Issue resolution script generation and usage

A system, comprising:

• a processor;
• and
• memory storing components executable by the processor, the components comprising:
• an intent determiner configured to identify an intent associated with a user communication;
• an intent parameters array configured to store one or more parameters associated with the user communication;
• a router configured to route the user communication and the intent parameters to an appropriate agent who is a person;
• a script engine monitor configured to monitor agent actions undertaken by the appropriate agent to resolve the intent of the user communication;
• a script engine content finder configured to identify content related to the intent of the user communication;
• and
• a script engine configured to create a resolution script used to resolve an issue related to the intent parameters of the intent in the user communication based on the monitored agent actions taken by the appropriate agent, the resolution script including one or more steps for assisting other agents who are persons to resolve the issue.

One or more non-transitory computer-readable storage media including computer-executable instructions that, when executed, perform the following:

• identifying intent parameters associated with a user communication for a job in a job queue handled by a tech support group of agents who are persons;
• monitoring activities performed by an agent in the tech support group to resolve an issue related to the user communication;
• locating content related to the issue that are helpful in resolving the issue;
• creating a resolution script from the monitored activities performed by the agent to resolve the issue and the located content, the resolution script including one or more steps for assisting other agents who are persons to resolve the issue;
• associating the resolution script with the identified intent parameters;
• in response to determining that a number of jobs in the job queue handled by the tech support group of the agent reached a threshold, reallocating an additional job in the job queue to an additional agent in a different tech support group;
• and
• providing the resolution script to the additional agent in an additional tech support group that receives a new user communication of the additional job that includes the identified intent parameters.