Systems and methods relating to customer experience automation

A system for automating actions for a customer in relation to an interaction between the customer and an agent of a contact center, wherein the interaction comprises an exchange of statements made by the customer and statements made by the agent, the system comprising:

• a hardware processor;
• and
• a machine-readable storage medium on which is stored instructions that cause the hardware processor to execute a process, wherein the process comprises the steps of:
• receiving at least a transcript of the interaction;
• via a first analysis, analyzing the transcript of the interaction;
• from results of the first analysis, identifying:
• a pending action, wherein the pending action comprises an action promised by the customer or the agent that will be resolved after the interaction;
• and
• a target timeframe for resolving the pending action;
• given the pending action, determining a follow-up workflow that includes one or more follow-up actions, each of the one or more follow-up actions comprising an action intended to assist the customer to resolve the pending action;
• and
• automatically executing the one or more follow-up actions.