System and method for providing personalized context

A system comprising:

• a central application programming interface (API) service;
• a mobile application operating on a mobile device of a user, wherein the mobile application is configured to connect, via the central API service, to a plurality of contact centers associated with a plurality of vendors and provide personalized context to the user from past interactions occurring between the user and the plurality of contact centers;
• a processor;
• and
• a memory in communication with the processor, the memory storing instructions that, when executed by the processor, causes the processor to provide the personalized context by:
• integrating the plurality of vendors for operating in accordance with the central API service;
• interacting with the user via interfaces generated by the mobile application on the mobile device, wherein the interaction with the user comprises enabling the user to create an account and select the plurality of vendors for association with the created account;
• connecting the mobile application to the central API service by the mobile application;
• sending authentication tokens from the central API service to the mobile application for interaction with the central API service, wherein the API service communicates on behalf of the user with the plurality of vendors associated with the account of the user;
• connecting, via a plurality of media channels, the plurality of vendors with the central API service;
• retrieving, in response to a request made by the user, an interaction history associated with one or more of the plurality of vendors;
• displaying to the user on the mobile device the retrieved interaction history, wherein the interaction history includes a transcript of at least one previous interaction between the user and one of the one or more of the plurality of vendors;
• and
• displaying to an agent of one of the contact centers the retrieved interaction history, wherein the interaction history is displayed to the agent during an interaction with the user to provide context to the agent;
• wherein the integration comprises mapping by the central API service to each vendor with a unique organization identifier, a queue identifier, and an API access token through a cloud-based contact center platform.

A system comprising:

• a central application programming interface (API) service;
• a mobile application operating on a mobile device of a user, wherein the mobile application is configured to connect, via the central API service, to a plurality of contact centers associated with a plurality of vendors and provide personalized context to the user from past interactions occurring between the user and the plurality of contact centers;
• a processor;
• and
• a memory in communication with the processor, the memory storing instructions that, when executed by the processor, causes the processor to provide the personalized context by:
• integrating the plurality of vendors for operating in accordance with the central API service;
• interacting with the user via interfaces generated by the mobile application on the mobile device, wherein the interaction with the user comprises enabling the user to create an account and select the plurality of vendors for association with the created account;
• connecting the mobile application to the central API service by the mobile application;
• sending authentication tokens from the central API service to the mobile application for interaction with the central API service, wherein the API service communicates on behalf of the user with the plurality of vendors associated with the account of the user;
• connecting, via a plurality of media channels, the plurality of vendors with the central API service;
• retrieving, in response to a request made by the user, an interaction history associated with one or more of the plurality of vendors;
• displaying to the user on the mobile device the retrieved interaction history, wherein the interaction history includes a transcript of at least one previous interaction between the user and one of the one or more of the plurality of vendors;
• and
• displaying to an agent of one of the contact center the retrieved interaction history, wherein the interaction history is displayed to the agent during an interaction with the user to provide context to the agent;
• wherein the integration comprises mapping by the central API service to each vendor with a unique organization identifier, a queue identifier, and an API access token through a cloud-based contact center platform;
• and
• wherein one of the plurality of media channels is operably connected with the queue identifier, which is returned by the central API service to the mobile application for initiation of an interaction with one of the plurality of vendors using a widget associated with the contact center platform.