Systems and methods for a hybrid guided communication session
Systems, methods, and computer-readable media are provided for hybrid guidance of a communication session. In one aspect, a system includes one or more processors configured to execute computer-readable instructions to receive an inquiry from a user terminal; stream the inquiry to one or more support terminals configured to provide live support for the inquiry; determine if an automated response to the inquiry is available; and provide one of the automated response or a live response to the inquiry based on whether the automated response to the inquiry is available or not.
1 . A system comprising:
a processor; and
a tangible, non-transitory memory configured to communicate with the processor,
the tangible, non-transitory memory having instructions stored thereon that, in response to execution by the processor, cause the processor to perform operations comprising:
receiving an inquiry from a user via a user terminal having an inquiry application and a web browser;
streaming the inquiry to one or more support terminals that are open and configured to provide live support for the inquiry, wherein the one or more support terminals having the inquiry application, and wherein the inquiry is streamed along with multiple other inquiries in parallel;
streaming, to the one or more support terminals, a state of the user terminal, wherein the state of the user terminal includes a state of the inquiry application, a state of the web browser that is currently being displayed on the user terminal, user activity on the inquiry application, movement of a mouse of the user on at least one of the inquiry application or web browser and textual context being typed into at least one of the inquiry application or web browser;
determining if an automated response to the inquiry is available by searching a database of responses;
providing, to the user terminal, the automated response to the inquiry, in response to the automated response being in the database or responses;
providing, to the user terminal, the live support for the inquiry, in response to a lack of availability of the automated response;
providing, to the user terminal in real-time and in response to the state of the user terminal and the inquiry, prompts in a chat box, commands in a chat box, highlights of a screen of the user terminal, text based requests to the user terminal, prompts for the user to click and pop up messages alongside a portion of a website on the user terminal to guide the user through a resolution of the inquiry;
receiving, from the user terminal, a differential state of the user terminal with updates to the state of the user terminal,
streaming the differential state of the user terminal to the one or more support terminals;
determining progress toward the resolution of the inquiry, based on the differential state of the user terminal;
receiving, from the user terminal, feedback if the resolution was satisfactory;
receiving information from the one or more support terminals regarding the live support; and
updating the database of responses with the information to create additional of the automated responses.
2 . The system of claim 1 , further comprising:
receiving, after providing the automated response, the differential state of the user terminal during a period of time;
determining additional interactions by the user with the user terminal during the period of time; and
determining that the resolution was satisfactory based on the interactions.
3 . The system of claim 1 , further comprising reconstructing a user interface of the user terminal.
4 . The system of claim 1 , further comprising resolving remaining issues with the user using at least one of a voice session, video session or asking clarifying questions.
5 . The system of claim 4 , further comprising:
performing natural language processing on the inquiry to yield a result comprising a name of the user, a key phrase of the inquiry and a determination that the inquiry is at least one of a positive, neutral or negative statement and
comparing the result to the previous inquiries stored in the database in order to determine whether the automated response to the inquiry is available.
6 . The system of claim 1 , wherein the information from the one or more support terminals regarding the live support includes the inquiry, questions associated with the inquiry and responses provided to the inquiry.
7 . The system of claim 1 , further comprising:
receiving an automation request from at least one support terminal to automate the inquiry; and
updating the database with the information to automate the inquiry, in response to receiving the automation request.
8 . A method comprising:
receiving an inquiry from a user via a user terminal having an inquiry application and a web browser;
streaming the inquiry to one or more support terminals that are open and for providing live support for the inquiry, wherein the one or more support terminals having the inquiry application, and wherein the inquiry is streamed along with multiple other inquiries in parallel;
streaming, to the one or more support terminals, a state of the user terminal, wherein the state of the user terminal includes a state of the inquiry application, a state of the web browser that is currently being displayed on the user terminal, user activity on the inquiry application, movement of a mouse of the user on at least one of the inquiry application or web browser and textual context being typed into at least one of the inquiry application or web browser;
determining if an automated response to the inquiry is available by searching a database of responses; and
providing, to the user terminal, the automated response to the inquiry, in response to the automated response being in the database or responses;
providing, to the user terminal, the live support for the inquiry, in response to a lack of availability of the automated response;
providing, to the user terminal in real-time and in response to the state of the user terminal and the inquiry, prompts in a chat box, commands in a chat box, highlights of a screen of the user terminal, text based requests to the user terminal, prompts for the user to click and pop up messages alongside a portion of a website on the user terminal to guide the user through a resolution of the inquiry;
receiving, from the user terminal, a differential state of the user terminal with updates to the state of the user terminal;
streaming the differential state of the user terminal to the one or more support terminals;
determining progress toward the resolution of the inquiry, based on the differential state of the user terminal;
receiving, from the user terminal, feedback if the resolution was satisfactory;
receiving information from the one or more support terminals regarding the live support; and
updating the database of responses with the information to create additional of the automated responses.
