Method and system for providing a seamless handoff from a voice channel to a call agent

A system for providing a seamless handoff of user information from a drugstore to a contact center agent, the system comprising:

• a server device configured to provide an application programming interface (API) to a home assistance device for communicating with the server device, receive, via the API, a communication by a customer from the home assistance device, and initiate a call between a client device of the customer and a contact center for a drugstore;
• one or more processors;
• a communication network;
• a database configured to store information related to the customer;
• a contact center device for a contact center agent located at the contact center;
• and
• a non-transitory computer-readable memory coupled to the one or more processors, the database, and the communication network, and storing thereon instructions that, when executed by the one or more processors, cause the system to:
• receive a customer identifier for the customer;
• provide, via the communication network, the call to the contact center device;
• retrieve, from the database, user information associated with the customer identifier for the customer and related to the drugstore, the user information including a transcribed version of a conversation history between the customer and the drugstore;
• filter the conversation history into a subset of the conversation history by ranking terms in the conversation history based at least in part on a comparison of the terms to a database of drugstore-related terms, and identifying one or more of the terms ranked above a threshold ranking;
• and
• present, via the communication network, the filtered conversation history on a display for use by the contact center agent during the call with the customer.

A non-transitory computer-readable memory storing thereon instructions that, when executed by one or more processors, cause the one or more processors to:

• receive a customer identifier for a customer;
• provide, via a communication network, a call between a client device of the customer and a contact center for a drugstore to a contact center device for a contact center agent located at the contact center;
• retrieve, from the database, user information associated with the customer identifier for the customer and related to the drugstore, the user information including a transcribed version of a conversation history between the customer and the drugstore;
• filter the conversation history into a subset of the conversation history by ranking terms in the conversation history based at least in part on a comparison of the terms to a database of drugstore-related terms, and identifying one or more of the terms ranked above a threshold ranking;
• and
• present, via the communication network, the filtered conversation history on a display for use by the contact center agent during the call with the customer.