MANAGEMENT SYSTEM FOR A CONTACT CENTRE

摘要

An application management system, including a learning robot/learning agent adapted to generate control data (eg automation script) by monitoring interactions (404,406) between a customer service application (CSA) and a us er of the application and an execution robot for sending application data to th e application on the basis of the control data, is described. A contact centre management system whose components are configurable by a contact centre administrator is also described. A relationship management system that manag es a relationship between a business requiring a contact centre and a customer service representative broker is also described.