Smart customer assistant in a contact center

A system comprising:

• a microprocessor;
• and
• a computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to:
• receive a request to establish a first communication session with a contact center;
• determine that the request to establish the first communication session is from a customer contact center application in a customer communication endpoint;
• instantiate an agent virtual assistant;
• send a message to the customer contact center application to instantiate a customer virtual assistant;
• and
• establish a second communication session between the agent virtual assistant and the customer virtual assistant.

A method comprising:

• sending, from a customer contact center application in a communication endpoint, a request to establish a first communication session with a contact center;
• receiving a message from an instantiated agent virtual assistant in the contact center to instantiate a customer virtual assistant;
• instantiating the customer virtual assistant;
• and
• establishing a second communication session between the instantiated agent virtual assistant and the instantiated customer virtual assistant.