SYSTEM AND METHOD FOR AN AGENT ASSIST UNIFIED INTERFACE 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;
presenting text associated with the communication in a unified user interface;
automatically analyzing the communication to determine a subject of the customer's communication;
automatically querying an information source for at least one response to the subject; and
presenting the response the unified user interface.
2 . The method of claim 1 , further comprising:
parsing the communication for key terms; and
automatically highlighting the key terms in the unified user interface.
3 . The method of claim 2 , the analyzing further comprising:
inferring an intent of the customer using an intent inference module; and
determining the keywords in accordance with the intent.
4 . The method of claim 1 , further comprising scrolling the unified user interface to receive subsequent communication from the customer and to present subsequent responses from the information source.
5 . The method of claim 1 , further comprising:
querying a plurality of information sources for responses to the subject; and
presenting the responses from the plurality of information sources in the unified user interface.
6 . The method of claim 1 , further comprising displaying an indication in the unified user interface that the communications being analyzed.
7 . The method of claim 1 , further comprising presenting communication controls in the unified user interface.
8 . The method of claim 1 , further comprising presenting information about the customer.
9 . The method of claim 8 , wherein the information comprises a customer phone number, or biometric information about the customer.
10 . The method of claim 1 , further comprising providing an indication as to a current speaker.
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;
presenting text associated with the communication in a unified user interface;
automatically analyzing the communication to determine a subject of the customer's communication;
automatically querying an information source for at least one response to the subject; and
presenting the response the unified user interface.
12 . The cloud-based software platform of claim 11 , further comprising instructions to cause operations comprising:
parsing the communication for key terms; and
automatically highlighting the key terms in the unified user interface.
13 . The cloud-based software platform of claim 12 , the analyzing further comprising instructions to cause operations comprising:
inferring an intent of the customer using an intent inference module; and
determining the keywords in accordance with the intent.
14 . The cloud-based software platform of claim 11 , further comprising instructions to cause operations comprising scrolling the unified user interface to receive subsequent communication from the customer and to present subsequent responses from the information source.
15 . The cloud-based software platform of claim 11 , further comprising instructions to cause operations comprising:
querying a plurality of information sources for responses to the subject; and
presenting the responses from the plurality of information sources in the unified user interface.
16 . The cloud-based software platform of claim 11 , further comprising instructions to cause operations comprising displaying an indication in the unified user interface that the communications being analyzed.
17 . The cloud-based software platform of claim 11 , further comprising instructions to cause operations comprising presenting communication controls in the unified user interface.
18 . The cloud-based software platform of claim 11 , further comprising instructions to cause operations comprising presenting information about the customer.
19 . The cloud-based software platform of claim 18 , wherein the information comprises a customer phone number, or biometric information about the customer.
20 . The cloud-based software platform of claim 11 , further comprising instructions to cause operations comprising providing an indication as to a current speaker.