Artificial intelligence assistant for customer service representatives

An artificial intelligence (AI) assistant configured to:

• receive an input via a communication session between a customer device and a customer service representative device, wherein the communication session is associated with a workflow for managing communication between a customer service representative associated with the customer service representative device and a customer associated with the customer device, wherein the AI assistant is trained using machine learning on a database containing previously-received inputs, previously-delivered outputs, and the previous results of previously-delivered outputs;
• process the input using at least the artificial intelligence;
• determine, based on processing the input using at least the artificial intelligence, that at least a portion of the input includes sensitive information;
• determine that an authorization level of the customer service representative is below a level required to receive the sensitive information;
• track progress of the customer service representative through the workflow;
• determine an output based on the processing of the input and the progress, wherein the output supplements at least one step in the workflow, wherein the output includes one of a suggested statement, change in tone, or correction for the customer service representative;
• and
• send an indication of the output to the customer service representative device, wherein the output is censored to redact any sensitive information.

A non-transitory computer-readable storage medium comprising instructions that, when executed, cause operations comprising:

• beginning a workflow involving communication between a customer service representative and a customer, wherein the workflow is provided to the customer service representative using an interface, and wherein the workflow comprises a plurality of steps in the communication;
• receiving, by an artificial intelligence (AI) assistant, an input via a communication session between a customer device and a customer service representative device, wherein the communication session is associated with the workflow, wherein the AI assistant is trained using machine learning on a database containing previously-received inputs, previously-delivered outputs, and the previous results of previously-delivered outputs;
• tracking, by the AI assistant, progress of the customer service representative through the workflow;
• processing, by the AI assistant, the input;
• determining, by the processing, that at least a portion of the input includes sensitive information;
• determining that an authorization level of the customer service representative is below a level required to receive the sensitive information;
• determining, by the AI assistant, an output based on the processing of the input and the progress, wherein the output supplements at least one step in the workflow, wherein the output includes one of a suggested statement, change in tone, or correction for the customer service representative;
• and
• sending, by the AI assistant, an indication of the output to the customer service representative device, wherein the output is censored to redact any sensitive information.