SYSTEM AND METHOD FOR AUTOMATED SCHEDULING USING AGENT ASSIST WITHIN A CLOUD-BASED CONTACT CENTER
Methods to reduce agent effort and improve customer experience quality through artificial intelligence. The Agent Assist tool provides contact centers with an innovative tool designed to reduce agent effort, improve quality and reduce costs by minimizing search and data entry tasks The Agent Assist tool is natively built and fully unified within the agent interface while keeping all data internally protected from third-party sharing.
1 . A method, comprising:
executing an automation infrastructure within a cloud-based contact center that includes a communication manager, speech-to-text converter, a natural language processor, and an inference processor exposed by application programming interfaces; and
executing an agent assist functionality within the automation infrastructure that performs operations comprising:
receiving a communication from a customer;
displaying text associated with the communication in a first field of a unified user interface;
automatically analyzing the text to determine key terms associated the communication; and
automatically using the key terms to schedule a subsequent interaction with the customer.
2 . The method of claim 1 , further comprising:
querying one of a knowledgebase, a customer relationship management (CRM) platform/a customer service management (CSM) platform, and a database of customer-agent transcripts using the key terms; and
displaying responsive results to the querying in a second field in the unified interface.
3 . The method of claim 2 , further comprising automatically using query results to schedule the subsequent interaction.
4 . The method of claim 1 , further comprising:
receiving the communication as speech;
converting the speech to text; and
parsing the text for key terms.
5 . The method of claim 1 , wherein the communication is a multi-channel communication and received as one of an SMS text, voice call, e-mail, chat, interactive voice response (IVR)/intelligent virtual agent (IVA) systems, and social media.
6 . The method of claim 1 , further comprising providing an option to the agent to accept or reject the populating into the notes field of the call notes user interface.
7 . The method of claim 1 , wherein the method is performed in real-time.
8 . The method of claim 1 , further comprising scheduling the subsequent action with a person other than the agent by automatically retrieving a calendar associate with the person other than the agent.
9 . The method of claim 1 , further comprising communicating a confirmation of the subsequent interaction to the customer.
10 . The method of claim 9 , further comprising communicating the confirmation using a same channel of the communication.
11 . A cloud-based software platform comprising: one or more computer processors; and one or more computer-readable mediums storing instructions that, when executed by the one or more computer processors, cause the cloud-based software platform to perform operations comprising:
executing an automation infrastructure within a cloud-based contact center that includes a communication manager, speech-to-text converter, a natural language processor, and an inference processor exposed by application programming interfaces; and
executing an agent assist functionality within the automation infrastructure that performs operations comprising:
receiving a communication from a customer;
displaying text associated with the communication in a first field of a unified user interface;
automatically analyzing the text to determine key terms associated the communication; and
automatically using the key terms to schedule a subsequent interaction with the customer.
12 . The cloud-based software platform of claim 11 , further comprising instructions to cause operations comprising:
querying one of a knowledgebase, a customer relationship management (CRM) platform/a customer service management (CSM) platform, and a database of customer-agent transcripts using the key terms; and
displaying responsive results to the querying in a second field in the unified interface.
13 . The cloud-based software platform of claim 12 , further comprising instructions to cause operations comprising automatically using query results to schedule the subsequent interaction.
14 . The cloud-based software platform of claim 11 , further comprising instructions to cause operations comprising:
receiving the communication as speech;
converting the speech to text; and
parsing the text for key terms.
15 . The cloud-based software platform of claim 11 , wherein the communication is a multi-channel communication and received as one of an SMS text, voice call, e-mail, chat, interactive voice response (IVR)/intelligent virtual agent (IVA) systems, and social media.
16 . The cloud-based software platform of claim 11 , further comprising instructions to cause operations comprising providing an option to the agent to accept or reject the populating into the notes field of the call notes user interface.
17 . The cloud-based software platform of claim 11 , wherein the method is performed in real-time.
18 . The cloud-based software platform of claim 11 , further comprising instructions to cause operations comprising scheduling the subsequent action with a person other than the agent by automatically retrieving a calendar associate with the person other than the agent.
19 . The cloud-based software platform of claim 11 , further comprising instructions to cause operations comprising communicating a confirmation of the subsequent interaction to the customer.
20 . The cloud-based software platform of claim 19 , further comprising instructions to cause operations comprising communicating the confirmation using a same channel of the communication.