Context sensitive dynamic user interface for customer service agent

摘要

This document discusses, among other things, a system that receives context, such as from a customer relationship management (CRM) or other case tracking system, and uses the received context to formulate a customized inquiry resolution process, which is particularized to the customer inquiry. The customized process can be used by a customer service agent to resolve the customer inquiry. The customized process can create additional context which is written back to any calling system.