Command and control of a robot by a contact center with third-party monitoring

A system, comprising

• a resource of a contact center comprising a microprocessor to operate a robot in one of an unmonitored mode or a monitored mode;
• a network interface connects the resource of the contact center to the robot for a first communication session therebetween and the resource to a third party for a second communication session therebetween;
• wherein the resource of the contact center provides, in the first communication session, an operation to be performed by the robot and receives data from the robot;
• wherein the resource of the contact center provides, in the second communication session, indicia of the first communication session;
• wherein the microprocessor operates the robot in the monitored mode upon the microprocessor determining that the second communication session comprises a signal indicating the third party is receiving content of the first communication session;
• wherein the microprocessor operates the robot in the unmonitored mode upon the microprocessor failing to determine that the second communication session comprises the signal indicating the third-party is receiving the content of the first communication session;
• and
• wherein the operation is an unmonitored operation, while the robot is in the unmonitored mode and the operation is a monitored operation while the robot is in the monitored mode.

A means for operating a robot, comprising:

• means to cause the robot to perform a customer service task comprising an operation;
• means to operate the robot in one of an unmonitored mode or a monitored mode;
• means to provide robot data to a third party;
• means to operate the robot in a monitored mode, in response to receiving a signal indicating the third party is receiving the robot data;
• means to operate the robot in the unmonitored mode, in response to not receiving the signal indicating the third party is receiving the robot data;
• and
• wherein the operation is an unmonitored operation while the robot is in the unmonitored mode and a monitored operation while the robot is in the monitored mode.