Abstract: A method and apparatus for providing assistance to customers seeking assistance from agents of an enterprise is disclosed. The method includes receiving a signal indicating the caller's wish to speak with a live agent associated with the enterprise to seek the assistance from the live agent. In response to a receipt of the signal, it is determined whether at least one live agent from among a plurality of live agents associated with the enterprise is available for a voice interaction with the caller. Subsequent to determining that no live agent from among the plurality of live agents is currently available for the voice interaction with the caller, the caller is diverted to an asynchronous messaging channel. A textual messaging-based interaction is facilitated between a messaging agent and the caller on the asynchronous messaging channel to provide the assistance to the caller.

Abstract: A context sensitive slider content area provides a slide out mechanism that is automatically actuated when additional information is needed during a chat session between an agent and a visitor, e.g. where a pre-chat and/or exit form is to be completed. The context sensitive slide out content area also provides problem resolution information to the visitor to help in solving problems, e.g. the top five problems; and also provides a self-service step-by-step wizard. A history section is provided with which the visitor can track back all previous steps carried out within the smart client. A history bar provides an iconic representation of all previous activities. A technique is also disclosed for executing various actions, such as form filling or requests for additional services, in a chat session.

Abstract: A computer-implemented method and an apparatus for notifying customers of agent's availability is disclosed. An input indicative of a customer seeking an interaction with an agent of an enterprise is received on a first interaction channel. Subsequent to receiving the input, it is determined whether at least one agent is available for interacting with the customer. If no agent is available for interacting with the customer, a status message including an estimate of a waiting time for the interaction with the agent is provided to the customer. Subsequent to detecting the availability of the agent, a notification is provided to the customer for informing the customer of the availability of the agent. An interaction is facilitated between the customer and the agent subsequent to providing the notification to the customer. The interaction is facilitated on the first interaction channel or a second interaction channel different than the first interaction channel.

Abstract: A computer-implemented method and an apparatus for providing customer notification detects the presence of a customer in one or more interaction channels from among a plurality of interaction channels. The presence of the customer in the one or more interaction channels is stored as presence information. Attention information corresponding to the customer is determined in connection with the presence information. The attention information indicates a current attention of the customer. A notification is provided to the customer on an interaction channel from among the plurality of interaction channels over which the customer is identified to be active or most likely to be active, based on the presence information and the attention information.

Abstract: A method and server system for facilitating customer engagement with an enterprise is disclosed. The server system receives a signal indicative of a request for registering a customer with an enterprise. In response to the receipt of the request, the server system generates an enterprise virtual customer identifier (EVCI), which is configured to map the customer uniquely to information related to a profile of the customer. The EVCI is transmitted to the customer on successful registration of the customer. The EVCI is stored in at least one digital wallet application installed in an electronic device associated with the customer. The stored EVCI in the digital wallet application is configured to facilitate at least one engagement with the enterprise over one or more messaging channels.

Abstract: A method and apparatus for managing agent interactions with customers of an enterprise are disclosed. The method includes generating a value representative of an emotional state of a customer engaged in an ongoing interaction with a virtual agent (VA) associated with the enterprise. The value is generated based, at least in part, on one or more inputs provided by the customer during the ongoing interaction. The value is compared with a predefined emotional threshold range to determine whether the emotional state of the customer is a non-neutral state. The ongoing interaction is deflected to one of a human agent and a specialized VA capable of empathetically handling the ongoing interaction if it is determined that the emotional state of the customer is the non-neutral state.

Abstract: A computer-implemented method and apparatus for facilitating a provisioning of advertisements to customers effects display of one or more advertisements on a Web domain. Each displayed advertisement is configured to offer advertisement related assistance to customers visiting the Web domain. A selection input provided by a customer on an advertisement is received. In response to the receipt of the selection input, the system facilitates customer engagement with a customer support representative associated with an enterprise related to the advertisement. The customer engagement facilitated through the advertisement is configured to provide the advertisement related assistance to the customer.

Abstract: Improvement of customer experiences during online commerce is accomplished by providing unique experiences to customers as a result of anticipating customer needs, simplifying customer engagement based on predicted customer intent, and updating system knowledge about customers with information gathered from new customer interactions. In this way, the customer experience is improved.

Abstract: A method and apparatus for providing assistance to customers seeking assistance from agents of an enterprise is disclosed. The method includes receiving a signal indicating the caller's wish to speak with a live agent associated with the enterprise to seek the assistance from the live agent. In response to a receipt of the signal, it is determined whether at least one live agent from among a plurality of live agents associated with the enterprise is available for a voice interaction with the caller. Subsequent to determining that no live agent from among the plurality of live agents is currently available for the voice interaction with the caller, the caller is diverted to an asynchronous messaging channel. A textual messaging-based interaction is facilitated between a messaging agent and the caller on the asynchronous messaging channel to provide the assistance to the caller.

Abstract: In a method and apparatus for facilitating agent interactions with customers of an enterprise, one or more intents corresponding to an input provided by a customer during a conversation with a Virtual Agent (VA) are predicted. A confidence score corresponding to each intent is computed that is indicative of an ability of the VA to provide an effective response to the input. The confidence score corresponding to each intent is compared with a predefined threshold score. If the confidence score is less than the predefined threshold score, the conversation is deflected from the VA to a human agent to respond to the input of the customer. The conversation is deflected from the human agent to the VA for a subsequent input if a respective confidence score of at least one intent predicted for the subsequent input is greater than or equal to the predefined threshold score.

