Lifecycle management for progressing user interactions via live agent and smart digital agent

A non-transitory computer-readable storage medium storing instructions that, when executed by a computing system, cause the computing system to perform a process for configuring smart digital agent(s) for interactions over a user interaction lifecycle, the process comprising:

• receiving, via interactions with a live agent, selections of one or more smart digital agents from among a plurality of smart digital agents for a user interaction, wherein the plurality of smart digital agents are categorized based on user issue types;
• providing, based on input from the live agent, configuration data for the user interaction, wherein the configuration data comprises live agent controls with respect to one or more user issue types the selected smart digital agent is configured to resolve, the live agent controls comprising issue facts or smart digital agent instruction;
• and
• triggering a dialogue between the selected smart digital agent and the user, wherein,
• the selected smart digital agent navigates a predefined issue workflow by analyzing audio input from the user and generating speech responses to the user, and
• the selected smart digital agent:
• omits one or more portions of the predefined issue workflow based on the issue facts and/or the smart digital agent instructions provided to the smart digital agent via the live agent controls, and/or
• augments the predefined issue workflow with one or more additional portions based on the issue facts and/or the smart digital agent instructions provided to the smart digital agent via the live agent controls.

A computing system for configuring smart digital agent(s) for interactions over a user interaction lifecycle, the computing system comprising:

• one or more processors;
• and
• one or more memories storing instructions that, when executed by the one or more processors, cause the computing system to perform a process comprising:
• receiving, via interactions with a live agent, selections of one or more smart digital agents from among a plurality of smart digital agents for a user interaction, wherein the plurality of smart digital agents are categorized based on user issue types;
• providing, based on input from the live agent, configuration data for the user interaction, wherein the configuration data comprises live agent controls with respect to one or more user issue types the selected smart digital agent is configured to resolve, the live agent controls comprising issue facts or smart digital agent instruction;
• and
• triggering a dialogue between the selected smart digital agent and the user, wherein,
• the selected smart digital agent navigates a predefined issue workflow by analyzing audio input from the user and generating speech responses to the user, and
• the selected smart digital agent:
• omits one or more portions of the predefined issue workflow based on the issue facts and/or the smart digital agent instructions provided to the smart digital agent via the live agent controls, and/or
• augments the predefined issue workflow with one or more additional portions based on the issue facts and/or the smart digital agent instructions provided to the smart digital agent via the live agent controls.