Abstract: A chat console includes a chat portion and at least one portion corresponding to an enterprise system application. The chat portion displays text related to a chat interaction between the agent and a customer in real-time in an ongoing manner. The portion related to the enterprise system application displays data relevant to the chat interaction fetched from a respective enterprise system application. The agent console operatively communicates with three enterprise system applications, such that data relevant to the current chat interaction is fetched from each of the three enterprise system applications and displayed in a respective portion within the agent console.

Abstract: A chat console includes a chat portion and at least one portion corresponding to an enterprise system application. The chat portion displays text related to a chat interaction between the agent and a customer in real-time in an ongoing manner. The portion related to the enterprise system application displays data relevant to the chat interaction fetched from a respective enterprise system application. The agent console operatively communicates with three enterprise system applications, such that data relevant to the current chat interaction is fetched from each of the three enterprise system applications and displayed in a respective portion within the agent console.

Abstract: A chat console includes a chat portion and at least one portion corresponding to an enterprise system application. The chat portion displays text related to a chat interaction between the agent and a customer in real-time in an ongoing manner. The portion related to the enterprise system application displays data relevant to the chat interaction fetched from a respective enterprise system application. The agent console operatively communicates with three enterprise system applications, such that data relevant to the current chat interaction is fetched from each of the three enterprise system applications and displayed in a respective portion within the agent console.

Abstract: An agent console provides interaction context derived from a plurality of enterprise interaction channels to an agent and, as a result, the agent is better equipped to handle customer queries when the chat interaction is initiated. In some cases, a proactive invite, which is provisioned to an online customer to start a chat is passed back to the agent in the agent console when the chat is directed to the agent. The proactive invite may also be enriched with information related to the reason why the particular customer qualified as a potential hot lead for provisioning of a proactive invite. The proactive invite along with the customer qualifying reason may provide the agent with the necessary context to better assist the customer.

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: 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 disclosed embodiment relates to identifying telecom users. An exemplary method comprises collecting, with a computing device, call usage data based on the call usage of a new telecom user, comparing, with a computing device, the collected call usage data with existing call usage data stored within a call usage database to determine if the collected call usage data for the new telecom user corresponds with the existing call usage data for an existing telecom user, assigning the new telecom user a user identifier corresponding to the existing telecom user if it is determined that the collected call usage data for the new telecom user corresponds with the existing call usage data for an existing telecom user, and assigning the new telecom user a new user identifier if it is determined that the collected call usage data for the new telecom user does not correspond with the existing call usage data for an existing telecom user.

Abstract: The disclosed embodiment relates to identifying telecom users. An exemplary method comprises collecting, with a computing device, call usage data based on the call usage of a new telecom user, comparing, with a computing device, the collected call usage data with existing call usage data stored within a call usage database to determine if the collected call usage data for the new telecom user corresponds with the existing call usage data for an existing telecom user, assigning the new telecom user a user identifier corresponding to the existing telecom user if it is determined that the collected call usage data for the new telecom user corresponds with the existing call usage data for an existing telecom user, and assigning the new telecom user a new user identifier if it is determined that the collected call usage data for the new telecom user does not correspond with the existing call usage data for an existing telecom user.