Intelligent Call Center Agent Assistant

A system for processing user requests;

• comprising:
• a solutions database configured to store a plurality of documents and associated tags, each of the tags indicating a solution to at least one of the respective user requests;
• an intent classifier configured to 1) parse a user request to identify first key words, 2) determine a user intent based on the first key words, and 3) retrieve a selection of the plurality of documents based on at least one of the first key words and the user intent;
• an offers database storing a table relating events and product offers;
• an event classifier configured to 1) parse the user request to identify second key words, 2) compare the second key words against the offers database, and 3) based on the comparison, determine a selection of the product offers;
• and
• an agent interface configured to present, to an agent in communication with a user, the selection of the plurality of documents and the selection of the product offers.

A computer-readable medium storing instructions that, when executed by a computer, cause the computer to:

• parse text of a plurality of documents to identify first key words present in the plurality of documents, each of the first key words being associated with a respective user intent;
• generate tags associated with each of the plurality of documents based on the key words, each of the tags indicating a solution to at least one of the respective user requests;
• compile the plurality of documents and tags to a solutions database;
• generate a table relating second key words to product offers, each of the second key words indicating a user event;
• configure a classifier to 1) compare a user request against the solutions database to identify a selection of the plurality of documents, and 2) compare the user request against the table to determine a selection of the product offers.