SYSTEM AND METHOD FOR REAL-TIME 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:
receiving a communication from a customer;
automatically analyzing the communication in real-time to determine a subject of the customer's communication;
automatically parsing a knowledgebase in real-time for at least one responsive answer to a question associated with the subject of the customer's communication; and
providing the at least one responsive answer in real-time to an agent during the communication with the customer.
2 . The method of claim 1 , wherein the communication is in textual form, the method further comprising:
displaying text input by the customer in a first field of a unified interface;
parsing the text input by the customer for key terms;
querying the knowledgebase using the key terms; and
displaying responsive results from the knowledgebase as the solution in a second field in the unified interface.
3 . The method of claim 2 , further comprising highlighting the key terms.
4 . The method of 2 , further comprising:
querying a customer relationship management (CRM) platform/a customer service management (CSM) platform using the key terms; and
displaying responsive results from the CRM/CSM in the second field in the unified interface.
5 . The method of claim 2 , further comprising:
querying a database of customer-agent transcripts using the key terms; and
displaying responsive results from the database of customer-agent transcripts in the second field in the unified interface.
6 . The method of claim 1 , further comprising:
receiving the communication as speech;
converting the speech to text;
determining intent from the text; and
parsing the text for key terms.
7 . The method of claim 6 , further comprising:
querying the knowledgebase using the key terms; and
displaying responsive results from the knowledgebase as the solution in a second field in the unified interface.
8 . The method of 6 , further comprising:
querying a customer relationship management (CRM) platform/a customer service management (CSM) platform using the key terms; and
displaying responsive results from the CRM/CSM in the second field in the unified interface.
9 . The method of claim 6 , further comprising:
querying a database of customer-agent transcripts using the key terms; and
displaying responsive results from the database of customer-agent transcripts in the second field in the unified interface.
10 . 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.
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:
receiving a communication from a customer;
automatically analyzing the communication in real-time to determine a subject of the customer's communication;
automatically parsing a knowledgebase in real-time for at least one responsive answer to a question associated with the subject of the customer's communication; and
providing the at least one responsive answer in real-time to an agent during the communication with the customer.
12 . The cloud-based software platform of claim 11 , wherein the communication is in textual form, further comprising instructions to cause operations comprising:
displaying text input by the customer in a first field of a unified interface;
parsing the text input by the customer for key terms;
querying the knowledgebase using the key terms; and
displaying responsive results from the knowledgebase as the solution in a second field in the unified interface.
13 . The cloud-based software platform of claim 12 , further comprising instructions to cause operations comprising highlighting of the key terms.
14 . The cloud-based software platform of 12 , further comprising instructions to cause operations comprising:
querying a customer relationship management (CRM) platform/a customer service management (CSM) platform using the key terms; and
displaying responsive results from the CRM/CSM in the second field in the unified interface.
15 . The cloud-based software platform of claim 12 , further comprising instructions to cause operations comprising:
querying a database of customer-agent transcripts using the key terms; and
displaying responsive results from the database of customer-agent transcripts in the second field in the unified interface.
16 . 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;
determining intent from the text; and
parsing the text for key terms.
17 . The cloud-based software platform of claim 16 , further comprising instructions to cause operations comprising:
querying the knowledgebase using the key terms; and
displaying responsive results from the knowledgebase as the solution in a second field in the unified interface.
18 . The cloud-based software platform of 16 , further comprising instructions to cause operations comprising:
querying a customer relationship management (CRM) platform/a customer service management (CSM) platform using the key terms; and
displaying responsive results from the CRM/CSM in the second field in the unified interface.
19 . The cloud-based software platform of claim 16 , further comprising instructions to cause operations comprising:
querying a database of customer-agent transcripts using the key terms; and
displaying responsive results from the database of customer-agent transcripts in the second field in the unified interface.
20 . 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.