9 . The method of claim 8 , further comprising:
receiving, after providing the automated response, the differential state of the user terminal during a period of time;
determining additional interactions by the user with the user terminal during the period of time; and
determining that the resolution was satisfactory based on the interactions.
10 . The method of claim 9 , further comprising reconstructing a user interface of the user terminal.
11 . The method of claim 8 , further comprising resolving remaining issues with the user using at least one of a voice session, video session or asking clarifying questions.
12 . The method of claim 11 , further comprising:
performing natural language processing on the inquiry to yield a result comprising a name of the user, a key phrase of the inquiry and a determination that the inquiry is at least one of a positive, neutral or negative statement; and
comparing the result to the previous inquiries stored in the database in order to determine whether the automated response to the inquiry is available.
13 . The method of claim 8 , wherein the information from the one or more support terminals regarding the live support includes the inquiry, questions associated with the inquiry and responses provided to the inquiry.
14 . The method of claim 8 , further comprising:
receiving an automation request from at least one support terminal to automate the inquiry; and
updating the database with the information to automate the inquiry, in response to receiving the automation request.
15 . An article of manufacture including a non-transitory, tangible computer readable storage medium having instructions stored thereon that, in response to execution by a processor, cause the processor to perform operations comprising:
receiving an inquiry from a user via a user terminal having an inquiry application and a web browser;
streaming the inquiry to one or more support terminals that are open and configured to provide live support for the inquiry, wherein the one or more support terminals having the inquiry application, and wherein the inquiry is streamed along with multiple other inquiries in parallel;
streaming, to the one or more support terminals, a state of the user terminal, wherein the state of the user terminal includes a state of the inquiry application, a state of the web browser that is currently being displayed on the user terminal, user activity on the inquiry application, movement of a mouse of the user on at least one of the inquiry application or web browser and textual context being typed into at least one of the inquiry application or web browser;
determining if an automated response to the inquiry is available by searching a database of responses;
providing, to the user terminal, the automated response to the inquiry, in response to the automated response being in the database or responses;
providing, to the user terminal, the live support for the inquiry, in response to a lack of availability of the automated response;
providing, to the user terminal in real-time and in response to the state of the user terminal and the inquiry, prompts in a chat box, commands in a chat box, highlights of a screen of the user terminal, text based requests to the user terminal, prompts for the user to click and pop up messages alongside a portion of a website on the user terminal to guide the user through a resolution of the inquiry;
receiving, from the user terminal, a differential state of the user terminal with updates to the state of the user terminal;
streaming the differential state of the user terminal to the one or more support terminals;
determining progress toward the resolution of the inquiry, based on the differential state of the user terminal;
receiving, from the user terminal, feedback if the resolution was satisfactory;
receiving information from the one or more support terminals regarding the live support; and
updating the database of responses with the information to create additional of the automated responses.
16 . The article of claim 15 , further comprising:
receiving, after providing the automated response, the differential state of the user terminal during a period of time;
determining additional interactions by the user with the user terminal during the period of time; and
determining that the resolution was satisfactory based on the interactions.
17 . The article of claim 15 , further comprising reconstructing a user interface of the user terminal.
18 . The article of claim 15 , further comprising resolving remaining issues with the user using at least one of a voice session, video session or asking clarifying questions.
19 . The article of claim 15 , further comprising:
performing natural language processing on the inquiry to yield a result comprising a name of the user, a key phrase of the inquiry and a determination that the inquiry is at least one of a positive, neutral or negative statement; and
comparing the result to the previous inquiries stored in the database in order to determine whether the automated response to the inquiry is available.
20 . The article of claim 15 , further comprising:
receiving an automation request from at least one support terminal to automate the inquiry; and
updating the database with the information to automate the inquiry, in response to receiving the automation request.