SYSTEM FOR VISUAL-BASED PROGRAMMING OF SELF-SERVICE WORKFLOW
A system is provided that employs visual-based programming for self-service knowledge center and workflow. The visual-based programming employs modularized executable instructions that can be instantiated a graphical element that can be quickly assembled and/or linked to other modularized executable instructions without programming language proficiencies.
1 . A system to configure a self-service knowledge center, the system comprising:
a processor; and
a memory having instructions stored thereon, wherein execution of the instructions by the processor cause the processor to:
generate a graphical user interface for a programming workspace corresponding to the self-service knowledge center, the programming workspace comprising:
one or more user selectable input to add a software module associated with flow of the self-service knowledge center, and
one or more software modules to invoke an interaction session request between a user and an agent of a contact center associated with the self-service knowledge center, said one or modules comprising modules for generating a visualization for an interactive voice response, rendering a form, and rendering an alert;
wherein the interaction session request comprises a chat messaging interaction and/or a voice interaction; and
wherein the workspace is used to generate executable code for execution by a web server to host the self-service knowledge center.
2 . The system of claim 1 wherein said contact center is a cloud-based contact center.
3 . The system of claim 1 wherein the one or more software modules to invoke the interaction session request between the user and the agent of the contact center define an availability and a capacity for said agent.
4 . The system of claim 1 wherein the one or more software modules to invoke the interaction session request between the user and the agent of the contact center define an occupancy activity, a device, and one or more channel states to which a routing engine in the contact center can route interactions between the user and the agent.
5 . The system of claim 1 wherein the user is automatically authenticated.
6 . The system of claim 1 wherein the one or more software modules comprises an intent inference module to infer the user's intent from the interaction session.
7 . The system of claim 1 wherein the one or more software modules comprises a module for presenting information to the user through a mobile device of the user.
8 . A method for implementation on a special purpose computer system to configure a self-service knowledge center, the method comprising:
generating a graphical user interface for a programming workspace corresponding to the self-service knowledge center, the programming workspace comprising:
one or more user selectable input to add a software module associated with flow of the self-service knowledge center, and
one or more software modules to invoke an interaction session request between a user and an agent of a contact center associated with the self-service knowledge center, said one or modules comprising modules for generating a visualization for an interactive voice response, rendering a form, and rendering an alert;
wherein the interaction session request comprises a chat messaging interaction and/or a voice interaction; and
wherein the workspace is used to generate executable code for execution by a web server to host the self-service knowledge center.
9 . The method of claim 8 wherein said contact center is a cloud-based contact center.
10 . The method of claim 8 wherein the one or more software modules to invoke the interaction session request between the user and the agent of the contact center define an availability and a capacity for said agent.
11 . The method of claim 8 wherein the one or more software modules to invoke the interaction session request between the user and the agent of the contact center define an occupancy activity, a device, and one or more channel states to which a routing engine in the contact center can route interactions between the user and the agent.
12 . The method of claim 8 wherein the user is automatically authenticated.
13 . The method of claim 8 wherein the one or more software modules comprises an intent inference module to infer the user's intent from the interaction session.
14 . The method of claim 8 wherein the one or more software modules comprises a module for presenting information to the user through a mobile device of the user.
15 . A non-transitory computer-readable medium to configure a self-service knowledge center, the computer-readable medium comprising computer-readable instructions stored thereon wherein execution of the instruction by a processor cause the processor to:
generate a graphical user interface for a programming workspace corresponding to the self-service knowledge center, the programming workspace comprising:
one or more user selectable input to add a software module associated with flow of the self-service knowledge center, and
one or more software modules to invoke an interaction session request between a user and an agent of a contact center associated with the self-service knowledge center, said one or modules comprising modules for generating a visualization for an interactive voice response, rendering a form, and rendering an alert;
wherein the interaction session request comprises a chat messaging interaction and/or a voice interaction; and
wherein the workspace is used to generate executable code for execution by a web server to host the self-service knowledge center.
16 . The method of claim 8 wherein said contact center is a cloud-based contact center.
17 . The method of claim 8 wherein the one or more software modules to invoke the interaction session request between the user and the agent of the contact center define an availability and a capacity for said agent.
18 . The method of claim 8 wherein the one or more software modules to invoke the interaction session request between the user and the agent of the contact center define an occupancy activity, a device, and one or more channel states to which a routing engine in the contact center can route interactions between the user and the agent.
19 . The method of claim 8 wherein the user is automatically authenticated and wherein the one or more software modules comprises an intent inference module to infer the user's intent from the interaction session.
20 . The method of claim 8 wherein the one or more software modules comprises a module for presenting information to the user through a mobile device of the user.