System and method for providing chat-based customer callbacks

1. A system for providing chat-based customer callbacks, comprising:

a callback application server comprising a memory and a processor;

an interaction manager;

an intent analyzer comprising a first plurality of programming instructions stored in the memory of, and operating on the processor of, the callback application server, wherein the first plurality of programming instructions, when operating on the processor, cause the callback application server to:

receive a chat request from a user;

determine an intent of the chat request;

based on the intent, select a chat bot for communication with the user; and

connect the user to the chat bot in a chat session;

the selected chat bot comprising a second plurality of programming instructions stored in the memory of, and operating on the processor of, the callback application server, wherein the second plurality of programming instructions, when operating on the processor, cause the callback application server to:

receive a communication from the user;

determine whether the communication falls within the chat bot's capabilities; and

where the chat bot determines that the communication does not fall within its abilities, transmit an interactive prompt to the chat session, the interactive prompt comprising an option for the user to request a callback;

receive the callback request from the chat session;

direct the callback request to the interaction manager; and

the interaction manager comprising a second plurality of programming instructions stored in the memory of, and operating on the processor of, the callback application server, wherein the second plurality of programming instructions, when operating on the processor, cause the callback application server to:

determine callback availability for agents in a contact center, the callback availability being based on the status of a current interaction queue at the contact center, the callback request specifying the time when the callback should be made, and the specific agent identified by the user;

select an agent from within the agents in the contact center, to be used for the specified callback, the agent being selected based on the determined callback availability, wherein the agents in the contact center includes at least the user-specified agent; and

direct the session management server to initiate the callback; and

a session management server comprising a third plurality of programming instructions stored in the memory of, and operating on the processor of, the callback application server, wherein the third plurality of programming instructions, when operating on the processor, cause the callback application server to:

perform the callback at the specified time and using the selected agent.

2. The system of claim 1 , wherein the interactive prompt comprises a link to a callback request form.

3. The system of claim 1 , wherein the callback request comprises customer contact information.

4. A method for providing chat-based customer callbacks, comprising the steps of:

receiving, at a callback application server, a chat request from a user;

determining an intent of the chat request;

based on the intent, selecting a chat bot for communication with the user, the chat bot operating on the callback application server;

connecting the user to the chat bot in a chat session;

receiving a communication from the user at a chat bot;

determining, using the chat bot, whether the communication falls within the chat bot's capabilities;

where the chat bot determines that the communication does not fall within its abilities, transmitting an interactive prompt to the chat session, the interactive prompt comprising an option for the user to request a callback;

receiving the callback request from the chat session;

determining, using an interaction manager, callback availability for agents in a contact center, the callback availability being based on the status of a current interaction queue at the contact center, the user-specified time when the callback should be made, and the user-specified agent for the callback;

selecting an agent from within the agents in the contact center, to be used for the callback, the agent being selected based on the determined availability, wherein the agents in the contact center includes at least the user-specified agent; and

performing the callback using a session management server at the specified time and using the selected agent.

5. The method of claim 4 , wherein the interactive prompt comprises a link to a callback request form.

6. The method of claim 4 , wherein the callback request comprises customer contact information.