Intelligent automated agent and interactive voice response for a contact center

摘要

A system for a contact center includes: a processor; an interactive voice response (IVR) node configured to engage in an incoming interaction from a customer to the contact center by presenting set scripts to the customer and receiving corresponding responses; an intelligent automated agent including an artificial intelligence engine; a call server node configured to route the interaction and the responses to one of a pool of live agents or to the automated agent; and a non-transitory storage device coupled to the processor and configured to store customer profile data built from previous interactions. The automated agent is further configured to retrieve a profile of the customer from the customer profile data during the interaction and to update the retrieved profile on the storage device to reflect the interaction. The artificial intelligence engine is configured to learn knowledge from the interaction and to apply the learned knowledge to future interactions.

主权项

1. A system for a contact center, the system comprising:
a processor; and memory, wherein the memory stores instructions that, when executed by the processor, cause the processor to:
run an interactive voice response (IVR) node configured to engage in an interaction with a customer of the contact center by presenting set scripts to the customer and receiving corresponding responses from the customer;run an intelligent automated agent configured to communicate with the IVR node, the automated agent comprising an artificial intelligence engine;run a routing server node configured to identify an appropriate live agent from a pool of live agents;run a call server node configured to communicate with the automated agent for routing a first portion of the interaction with corresponding responses to the automated agent at a request of the customer, the call server node being further configured to communicate with an agent device associated with the identified live agent for further routing a second portion of the interaction with corresponding responses to the agent device; an electronic switch coupled to the processor and configured to deliver the interaction to the automated agent and to the agent device; and a non-transitory storage device coupled to the processor and configured to store customer profile data built from previous interactions between the customer and the contact center, wherein the instructions further cause the processor to: invoke the automated agent to retrieve a profile of the customer from the customer profile data during the first portion of the interaction and update the retrieved profile on the storage device to reflect the interaction, and invoke the artificial intelligence engine to learn knowledge from the first portion of the interaction and apply the learned knowledge to future interactions between the customer and the contact center.