Customer advocacy through a virtual assistant coupled to a contact center

At least one non-transitory machine-readable storage medium operable on a computer and comprising instructions that, when executed, cause at least one processor of the computer to:

• analyze, using a service analyzer of a contact center application, a transcript of a communications session between a customer operating a customer device in communication with the contact center application and a virtual assistant to determine a customer query;
• the service analyzer analyzing the customer query and a search engine generating supplemental information from a customer interaction database including extracted information from the transcript and an original conversation between an agent and a customer, the customer interaction database including the supplemental information in response to the customer query;
• the contact center application sending the supplemental information during the communication session or in a subsequent communication session to the customer device by the virtual assistant;
• and
• wherein the instructions when executed further cause the at least one processor to
• direct the contact center application, when analyzing the customer query, to extract one or more triples describing relationships between entities and objects of the customer query;
• align the one or more triples with a seed dictionary including a collection of linguistic rules;
• extract one or more topics from the customer query by categorizing text of the customer query and segmenting the customer query into a plurality of discrete bins;
• and
• store one or more aligned triples and one or more topics in the customer interaction database.

An electronic computing apparatus comprising:

• a memory to store instructions;
• and
• a processor, coupled to the memory, configured to execute the instructions to
• analyze, using a service analyzer of a contact center application, a transcript of a communications session between a customer operating a customer device and a virtual assistant to determine a customer query;
• generate, using the service analyzer, the customer query and a search engine, supplemental information from a customer interaction database including extracted information from the transcript and an original conversation between an agent and a customer, the customer interaction database including supplemental information in response to the customer query;
• send, by a contact center application, the supplemental information during the communication session or in a subsequent communication session to the customer device by the virtual assistant;
• and
• the contact center application (a) extracting one or more triples describing relationships between entities and objects of the customer query;
• (b) aligning the one or more triples with a seed dictionary including a collection of linguistic rules based in part on customer-based artifact;
• (c) extracting one or more topics from the customer query by categorizing text of the customer query and segmenting the customer query into a plurality of discrete bins;
• and (d) storing one or more aligned triples and one or more topics in the customer interaction database.