System and method of running an agent guide script-flow in an employee desktop web client

A non-transitory computer readable medium programmed with computer readable code that upon execution by a computer processor causes the computer processor to:

• initialize a graphical user interface in a web client application;
• receive a request from the graphical user interface to start an interaction with a client with the web client application by the agent;
• determine an agent guide script-flow associated with an interaction type for the started interaction;
• display the determined agent guide script-flow to the agent with the graphical user interface, wherein the agent guide script-flow is text the agent will speak to the client;
• and
• complete the interaction with the client after the determined script-flow is completed.

A system for running an agent guide script-flow for an agent, the system comprising:

• a client graphical user interface (GUI), wherein the agent starts an interaction with a client with a GUI;
• a script-flow application comprising a plurality of script flows, wherein a script-flow is used to assist the agent if the interaction is associated with any of the plurality of script-flows;
• and
• a processing system communicatively connected to the script-flow application and the GUI, the processing system effectuates the agent logging into the web client application, starting the interaction with the client, determining the agent-guide script-flow associated with an interaction type for the started interaction, displaying the determined agent guide script-flow to the agent with the graphical user interface, wherein the agent guide script-flow is text the agent will speak to the client, and completing the interaction with the client after the determined script-flow is completed.

A method of running an agent guide script-flow for an agent in a web client application, the method comprising:

• integrating to an external application for an agent in a web client application;
• initiating, by the agent, a graphical user interface in the web client application;
• using, by the agent, the graphical user interface to start an interaction with a client with the web client application by the agent;
• determining, by a processor, the agent guide script-flow associated with an interaction type for the interaction;
• displaying the determined agent guide script-flow to the agent with the graphical user interface, wherein the agent guide script-flow is text the agent will speak to the client;
• searching for relevant knowledge content through a third-party integration module using a graphical user interface, wherein the third-party integration module integrates with other systems and applications outside of a current system in order to search for the relevant knowledge content, wherein the other systems and applications outside of the current system are integrated into the graphical user interface;
• and
• completing the interaction with the client after the script-flow is completed using the graphical user interface with enhanced input from the search step.