System and method for managing interaction flow for contact centers

A system for managing an interaction flow, the system comprising:

• a switch configured to receive a plurality of communications for routing to one or more contact center resources;
• a processor coupled to the switch;
• and
• a memory coupled to the processor, wherein the memory has stored thereon, instructions that, when executed by the processor, cause the processor to:
• receive a communication from a user device, wherein the communication is initially an unstructured communication;
• store data corresponding to one or more topics of the communication in the memory;
• compare the data with parameters of a plurality of predesigned interaction flows for identifying one or more of the predesigned interaction flows relevant to the communication, wherein the predesigned interaction flows each comprise a plurality of discrete stages in a predetermined order defining ordered steps to be executed in an interaction;
• identify a first interaction flow and a second interaction flow, from among the plurality of predesigned interaction flows, that respectively match different topics of the communication;
• after identifying the first interaction flow, compare the first interaction flow with data collected during the unstructured communication to determine whether or not the data collected during the unstructured communication satisfies one or more operations of the first interaction flow;
• identify an operation, from among the first interaction flow and the second interaction flow, that is satisfied when the communication is the unstructured communication prior to identifying the first interaction flow and the second interaction flow;
• and
• transmit a signal to the switch for routing the communication to a plurality of contact center resources corresponding, respectively, to the first and second interaction flows to be executed by the plurality of contact center resources without executing the operation that was satisfied.