Abstract: Embodiments of the present invention employ a virtual assistant for use by a live agent during a session while traditional virtual assistant applications interact directly with the customer contact. According to one embodiment, the virtual assistant content can be displayed to the live agent alongside the chat window, for example in a side-by-side layout. Buttons and/or shortcut keys can also be provided which would allow the agent to “promote” the virtual assistant response to the chat session. In such cases, the virtual assistant answer or response can be moved to the chat panel and be sent to the customer. This approach can leverage the virtual assistant to make live agents more efficient by providing answers to questions that keep the live agent from having to look them up or even type the answer at all. This approach can also provide a more consistent service experience between customers and between sessions.

Abstract: Embodiments of the present invention employ a virtual assistant for use by a live agent during a session while traditional virtual assistant applications interact directly with the customer contact. According to one embodiment, the virtual assistant content can be displayed to the live agent alongside the chat window, for example in a side-by-side layout. Buttons and/or shortcut keys can also be provided which would allow the agent to “promote” the virtual assistant response to the chat session. In such cases, the virtual assistant answer or response can be moved to the chat panel and be sent to the customer. This approach can leverage the virtual assistant to make live agents more efficient by providing answers to questions that keep the live agent from having to look them up or even type the answer at all. This approach can also provide a more consistent service experience between customers and between sessions.

Abstract: Embodiments of the invention provide systems and methods for managing a customer interaction with a virtual assistant. Managing a customer interaction with a virtual assistant can comprise receiving a request to initiate an interaction between the virtual assistant and the customer. A context of the request or the interaction between the virtual assistant and the customer can be identified. The context can be based on information identifying at least one of the customer or a product or service that is a subject of the interaction. Information relevant to the interaction between the virtual assistant and the customer can be retrieved based on the identified context. The retrieved information can be stored in a session memory supporting the interaction and the interaction with the customer can be conducted dynamically through the virtual assistant based on the information stored in the session memory.