Abstract: Customer journey prediction and resolution is accomplished via a predictive model in which each user is mapped onto all available user journey information corresponding to a specific business. The predictive model is analyzed to understand the characteristics, preferences, and lowest effort resolution for the user related to the services that are subscribed to by the user. The predictive model is analyzed to predict the service or collection of services for each user. Embodiments interact with, provide and receive information from, and react to and/or deliver action to the customer across channels and across services. All customer and system behavior, data, and action is tracked and coordinated and leveraged for continuous feedback and performance improvement.

Abstract: A computer-implemented method and a system facilitate social recognition of agents. A first user interface (UI) is presented to a customer on a device in proximity to the customer subsequent to a completion of an interaction of the customer with an agent. The first UI comprises one or more survey questions related to a performance of the agent. A determination of whether the performance of the agent satisfies a predetermined condition is performed based on an input received from the customer in response to the one or more survey questions. A second UI is presented to the customer to request the customer to provide an endorsement for the agent if the performance of the agent satisfies the predetermined condition. A posting of the endorsement on one or more social media profiles of the agent is effected upon receiving the endorsement for the agent from the customer.

Abstract: A method and apparatus for facilitating agent interactions with customers of an enterprise are disclosed. One or more intents corresponding to an input provided by a customer during a conversation with a Virtual Agent (VA) are predicted. A confidence score corresponding to each intent is computed. The confidence score is indicative of an ability of the VA to provide an effective response to the input. The confidence score corresponding to each intent is compared with a predefined threshold score. If the confidence score is less than the predefined threshold score, the conversation is deflected from the VA to a human agent to respond to the input of the customer. The conversation is deflected from the human agent to the VA for a subsequent input if a respective confidence score of at least one intent predicted for the subsequent input is greater than or equal to the predefined threshold score.

Abstract: The disclosure is related to mining of text to derive information from the text that is useful for a variety of purposes. The text mining process can be implemented in a service oriented industry such as a call center, where a customer and an agent engage in a dialog, e.g., to discuss product/service related issues. The messages in dialogues between the customers and the agents are tagged with features that describe an aspect of the conversation. The text mining process can mine various dialogues and identify a set of features and messages based on prediction algorithms. The identified set of features and messages can be used to infer an intent of a particular customer for contacting the agent, and to generate a recommendation based on the determined intent.

Abstract: A computer-implemented method and an apparatus link customer interactions with customer messaging platforms. An input indicating a request for interaction with an enterprise is received from a customer and in response to the received input, a user interface (UI) is displayed requesting the customer to authenticate a personal identity using login credentials corresponding to at least one third-party messaging platform. A customer interaction is facilitated with the enterprise subsequent to successful authentication of the personal identity. The customer interaction is facilitated on an enterprise interaction channel or a third-party messaging platform from among the at least one third-party messaging platform. The third-party messaging platform corresponds to the login credentials provided by the customer to authenticate the customer's personal identity.

Abstract: In a method and apparatus for facilitating agent interactions with customers of an enterprise, one or more intents corresponding to an input provided by a customer during a conversation with a Virtual Agent (VA) are predicted. A confidence score corresponding to each intent is computed. The confidence score is indicative of an ability of the VA to provide an effective response to the input. The confidence score corresponding to each intent is compared with a predefined threshold score. If the confidence score is less than the predefined threshold score, the conversation is deflected from the VA to a human agent to respond to the input of the customer. The conversation is deflected from the human agent to the VA for a subsequent input if a respective confidence score of at least one intent predicted for the subsequent input is greater than or equal to the predefined threshold score.

Abstract: A context-aware computing system for delivering surveys to a customer. The choice of which survey to send to a customer may be tailored based on a click path (route), customer history, and customer interests. A customer browsing a Web page initiates the survey decision process. A control module selects a survey to send to a customer based on the criteria above and customer intent. Customer responses are then harvested from the Web-based survey.

Abstract: In accordance with an example embodiment a computer-implemented method and an apparatus for predicting and tracking of mood changes in textual conversations are provided. The method includes determining, by a processor, one or more mood metrics in each of two or more chat stages of a real-time textual conversation between an agent and a customer. Changes in the one or more mood metrics across the two or more chat stages of the real-time textual conversation are tracked by the processor. Further, the method includes determining, by the processor, at least one action associated with the real-time textual conversation based on the changes in the one or more mood metrics.

Abstract: A computer-implemented method and an apparatus for facilitating staffing of resources receives customer data corresponding to a plurality of customers of an enterprise. At least one intention is predicted for each customer to configure a plurality of intentions. An expected volume of interactions is estimated for at least one time period based on the plurality of intentions. Each interaction in the expected volume of interactions is associated with interaction attributes. Resource data corresponding to a plurality of resources of the enterprise is received. Each resource is associated with a plurality of resource attributes. At least one resource is mapped to each interaction based on a match between resource attributes associated with the at least one resource and the interaction attributes associated with the each interaction. A staffing of the plurality of resources is facilitated based on the mapping of the at least one resource to the each interaction.

Abstract: A computer-implemented method and an apparatus for facilitating staffing of resources receives customer data corresponding to a plurality of customers of an enterprise. At least one intention is predicted for each customer to configure a plurality of intentions. An expected volume of interactions is estimated for at least one time period based on the plurality of intentions. Each interaction in the expected volume of interactions is associated with interaction attributes. Resource data corresponding to a plurality of resources of the enterprise is received. Each resource is associated with a plurality of resource attributes. At least one resource is mapped to each interaction based on a match between resource attributes associated with the at least one resource and the interaction attributes associated with the each interaction. A staffing of the plurality of resources is facilitated based on the mapping of the at least one resource to the each interaction.