Systems and methods for handling customer conversations at a contact center

A contact center server comprising:

• a processor;
• and
• a memory coupled to the processor which is configured to be capable of executing programmed instructions stored in the memory to:
• receive an utterance from a customer device as part of a conversation;
• identify utterance parameters of the utterance;
• generate a first response to the utterance based on the utterance parameters;
• output the utterance parameters and the first response to an agent device;
• receive from the agent device agent-identified-information corresponding to the utterance or agent-modified-information corresponding to the utterance parameters;
• generate a second response to the utterance based on the agent-identified-information or the agent-modified-information;
• and
• output the second response to the agent device.

A non-transitory computer-readable medium having stored thereon instructions for managing customer conversations which when executed by a processor, causes the processor to:

• receive an utterance from a customer device as part of a conversation;
• identify utterance parameters of the utterance;
• generate a first response to the utterance based on the utterance parameters;
• output the utterance parameters and the first response to an agent device;
• receive from the agent device agent-identified-information corresponding to the utterance or agent-modified-information corresponding to the utterance parameters;
• generate a second response to the utterance based on the agent-identified-information or the agent-modified-information;
• and
• output the second response to the agent device.