System and method for serving multiple customers by a live agent

A live agent workstation for simultaneously servicing a plurality of customers, comprising:

• a communication interface configured to exchange information with a virtual agent server;
• one or more input devices configured to receive input information from a live agent;
• one or more output devices configured to provide output information to the live agent;
• and
• one or more processors configured to:
• receive, from the live agent, a selection of an active customer from among a plurality of current customers being serviced by the live agent;
• provide, to the live agent via the one or more output devices, a chat history and a proposed response, the proposed response including a proposed response message and a corresponding proposed response action for responding to a recent message received from the active customer;
• receive a final response from the live agent via the one or more input devices that includes a final response message and a final response action;
• perform the final response action received from the live agent;
• and
• transmit, via the communication interface, the final response message to the virtual agent server.

A method for servicing a plurality of current customers by a live agent, the method comprising:

• receiving a message from an active customer from among the plurality of current customers currently being serviced by the live agent;
• generating a proposed response to the received message, the proposed response including a proposed response message and a corresponding proposed response action for responding to the received message;
• providing the proposed response to the live agent;
• receiving a final response from the live agent that includes a final response message and a final response action;
• performing the final response action in response to receiving the final response;
• and
• providing the final response message to the active customer of the plurality of current customers.