System and method for live and virtual support interaction

A non-transitory computer-readable storage medium, the computer-readable storage medium including instructions that when executed by a processor, cause the processor to perform operations comprising:

• activating a switch to connect a communication link of a virtual computer assistant (VCA) system from a human assistant (HA) to a customer;
• conveying first communications of a conversation over the communication link to the customer from the HA;
• automatically detecting a switching event according to a switching rule stored in a switch rules database stored in a memory of the system while the communication link to the HA is active;
• activating the switch to connect the communication link from the customer to a VCA after the conveying of the first communications;
• conveying second communications of the conversation over the communication link to the customer from the VCA;
• selecting a persona for the VCA from a pool of personas based upon a plurality of factors, the plurality of factors comprising a location of the customer, a customer voice tone, a word choice of the customer, a speed of communication of the customer, a regional dialect of the customer, or an emotional expression of the customer;
• the persona including at least a first component specifying voice related characteristics of the VCA and a second component specifying an area of expertise of the VCA;
• and
• determining, during the second communications, that at least one of the factors of the plurality of factors have changed, and in response, changing the selected persona of the VCA during the conversation.

A computing device, comprising:

• a processor;
• a memory, the memory storing instructions, which when executed by the processor, causes the processor to perform operations comprising:
• activating a switch to connect a communication link of a virtual computer assistant (VCA) system from a human assistant (HA) to a customer;
• conveying first communications of a conversation over the communication link to the customer from the HA;
• automatically detecting a switching event according to a switching rule stored in a switch rules database stored in a memory of the system while the communication link to the HA is active;
• activating the switch to connect the communication link from the customer to a VCA after the conveying of the first communications;
• conveying second communications of the conversation over the communication link to the customer from the VCA;
• selecting a persona for the VCA from a pool of personas based upon a plurality of factors, the plurality of factors comprising a location of the customer, a customer voice tone, a word choice of the customer, a speed of communication of the customer, a regional dialect of the customer, or an emotional expression of the customer;
• the persona including at least a first component specifying voice related characteristics of the VCA and a second component specifying an area of expertise of the VCA;
• and
• determining, during the second communications, that at least one of the factors of the plurality of factors have changed, and in response, changing the selected persona of the VCA during the conversation.