Abstract: A customer service robot may be selected, or configured, to address a particular work item. Robots may comprise different functionality due to absent software or hardware or due to existent but worn or non-compliant components. A particular work item may have several means of resolution. A particular resolution path is selected in accord with the ability of a robot. Should no path exist, the robot may be transformed by the addition or installation of hardware and/or software to provide the absent functionality. Resolution paths may also be weighted based on the level of success provided by prior resolution paths and/or the requirement for human involvement. Accordingly, a resolution path may be provided that balances robot capability with the likelihood of success and an appropriate level of human involvement.

Abstract: Acceptance of robotic service agents may be improved if robots are compliant with a monitoring program of a third party. A robot may be allowed to perform certain operations if monitored or prevented from such operations if unmonitored. If authorized, a robot may be able to perform certain operations unmonitored; however, the third party may report the authorized exception. Should the robot be unmonitored, and absent unauthorized exception, the robot performs only those operations approved for unmonitored mode. Otherwise, the robot is enabled to perform tasks approved for monitored and unmonitored mode. The third party may report the monitoring, lack of monitoring, and compliance with a monitoring program accordingly.

Abstract: Acceptance of robotic service agents may be improved if robots are compliant with a monitoring program of a third party. A robot may be allowed to perform certain operations if monitored or prevented from such operations if unmonitored. If authorized, a robot may be able to perform certain operations unmonitored; however, the third party may report the authorized exception. Should the robot be unmonitored, and absent unauthorized exception, the robot performs only those operations approved for unmonitored mode. Otherwise, the robot is enabled to perform tasks approved for monitored and unmonitored mode. The third party may report the monitoring, lack of monitoring, and compliance with a monitoring program accordingly.

Abstract: The delivery of goods to a customer comprises a substantial portion of human activity. To correct address errors and/or to more precisely locate delivery locations, systems are provided to assist human, human operated vehicle, or autonomous vehicles to locate a delivery point. Often the location of a delivery point is inaccurate or imprecise. GPS and other coordinate systems often fail or are imprecise without an unobstructed view of the sky. Even with coordinates available, the delivery point may be different from the coordinates or, more commonly, coordinates that are different from some standard point within a postal address associated with the coordinates. Providing a delivery system that utilizes a broadcasted identifier, such as an identifier associated with the order of the item, the delivery of the item may be made proximate to the source of the broadcasted identifier or further refined using the broadcasted identifier as a reference.

Abstract: Automated kiosks are often provided in retail settings to provide a convenient and cost-effective means to assist customers of the retail setting and as an alternative or supplement to human agents. Kiosks may work well for certain customers and actions, however, the customer and/or kiosk may fail to effectively interact with each other and leave the customer dissatisfied with the interaction. By determining a meta-meaning associated with a customer's actions with a kiosk, the kiosk may be able to determine whether an agent should be summoned to assist the customer. For example, a customer may be using the kiosk for an unusually long time. In response, an available agent may be notified and approach the customer to offer their assistance; without the customer explicitly requesting such assistance. As a benefit, the retail setting may appear more in-touch with the needs of the customer.

Abstract: A customer service robot may be limited to a maximum physical ability, such as speed of travel, speed of a robotic arm, etc. However, certain customers may be uncomfortable with a robot operating at the maximum capacity. Accordingly, a customer may have an attribute associated with a performance-limiting criteria. The criteria then limits the robot to operations within operational parameters associated with the performance-limiting criteria. As a benefit, a robot may be transformed to provide a better customer service experience by working quickly to address a customer service task, but within the confines of what a particular customer, or customer type, may consider comfortable or acceptable.

Abstract: The delivery of goods to a customer comprises a substantial portion of human activity. To correct address errors and/or to more precisely locate delivery locations, systems are provided to assist human, human operated vehicle, or autonomous vehicles to locate a delivery point. Often the location of a delivery point is inaccurate or imprecise. GPS and other coordinate systems often fail or are imprecise without an unobstructed view of the sky. Even with coordinates available, the delivery point may be different from the coordinates or, more commonly, coordinates that are different from some standard point within a postal address associated with the coordinates. Providing a delivery system that utilizes a broadcasted identifier, such as an identifier associated with the order of the item, the delivery of the item may be made proximate to the source of the broadcasted identifier or further refined using the broadcasted identifier as a reference.

Abstract: A service robot may be autonomous, with respect to a portion of a customer service task, and coordinated, with respect to another portion of a customer service task. A resource, such as another robot or an agent (human or automated), may monitor or interact with the robot and, in such a combination, perform a customer service task. The robot may be instructed to pause or delay initiation of a robot portion to allow for a resource to become available at a common time that the interaction portion is to be performed to minimize delay and promote better customer service. Should the delay be beyond an acceptable threshold, the robot may engage in a delay task (e.g., slow down, pause, etc.). The delay task may include a social interaction with a human at a service location.

Abstract: Co-browsing sessions provide a way for one party to see exactly what is being displayed on another party's computer or similar device. Co-browsing is particularly useful to an agent to help a customer solve a problem on a computer. Contact centers may determine portions of a co-browsing session that have been successful, capture the associated inputs, and have them play back to future customers. The agent may then be relieved from portions of the co-browsing interaction that are predictable and provide manual inputs having less predictability. The instructions for the automated co-browsing portions may be executed by the agent's device, the customer's device, and/or a server and may appear to the customer to be originating from the agent.

