System and method for providing contextual assistance for contact center applications
AssigneeUiPath, Inc.
InventorsPalak Kadakia, Anastasia Paushkina, Wei Si, Sankara Narayanan K. Venkataraman, Justin Marks
Life of this patent
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Abstract
A system and method provide an automation solution for guiding a contact center agent during a communication session by providing contextual in-line assistance. Robotic process automation (RPA) is used for automating workflows and processes with robots that capture information from multiple applications of a contact center system and generate contextual guidance for the contact center agent via callout activities during the communication session.
Claims26
A computer-implemented method for providing assistance to a user managing a communication session in a contact center system, the contact center system including a plurality of applications, the computer-implemented method comprising:
- triggering, by a computing system during the communication session, one or more robotic process automation (RPA) workflows;
- executing the one or more RPA workflows to search the plurality of applications for information relevant to the communication session;
- generating and presenting, by the one or more RPA workflows and based on the relevant information, at least one callout activity configured to prompt the user, during the communication session, to perform a recommended action selectable for execution by the user;
- and
- in response to input by the user selecting the recommended action, executing the recommended action using one or more RPA robots.
A system for providing assistance to a user managing a communication session in a contact center system, the contact center system including a plurality of applications, the system comprising:
- a memory storing computer program instructions;
- and
- at least one processor configured to execute the computer program instructions, the computer program instructions configured to cause the at least one processor to perform operations of:
- triggering, by a computing system during the communication session, one or more robotic process automation (RPA) workflows;
- executing the one or more RPA workflows to search the plurality of applications for information relevant to the communication session;
- generating and presenting, by the one or more RPA workflows and based on the relevant information, at least one callout activity configured to prompt the user, during the communication session, to perform a recommended action selectable for execution by the user;
- and
- in response to input by the user selecting the recommended action, executing the recommended action using one or more RPA robots.
A non-transitory computer-readable medium storing computer program instructions for providing assistance to a user managing a communication session in a contact center system, the contact center system including a plurality of applications, the computer program instructions, when executed on at least one processor, cause the at least one processor to perform operations comprising:
- triggering, by a computing system during the communication session, one or more robotic process automation (RPA) workflows;
- executing the one or more RPA workflows to search the plurality of applications for information relevant to the communication session;
- generating and presenting, from the one or more RPA workflows and based on the relevant information, at least one callout activity configured to prompt the user, during the communication session, to perform a recommended action selectable for execution by the user;
- and
- in response to input by the user selecting the recommended action, executing the recommended action using one or more RPA robots.
Dependencies are inferred from the claim text.