Abstract: Systems and methods provide a cloud-based intelligent and interactive customer service platform that includes a communication manager, customer app, agent app, a virtual container (e.g. room) for communication, a natural language processor, voice processor, image processor, video processor, and an inference processor exposed by application programming interfaces; and executing an agent picker functionality within the automation infrastructure that performs operations comprising: receiving a communication from a customer; immediately analyzing the communication to determine the right agent; automatically understanding the state of the room parsing a knowledgebase for some of the conversation to the subject associated with the customer's communication; providing the state of the room to agent within a unified interface during the communication with the customer, capability to rate other party and add and drop multimedia to all containers.

Abstract: Systems and method are provided for synchronizing communications between two disparate computing systems. A context capture module is configured to capture interactions of a first computing system with an application to determine a current context of the first computing system's interactions. A communications initiation engine is configured to determine one of a plurality of other computing systems is to be queried for communication with the first computing system. When one of the other computing systems is to be queried, an initiation communication is provided to a particular one of the other computing systems, where the initiation communication includes data describing the current context of the first computing system's interactions. An availability indication is received from the particular other computing system. A communications module is configured to facilitate communications between the first computing system and the particular other computing system.

Abstract: Systems and method are provided for synchronizing communications between two disparate computing systems. A context capture module is configured to capture interactions of a first computing system with an application to determine a current context of the first computing system's interactions. A communications initiation engine is configured to determine one of a plurality of other computing systems is to be queried for communication with the first computing system. When one of the other computing systems is to be queried, an initiation communication is provided to a particular one of the other computing systems, where the initiation communication includes data describing the current context of the first computing system's interactions. An availability indication is received from the particular other computing system. A communications module is configured to facilitate communications between the first computing system and the particular other computing system.