INTELLIGENT AUTOMATED AGENT FOR A CONTACT CENTER

摘要

A system for handling customer interactions with a contact center for an enterprise includes an intelligent automated agent that includes a processor, a non-transitory storage device configured to store customer profile data, and a memory. The memory has instructions stored thereon that, when executed by the processor, causes the processor to: run an artificial intelligence engine configured to learn knowledge about a customer from past interactions between the contact center and the customer, and to apply the learned knowledge to future interactions; and maintain the customer profile data on the storage device. The maintaining of the customer profile data includes retrieving the customer profile data at a beginning of a new interaction, using the retrieved customer profile data to decide how to handle the new interaction, and updating the customer profile data after completion of the new interaction to reflect the new interaction as one of the past interactions.

主权项

1. A system for handling customer interactions with a contact center for an enterprise, the system comprising:
an intelligent automated agent comprising:
a processor;a non-transitory storage device configured to store customer profile data; anda memory, wherein the memory has instructions stored thereon that, when executed by the processor, causes the processor to:
run an artificial intelligence engine configured to learn knowledge about a customer from past ones of the customer interactions between the contact center and the customer, and to apply the learned knowledge to future ones of the customer interactions between the contact center and the customer; andmaintain the customer profile data on the storage device, comprising:
retrieving the customer profile data for the customer at a beginning of a new one of the customer interactions between the contact center and the customer;using the retrieved customer profile data to decide how to handle the new one of the customer interactions; andupdating the customer profile data for the customer on the storage device after completion of the new one of the customer interactions to reflect the new one of the customer interactions as one of the past ones of the customer interactions between the contact center and the customer.