Automated service agents

A system, comprising:

• a computing device comprising a processor and a memory;
• and
• an application comprising machine readable instructions stored in the memory that, when executed by the processor, cause the computing device to at least:
• compare a transcript with clickstream data to identify an intended action of a service agent by matching a portion of the transcript to a regular expression, wherein:
• the transcript comprises a first set of text generated by the service agent and a second set of text generated by another party,
• the clickstream data comprises a plurality of records of sequences of interactions with a set of user interface elements by the service agent to perform the intended action on behalf of the other party, and
• wherein the regular expression is linked to the intended action of the service agent;
• in response to an identification of the intended action from the transcript, process the transcript to extract a minimum set of information required to create a workflow item that corresponds to the intended action;
• and
• send a request to a workflow management system to create the workflow item that corresponds to the intended action, wherein the request comprises an identifier for the intended action and the acquired information.

A method, comprising:

• identifying, with a computing device, a section of a transcript of a conversation between a service agent and a user;
• comparing, with the computing device the section of the transcript with clickstream data obtained from a plurality of interactions by the service agent with a service agent portal to determine that the section of the transcript corresponds to an intended action by the service agent on behalf of the user, the clickstream data comprising a plurality of records of sequences of interactions with a set of user interface elements of the service agent portal;
• determining that the section of the transcript matches a regular expression linked to the intended action;
• extracting, with the computing device, from the transcript a minimum set of information required to create the workflow item;
• and
• sending, with the computing device, a request to a workflow management system to create a workflow item that corresponds to the intended action, wherein the request to create the workflow item comprises the minimum set of information.