System and method for integrated virtual assistant-enhanced customer service
A system for virtual assistant facilitated contact center communications, wherein a virtual assistant at a contact center is used to communicate with a virtual assistant operating on a user device, thereby automating and improving contact center to customer communications. When a service request is received at a virtual assistant at the contact center from a virtual assistant operating on a user device, the virtual assistant at the contact center exchanges messages with one or more internal systems at the contact center to obtain relevant information. If any of the internal systems identifies missing information, the virtual assistant at the contact center queries the virtual assistant on the user device for the missing information.
1. A system for virtual assistant facilitated contact center communications, comprising:
one or more contact center internal systems at a contact center, wherein at least one of the one or more contact center internal systems is a network-connected virtual assistant operated by the contact center;
the network-connected virtual assistant operated by the contact center comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and executed by the processor, wherein the programming instructions, when executed by the processor, cause the processor to:
receive a service request from a virtual assistant application operating on a user device over a network;
connect to the one or more contact center internal systems other than the network-connected virtual assistant via the network;
exchange messages between the virtual assistant application and the other one or more contact center internal systems, wherein at least one of the other one or more contact center internal systems queries the messages to determine missing information that is required by the other one or more contact center internal systems that is not part of the information contained within the messages, and sends a response to the network-connected virtual assistant;
receive the response from the one or more other contact center internal systems; and
query the virtual assistant application to request the missing information.
2. The system of claim 1 , wherein the user device is a smartphone.
3. The system of claim 1 , wherein the user device is a virtual assistant platform.
4. The system of claim 1 , wherein the network is the Internet.
5. The system of claim 1 , wherein the network is a public switched telephony network.