Intelligent system for online customer assistance

A computer-implemented method for online customer assistance, the method comprising:

• receiving a request for assistance from a customer device via the user interface;
• identifying at least one last-ordered product associated with the customer;
• aggregating customer specific information based on the at last-ordered product, one or more previously-ordered products by the customer, and the customer specific information including product delivery information;
• parsing the product delivery information based on the at least one last-ordered product and the one or more previously-ordered products by the customer, wherein the parsing includes determining at least one of whether the at least one last-ordered product has been delivered to the customer, includes one or more delivery restrictions, an exchange, or a return, or requires a refund;
• determining, based on the customer specific information, an action pattern of the customer for the at least one last-ordered product;
• assigning a priority, based on at least one of the delivery information or the customer action pattern, to the order for the at least one last-ordered product or for the one or more previously-ordered products;
• determining a response to a customer access based on the priority of the order;
• and
• providing, via the user interface, the response to the request from the customer device.

A computer-implemented system for online customer assistance, the system comprising:

• a user interface for communicating between the customer and a company, wherein the user interface includes a mobile application, a webpage, or an interactive voice response unit;
• a memory storing instructions;
• and
• at least one processor configured to execute the instructions to perform steps comprising:
• receiving a request for assistance from the mobile application, the webpage, or the interactive voice response unit;
• identifying at least one last-ordered product associated with the customer,
• determining if the customer has one or more previously-ordered products;
• aggregating customer specific information based on the at least one last-ordered product, one or more previously-ordered products, and the customer specific information including product delivery information;
• aggregating the customer specific information including arranging the at least one last-ordered product and the one or more previously-ordered products with delivery information and product type;
• parsing the product delivery information including determining if the at least one last-ordered products have been delivered to the customer;
• determining if the at least last-ordered product include one or more delivery restrictions;
• and
• determining if the at least one last-ordered product is an exchange, return, or requiring a refund;
• determining, based on the customer specific information, an action pattern of the customer for the at least one last-ordered products;
• determining the action pattern of the customer including determining a customer propensity to at least return, exchange, or request the refund for the at least one last-ordered products;
• assigning a priority, based on at least one of the delivery information or the customer action pattern, to the order for the at least one last-ordered product or the one or more previously-ordered products;
• flagging the order as critical, high, major, or minor;
• determining a response to a customer access based on the priority of the order;
• and
• providing, via the user interface, the response to the request from the customer in the mobile application, the webpage, or the interactive voice response unit.