Unified support framework for a contact center
AssigneeUiPath, Inc.
InventorsPalak Kadakia, Ankit Saraf
Life of this patent
Estimating the term…
Abstract
A system and method provide an integrated automation solution that links multiple systems and applications of a contact center operation and provides a unified support interface and unified knowledge base that delivers relevant data in real-time to assist contact center personnel during a customer interaction. Robotic Process Automation (RPA) is used for automating workflows and processes with robots (e.g., attended and/or unattended) that perform various tasks and activities for capturing information (data, documents, etc.) from multiple front-end and/or back-end systems and applications to provide the necessary data and information in real-time during a contact center session.
Claims20
A computer-implemented method for providing assistance to a user managing a communication session in a contact center system, the contact center system including one or more applications, the computer-implemented method comprising:
- presenting a unified support interface displaying one or more candidate robotic process automation (RPA) workflows;
- receiving a user selection of one or more RPA workflows of the one or more candidate RPA workflows via the unified support interface, the user selection triggering the one or more RPA workflows for execution for performing an action in the one or more applications;
- and
- presenting results of the action in the unified support interface.
A system for providing assistance to a user managing a communication session in a contact center system, the contact center system including at least one or more applications, the system comprising:
- a memory storing computer program instructions;
- and
- at least one processor configured to execute the computer program instructions, the computer program instructions configured to cause the at least one processor to perform operations of:
- presenting a unified support interface displaying one or more candidate robotic process automation (RPA) workflows;
- receiving a user selection of one or more RPA workflows of the one or more candidate RPA workflows via the unified support interface, the user selection triggering the one or more RPA workflows for execution for performing an action in the one or more applications;
- and
- presenting results of the action in the unified support interface.
A non-transitory computer readable medium storing computer program instructions for providing assistance to a user managing a communication session in a contact center system, the contact center system including at least one or more applications, the computer program instructions when executed by one or more processors cause the one or more processors to perform operations comprising:
- presenting a unified support interface displaying one or more candidate robotic process automation (RPA) workflows;
- receiving a user selection of one or more RPA workflows of the one or more candidate RPA workflows via the unified support interface, the user selection triggering the one or more RPA workflows for execution for performing an action in the one or more applications;
- and
- presenting results of the action in the unified support interface.
Dependencies are inferred from the claim text.