Systems and methods for handling customer conversations at a contact center

1. A method comprising:

receiving, by a contact center server, an utterance from a customer device as part of a conversation;

identifying, by the contact center server, utterance parameters of the utterance;

generating, by the contact center server, a first response to the utterance based on the utterance parameters;

outputting, by the contact center server, the utterance parameters and the first response to an agent device;

receiving, by the contact center server, from the agent device agent-identified-information corresponding to the utterance or agent-modified-information corresponding to the utterance parameters;

generating, by the contact center server, a second response to the utterance based on the agent-identified-information or the agent-modified-information; and

outputting, by the contact center server, the second response to the agent device.

2. The method of claim 1 , further comprising:

receiving, by the contact center server, from the agent device an agent response which includes the second response, or a combination of the first response and second response;

outputting, by the contact center server, the agent response to the customer device; and

training, by the contact center server, an artificial intelligence based model based on the agent response.

3. The method of claim 1 , wherein the utterance parameters include at least one of: one or more intents, one or more entity types, or one or more entity values.

4. The method of claim 1 , wherein the agent-identified-information comprises one or more agent-identified utterance parameters of the utterance.

5. The method of claim 1 , wherein the agent-modified-information comprises a modification of one or more of the utterance parameters of the utterance.

6. The method of claim 1 , wherein the second response includes at least part of the first response.

7. The method of claim 1 , wherein the first response or the second response comprise: an intent suggestion, a response suggestion, or action suggestion.

8. A contact center server comprising:

a processor; and

a memory coupled to the processor which is configured to be capable of executing programmed instructions stored in the memory to:

receive an utterance from a customer device as part of a conversation;

identify utterance parameters of the utterance;

generate a first response to the utterance based on the utterance parameters;

output the utterance parameters and the first response to an agent device;

receive from the agent device agent-identified-information corresponding to the utterance or agent-modified-information corresponding to the utterance parameters;

generate a second response to the utterance based on the agent-identified-information or the agent-modified-information; and

output the second response to the agent device.

9. The contact center server of claim 8 , wherein the processor is further configured to:

receive from the agent device an agent response which includes the second response, or a combination of the first response and second response;

output the agent response to the customer device; and

train an artificial intelligence based model based on the agent response.

10. The contact center server of claim 8 , wherein the utterance parameters include at least one of: one or more intents, one or more entity types, or one or more entity values.

11. The contact center server of claim 8 , wherein the agent-identified-information comprises one or more agent-identified utterance parameters of the utterance.

12. The contact center server of claim 8 , wherein the agent-modified-information comprises a modification of one or more of the utterance parameters of the utterance.

13. The contact center server of claim 8 , wherein the second response includes at least part of the first response.

14. The contact center server of claim 8 , wherein the first response or the second response comprise: an intent suggestion, a response suggestion, or action suggestion.

15. A non-transitory computer-readable medium having stored thereon instructions for managing customer conversations which when executed by a processor, causes the processor to:

receive an utterance from a customer device as part of a conversation;

identify utterance parameters of the utterance;

generate a first response to the utterance based on the utterance parameters;

output the utterance parameters and the first response to an agent device;

receive from the agent device agent-identified-information corresponding to the utterance or agent-modified-information corresponding to the utterance parameters;

generate a second response to the utterance based on the agent-identified-information or the agent-modified-information; and

output the second response to the agent device.

16. The non-transitory computer-readable medium of claim 15 , wherein the executable instructions when executed by the processor further causes the processor to:

receive from the agent device an agent response which includes the second response, or a combination of the first response and second response;

output the agent response to the customer device; and

train an artificial intelligence based model based on the agent response.

17. The non-transitory computer-readable medium of claim 15 , wherein the utterance parameters include at least one of: one or more intents, one or more entity types, or one or more entity values.

18. The non-transitory computer-readable medium of claim 15 , wherein the agent-identified-information comprises one or more agent-identified utterance parameters of the utterance.

19. The non-transitory computer-readable medium of claim 15 , wherein the agent-modified-information comprises a modification of one or more of the utterance parameters of the utterance.

20. The non-transitory computer-readable medium of claim 15 , wherein the second response includes at least part of the first response.

21. The non-transitory computer-readable medium of claim 15 , wherein the first response or the second response comprise: an intent suggestion, a response suggestion, or action suggestion.