Systems and methods relating to asynchronous resolution of customer requests in contact center

A computer-implemented method for resolving customer requests at a contact center, wherein the contact center comprises a customer service organization having agents that interact with customers to resolve the customer requests, the method comprising:

• providing a personal bot assistant, the personal bot assistant comprising an application running on the personal device of the first customer;
• providing an asynchronous resolution facilitator, the asynchronous resolution facilitator comprising a server-hosted application that communicates with the personal bot via a network by the personal assistant bot,
• receiving a customer request from a first customer, the first customer request being received in a first conversation between the first customer and the personal assistant bot via a personal device corresponding to the first customer;
• producing a transcript of the first conversation;
• determining an intent of the customer request based on the transcript;
• determining customer information relating to the first customer relevant to the determined intent;
• transmitting an initial set of data to the asynchronous resolution facilitator, the initial set of data including the transcript of the first conversation, the determined intent of the customer request, and the customer information;
• by the asynchronous resolution facilitator,
• receiving the initial set of data and assembling a resolution package that includes an agent interface and metadata associated with the agent interface, wherein the assembling the resolution package comprises:
• determining, based on the intent of the customer request, one or more recommended business processes for resolving the customer request;
• generating the agent interface configured to visually display at least a portion of the initial set of data and the one or more recommended business processes;
• transmitting the resolution package to a routing engine of the contact center;
• using the routing engine to route the resolution package to an agent device of a selected agent of the contact center, the selected agent being selected from among the agents of the contact center based on the criteria of the metadata;
• and
• based on the instructions received in the resolution package, displaying the agent interface on a screen of the agent device;
• subsequent to displaying the agent interface on the agent device, receiving input from the agent device that indicates the selected agent has completed preparing a resolution for the customer request;
• and
• providing, by the personal bot assistant, notification to the first customer of the resolution via the personal device of the first customer.