System and method for analytics with automated whisper mode

A device comprising:

• a processing system including a processor;
• and
• a memory that stores executable instructions that, when executed by the processing system, facilitate performance of operations comprising:
• facilitating a customer service session via a communication network, wherein customer equipment participates in a first interactive communication exchange with a first customer service agent via a network connection using a first interaction mode;
• monitoring the first interactive communication exchange;
• determining a customer inquiry based on the monitoring;
• analyzing the customer inquiry;
• and
• associating a second customer service agent with the customer service session, based on the analyzing,
• wherein the second customer service agent participates in a second interactive communication exchange using a second interaction mode different from the first interaction mode,
• wherein the first customer service agent comprises an automated system and the second customer service agent is a live agent, and
• wherein responsive to an interruption of the network connection, the customer service session is maintained for a predetermined time period.

A non-transitory machine-readable medium, comprising executable instructions that, when executed by a processing system including a processor, facilitate performance of operations, comprising:

• facilitating a customer service session via a communication network, wherein customer equipment participates in a first interactive communication exchange with a first customer service agent via a network connection using a first interaction mode;
• monitoring the first interactive communication exchange;
• and
• associating a second customer service agent with the customer service session, based on the monitoring,
• wherein the second customer service agent participates in a second interactive communication exchange using a second interaction mode different from the first interaction mode,
• wherein the first customer service agent comprises an automated system and the second customer service agent is a live agent, and
• wherein responsive to an interruption of the network connection, the customer service session is maintained for a predetermined time period, the time period determined in accordance with a network condition, a customer subscription level, an experience of the customer in a previous customer service session, or a combination thereof.