Abstract: A service robot is provided to communicate with other devices of a service location, such as another robot. A first and second robot may be tasked with performing a customer service task requiring a physical interaction. The first robot may determine that the second robot lacks instructions to perform the customer service task. Upon making the determination, the first robot retrieves physical interaction instructions and causes the second robot to load and execute the physical interaction instructions. The second robot is then transformed, by the first robot, into a configured robot able to perform the customer service task.

Abstract: A service robot may be autonomous, with respect to a portion of a customer service task, and coordinated, with respect to another portion of a customer service task. A resource, such as another robot or an agent (human or automated), may monitor or interact with the robot and, in such a combination, perform a customer service task. The robot may be instructed to pause or delay initiation of a robot portion to allow for a resource to become available at a common time that the interaction portion is to be performed to minimize delay and promote better customer service. Should the delay be beyond an acceptable threshold, the robot may engage in a delay task (e.g., slow down, pause, etc.). The delay task may include a social interaction with a human at a service location.

Abstract: Robotic customer service agents may require verification of a human. The verification may be of the identity of the human and/or a capability of the human. If verified, the robot operates in a verified mode and otherwise operates in a non-verified mode. The robot performs a customer service task in one of the verified mode or the non-verified mode, which may alter, omit, or substitute actions as appropriate for the mode.

Abstract: Contact center agents are often presented work items utilizing voice, video, and text. Text messages are often processed concurrently with other text or non-text messages. In order to avoid over or under utilizing agents, contact centers may determine an initial complexity for a work item and route the work item to an agent having the skills and capacity to accommodate the initial complexity. However, the initial complexity may differ from an observed complexity as the agent processes the work item. Accordingly, systems and methods are provided to monitor ongoing text message complexity and route subsequent work items to agents based on an observed complexity provided, at least in part, by the complexity of text-based work item current being processed, and the agents capacity to process the subsequent work item.

Abstract: Customer of a contact center often provide information related to their call that is use to route the call to an appropriate agent. As a result, a work item is created and routed to an agent selected, at least in part, as having a skill associated with the information provided. However, the information is often missing or wrong. As an agent processes the work item, it may become apparent that the work item was misrouted and if the true nature of the work item was known earlier, the work item would have been routed to a different agent. Provided with respect to certain embodiments, misrouted work items are identified and, if appropriate, rerouted to an appropriate agent for processing.

Abstract: Robotic customer service agents are provided such that, when properly configured, they are operable to perform a customer service task. A contact center may dispatch a robot, an accessory for a customer-owned robot, or instructions to transform an unconfigured robot, such as a generic robot, into a configured robot operable to perform the task. The robot may provide certain data to a contact center or a third-party to ensure compliance with operating practices to protect persons, property, and data and reduce the unnecessary acquisition of sensitive data, as well as, execute on-board risk mitigation applications.

Abstract: A service robot may be autonomous, with respect to a portion of a customer service task, and coordinated, with respect to another portion of a customer service task. A resource, such as another robot or an agent (human or automated), may monitor or interact with the robot and, in such a combination, perform a customer service task. The robot may be instructed to pause or delay initiation of a robot portion to allow for a resource to become available at a common time that the interaction portion is to be performed to minimize delay and promote better customer service. Should the delay be beyond an acceptable threshold, the robot may engage in a delay task (e.g., slow down, pause, etc.). The delay task may include a social interaction with a human at a service location.

Abstract: Robotic customer service agents are provided such that, when properly authenticated, they are operable to perform a customer service task. A contact center may dispatch a robot, an accessory for a customer-owned robot, or instructions to transform an unconfigured robot, such as a generic robot, into a configured robot operable to perform the task. If the robot, such as the base or entire robot, robot at the service location, an associated user, hardware addition, and/or software addition is authentic, then the robot may be operated in an authenticated mode. If non-authenticated, then the robot may operate in a non-authenticated mode, such as one consisting of one or more tasks or features being disabled. Additionally, authentication may be temporary (e.g., time restricted) or event restricted (e.g., as long as a result stays within a given range, the robot is being observed, etc.).

Abstract: A robotic customer service agent (“robot”) is provided to a service location. The robot may present a number of security concerns that, whether realized or not, present barriers to acceptance. A robot is provided that is determined to be in compliance with a security criteria. The security criteria may be related to software (e.g., running anti-virus software), hardware (e.g., an added camera is secure), communication (e.g., no unexpected communications), or other aspect. Should the robot be in compliance, it may operate in a secure mode, such as to perform or access more sensitive information. If the robot is not in compliance, the robot is operated in a non-secure mode, such as to block data transmissions, information capturing, or other process or operation that may present a security risk.

Abstract: Robotic customer service agents may require verification of a human. The verification may be of the identity of the human and/or a capability of the human. If verified, the robot operates in a verified mode and otherwise operates in a non-verified mode. The robot performs a customer service task in one of the verified mode or the non-verified mode, which may alter, omit, or substitute actions as appropriate for the mode.

Abstract: Acceptance of robotic service agents may be improved if robots are compliant with a monitoring program of a third party. A robot may be allowed to perform certain operations if monitored or prevented from such operations if unmonitored. If authorized, a robot may be able to perform certain operations unmonitored; however, the third party may report the authorized exception. Should the robot be unmonitored, and absent unauthorized exception, the robot performs only those operations approved for unmonitored mode. Otherwise, the robot is enabled to perform tasks approved for monitored and unmonitored mode. The third party may report the monitoring, lack of monitoring, and compliance with a monitoring program accordingly.