Unified conversational system

1 . A method of leveraging a unified conversational system, the method comprising:

receiving, by the unified conversational system, a query statement from a user made to a chatbot;

determining, by the unified conversational system and with natural language processing, an intent of the query statement received from the user;

preparing, by the unified conversational system, a query for an application service that facilitates operations of a contact center system based on the intent of the query statement;

sending, by the unified conversational system, the query to the application service via an application programming interface (API) of the application service;

receiving, by the unified conversational system, a query response from the application service; and

providing, by the unified conversational system, the query response to the user via the chatbot.

2 . The method of claim 1 , wherein preparing the query for the application service comprises retrieving a query template based on the intent of the query statement received from the user.

3 . The method of claim 1 , further comprising:

retrieving, by the unified conversational system, a user profile of the user; and

providing, by the unified conversational system, a personalized prompt to the user based on the user profile, wherein the personalized prompt identifies one or more query options related to one or more application services.

4 . The method of claim 3 , wherein the user profile stores one or more application services frequently accessed by the user; and

wherein the personalized prompt identifies data associated with the one or more application services frequently accessed by the user.

5 . The method of claim 3 , wherein the user profile stores a set of most recent queries by the user; and

wherein the personalized prompt identifies the set of more recent queries by the user.

6 . The method of claim 1 , wherein the application service comprises a logging service.

7 . The method of claim 1 , wherein the application service comprises a metric service.

8 . The method of claim 1 , wherein the application service comprises an alerting service.

9 . The method of claim 1 , wherein the application service comprises a third party application service external to the unified conversational system.

10 . The method of claim 1 , further comprising generating, by the unified conversational system, a notification in response to determining that a particular query has been made at least a threshold number of times to a particular application service for which no data is stored in an associated query file.

11 . A computing system for leveraging a unified conversational system, the computing system comprising:

at least one processor; and

at least one memory having a plurality of instructions stored thereon that, in response to execution by the at least one processor, causes the computing system to:

receive, by the unified conversational system, a query statement from a user made to a chatbot;

determine, by the unified conversational system and with natural language processing, an intent of the query statement received from the user;

prepare, by the unified conversational system, a query for an application service that facilitates operations of a contact center system based on the intent of the query statement;

send, by the unified conversational system, the query to the application service via an application programming interface (API) of the application service;

receive, by the unified conversational system, a query response from the application service; and

provide, by the unified conversational system, the query response to the user via the chatbot.

12 . The computing system of claim 11 , wherein to prepare the query for the application service comprises to retrieve a query template based on the intent of the query statement received from the user.

13 . The computing system of claim 11 , wherein the plurality of instructions further causes the computing system to:

retrieve, by the unified conversational system, a user profile of the user; and

provide, by the unified conversational system, a personalized prompt to the user based on the user profile, wherein the personalized prompt identifies one or more query options related to one or more application services.

14 . The computing system of claim 13 , wherein the user profile stores one or more application services frequently accessed by the user; and

wherein the personalized prompt identifies data associated with the one or more application services frequently accessed by the user.

15 . The computing system of claim 13 , wherein the user profile stores a set of most recent queries by the user; and

wherein the personalized prompt identifies the set of more recent queries by the user.

16 . The computing system of claim 11 , wherein the application service comprises a logging service.

17 . The computing system of claim 11 , wherein the application service comprises a metric service.

18 . The computing system of claim 11 , wherein the application service comprises an alerting service.

19 . The computing system of claim 11 , wherein the application service comprises a third party application service external to the unified conversational system.

20 . The computing system of claim 11 , wherein the plurality of instructions further causes the computing system to generate, by the unified conversational system, a notification in response to a determination that a particular query has been made at least a threshold number of times to a particular application service for which no data is stored in an associated query file.