Computer-based systems and methods configured for one or more technological applications for the automated assisting of telephone agent services

A method, comprising:

• receiving, by a processor, a customer communication preference for communicating with a customer service agent during a customer communication session;
• wherein the customer communication preference indicates a preference to communicate via a voice channel, a short message service (SMS), a multimedia messaging service (MMS), or any combination thereof;
• displaying, by the processor, a customer-originated text of the customer communication session in at least one first chat interface of at least one first service agent;
• sending, by the processor, a request from the at least one first service agent to at least one second service agent for interacting with a customer during the customer communication session;
• wherein the request is displayed in at least one second chat interface of the at least one second service agent;
• allowing, by the processor, the at least one second service agent to participate in the customer communication session when the at least one second service agent accepts the request from the at least one first service agent;
• receiving, by the processor, at least one first agent-originated text inputted by the at least one first service agent in the at least one first chat interface and at least one second agent-originated text inputted by the at least one second service agent in the at least one second chat interface;
• synthesizing, by the processor, a combined service agent output based at least in part on the at least one first agent-originated text and the at least one second agent-originated text;
• and
• communicating, by the processor, to the customer based on the customer communication preference, the combined service agent output over at least one SMS message, at least one MMS message, the voice channel, or any combination thereof so that the customer receives a unified communication session experience for an entire duration of the customer communication session by being unaware that the combined service agent output originated from the at least one first service agent and the at least one second service agent.