Connecting a user of a first contact center to a second contact center

An apparatus comprising:

• a memory;
• and
• a processor configured to execute instructions stored in the memory to:
• receive, by a first contact center software service associated with a first entity, a prompt from a contact center user device;
• determine, by the first contact center software service and based on stored data associated with one or more of the prompt or an account of the contact center user device, to address the prompt using a second contact center software service associated with a second entity that is separate from the first entity;
• connect, based on the determination, the first contact center software service and the contact center user device to the second contact center software service;
• receive, at the first contact center software service, a response to the prompt from the second contact center software service;
• and
• train, using online learning techniques, an artificial intelligence agent of the first contact center software service based on the response received from the second contact center software service during a merged contact session;
• wherein the second contact center software is seamlessly added into an existing contact center engagement so that the merged contact session includes the first contact center software service and the second contact center software in a unified service area so that the contact center user device is in communication with the first contact center service and the second contact center service without the contact center user device having to establish a new connection or being transferred.

A non-transitory computer readable medium storing instructions operable to cause one or more processors to perform operations comprising:

• receive, by a first contact center software service associated with a first entity, a prompt from a contact center user device;
• determine, by the first contact center software service and based on stored data associated with one or more of the prompt or an account of the contact center user device, to address the prompt using a second contact center software service associated with a second entity that is separate from the first entity;
• connect, based on the determination, the first contact center software service and the contact center user device to the second contact center software service;
• receive, at the first contact center software service, a response to the prompt from the second contact center software service;
• and
• train, using online learning techniques, an artificial intelligence agent of the first contact center software service based on the response received from the second contact center software service during a merged contact session;
• wherein the second contact center software is seamlessly added into an existing contact center engagement so that the merged contact session includes the first contact center software service and the second contact center software in a unified service area so that the contact center user device is in communication with the first contact center service and the second contact center service without the user having to establish a new connection or being transferred.