the client-initiated interaction with the first communication channel further based on determining that the client is a visual communicator.

11 . The computer-implemented method as set forth in claim 1 , further comprising:

determining, based on a first client interaction quality history for the first type of interaction facilitated by the first communication channel, that the client is an audio communicator; and

determining the association of the purpose of the client-initiated interaction with the first communication channel further based on determining that the client is the audio communicator.

12 . The computer-implemented method as set forth in claim 1 , wherein determining the second communication channel is

further based on determining that the client is one of a visual communicator or an audio communicator.

13 . The computer-implemented method as set forth in claim 1 , further comprising adjusting electronically a work schedule for the recipient based on the prioritization.

14 . The computer-implemented method as set forth in claim 13 , wherein adjusting the work schedule for the recipient is further based on a projected traffic volume for at least one of the first communication channel or the second communication channel.

15 . The computer-implemented method as set forth in claim 1 , wherein discerning the purpose of the client-initiated interaction based on the client information comprises:

determining, based on machine-generated data associated with the client information, that a bill associated with the client is due; and

discerning the purpose of the client-initiated interaction based on determining that a bill associated with the client is due.

16 . The computer-implemented method as set forth in claim 1 , wherein discerning the purpose of the client-initiated interaction based on the client information comprises determining the purpose of the client-initiated interaction based on computer analysis of voice data or audio data provided by the client.

17 . The computer-implemented method as set forth in claim 1 , wherein adding the additional client information generated during the client-initiated interaction to the electronic centralized data storage element comprises streaming interaction data generated on the second communication channel and associated with the client-initiated communication to the electronic centralized data storage element.

18 . The computer-implemented method as set forth in claim 1 , further comprising adjusting a work schedule for the recipient based on the additional client information in the electronic centralized data storage element.

19 . A computing system for automatically implementing a client interaction via a communication channel, the computing system comprising:

a processor; and

memory in communication with the processor, the memory storing instructions that, when executed by the processor, cause the processor to perform operations comprising:

receiving a client-initiated communication from the client directed to a recipient;

determining an internal client identifier based on discernible information associated with the client-initiated communication;

retrieving client information from a data storage element based on the internal client identifier, wherein the client information represents one or more prior client-initiated experiences of the client with at least one communication channel of two or more communication channels;

discerning a purpose of the client-initiated interaction based on the client information;

monitoring the two or more communication channels to determine wait times for individual channels of the two or more communication channels;

determining, based on the one or more prior client-initiated experiences with a first communication channel of the two or more communication channels, an association of the purpose of the client-initiated interaction with the first communication channel;

determining a prioritization for the client by based on the first communication channel, the purpose of the client-initiated interaction, and the wait times;

determining, based on the prioritization and the one or more prior client-initiated experiences, a second communication channel of the two or more communication channels, wherein the second communication channel facilitates a second type of interaction distinct from a first type of interaction facilitated by the first communication channel;

routing the client-initiated to the recipient via the second communication channel based on the prioritization; and

adding additional client information generated during the client-initiated interaction to the data storage element, wherein the additional client information represents an experience of the client with the second communication channel.

20 . A non-transitory computer-readable storage medium storing processor-executable instructions for automatically implementing a client interaction via one or more communications channels that, when executed, cause one or more processors to perform operations comprising:

receiving a client-initiated communication from the client directed to a recipient;

determining an internal client identifier based on discernible information associated with the client-initiated communication;

retrieving client information from a data storage element based on the internal client identifier, wherein the client information represents one or more prior client-initiated experiences of the client with at least one communication channel of two or more communication channels;

discerning a purpose of the client-initiated interaction based on the client information;

monitoring the two or more communication channels to determine wait times for individual channels of the two or more communication channels;

determining, based on the one or more prior client-initiated experiences with a first communication channel of the two or more communication channels, an association of the purpose of the client-initiated interaction with the first communication channel;

determining a prioritization for the client by based on the first communication channel, the purpose of the client-initiated interaction, and the wait times;

determining, based on the prioritization and the one or more prior client-initiated experiences, a second communication channel of the two or more communication channels, wherein the second communication channel facilitates a second type of interaction distinct from a first type of interaction facilitated by the first communication channel;

routing the client-initiated to the recipient via second communication channel based on the prioritization; and

adding additional client information generated during the client-initiated interaction to the data storage element, wherein the additional client information represents an experience of the client with the second communication channel.