Abstract: A method for implementing chats that includes: providing a chat feature and chat interface on a webpage; providing two types of the chat resources for generating the text inputs of the chats, an automated chat resource type and a human chat resource type; providing a routing function that selectively routes incoming chats between the two types of the chat resources; providing a first selectable portion on the chat interface that, when selected by a customer, indicates a customer chat preference as to whether the customer prefers to chat with chat resources of the automated chat resource type or human chat resource type; receiving input from the customer device indicating that the customer selected the first selectable portion; determining from the received input the customer chat preference; and routing in accordance with the determined preference.

Abstract: A method for managing a queue in a contact center that includes: receiving a previous call from a first customer and determining a unique identifier; tracking a previous queue time; detecting the previous call ending without being connected to an agent; determining the previous wait time accrued; saving in a database a previous call record that includes the previous queue time and the unique identifier; receiving a present call from the first customer and determining a unique identifier; tracking a present queue time; using the unique identifier to check the database to determine the related previous call record; determining the previous queue time; calculating an adjusted total queue time that is the present queue time plus previous queue time; and positioning the first customer in the queue based on the adjusted total queue time.

Abstract: A method for implementing chats that includes: providing a chat feature and chat interface on a webpage; providing two types of the chat resources for generating the text inputs of the chats, an automated chat resource type and a human chat resource type; providing a routing function that selectively routes incoming chats between the two types of the chat resources; providing a first selectable portion on the chat interface that, when selected by a customer, indicates a customer chat preference as to whether the customer prefers to chat with chat resources of the automated chat resource type or human chat resource type; receiving input from the customer device indicating that the customer selected the first selectable portion; determining from the received input the customer chat preference; and routing in accordance with the determined preference.

Abstract: A method for resolving customer requests that includes: providing a personal bot assistant and an asynchronous resolution facilitator; receiving a customer request from a first customer and producing a transcript thereof; determining an intent based on the transcript and customer information relating to the determined intent; transmitting an initial set of data to the asynchronous resolution facilitator and assembling therefrom a resolution package that includes an agent interface showing information required to expeditiously resolve the customer request including one or more recommended business processes; displaying the agent interface on a screen of the agent device; receiving input from the agent device that indicates the agent has completed preparing a resolution for the customer request; and providing notification to the first customer of the achieved resolution via the personal device of the first customer.

Abstract: A method for resolving customer requests that includes: providing a personal bot assistant and an asynchronous resolution facilitator; receiving a customer request from a first customer and producing a transcript thereof; determining an intent based on the transcript and customer information relating to the determined intent; transmitting an initial set of data to the asynchronous resolution facilitator and assembling therefrom a resolution package that includes an agent interface showing information required to expeditiously resolve the customer request including one or more recommended business processes; displaying the agent interface on a screen of the agent device; receiving input from the agent device that indicates the agent has completed preparing a resolution for the customer request; and providing notification to the first customer of the achieved resolution via the personal device of the first customer.

Abstract: A method of anticipating user action by a contact center system based on machine learning includes receiving, by a processor of the contact center system, a first signal from an end user device in communication with the contact center system, the first signal being indicative of an event associated with a user journey, the user journey including a plurality of events, identifying, by the processor, a subset of the plurality of events of the user journey as a plurality of input events, predicting, by the processor, a next event associated with the user journey based on the plurality of input events; and generating, by the processor, a second signal for transmission to the end user device, the second signal including data corresponding to the next event.

Abstract: A method of anticipating user action by a contact center system based on machine learning includes receiving, by a processor of the contact center system, a first signal from an end user device in communication with the contact center system, the first signal being indicative of an event associated with a user journey, the user journey including a plurality of events, identifying, by the processor, a subset of the plurality of events of the user journey as a plurality of input events, predicting, by the processor, a next event associated with the user journey based on the plurality of input events; and generating, by the processor, a second signal for transmission to the end user device, the second signal including data corresponding to the next event.

Abstract: A method of establishing communication across contact center systems of unaffiliated entities includes receiving a first signal from a first server of a first contact center system, the first signal being indicative of an event associated with a first entity of the unaffiliated entities, identifying a user based on an identifier embedded within the first signal, identifying one or more second entities from among the unaffiliated entities, wherein the second entities are identified as being trusted by the user, predicting impact of the event on the one or more second entities, identifying a particular entity from among the one or more second entities predicted to be impacted by the event, and generating a second signal for transmission to a second server of a second contact center system associated with the identified particular entity, the second signal including data corresponding to the user and the event.

Abstract: A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.

Abstract: A method of establishing communication across contact center systems of unaffiliated entities includes receiving a first signal from a first server of a first contact center system, the first signal being indicative of an event associated with a first entity of the unaffiliated entities, identifying a user based on an identifier embedded within the first signal, identifying one or more second entities from among the unaffiliated entities, wherein the second entities are identified as being trusted by the user, predicting impact of the event on the one or more second entities, identifying a particular entity from among the one or more second entities predicted to be impacted by the event, and generating a second signal for transmission to a second server of a second contact center system associated with the identified particular entity, the second signal including data corresponding to the user and the event.

Abstract: A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.

Abstract: A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.

Abstract: A request is received from a communications device to execute an interaction site. A request is transmitted to the automated response system. First instructions that provide one or more steps of the multi-step communication flow between the communications device and the automated response system are received from the automated response system. In response to determining that the request is for the voice-interaction with the interaction site, second instructions that provide the one or more steps through a voice interaction with a user of the communications device are determined and transmitted to the communications device. In response to determining that the request is for the visual-interaction with the interaction site, third instructions that provide the one or more steps through a visual interaction with the user of the communications device are determined and transmitted to the communications device.