Systems and methods for recommending dialog flow modifications at a contact center

A contact center server comprising:

• one or more processors;
• and
• a memory coupled to the one or more processors which are configured to execute programmed instructions stored in the memory to:
• manage conversation data for a plurality of conversations between a plurality of agent devices and a plurality of customer devices;
• provide to the plurality of agent devices, recommendation data comprising one or more automated response recommendations to one or more customer messages received as part of the conversation data for the plurality of conversations by executing one or more dialog flows corresponding to the one or more customer messages;
• determine for each of the one or more customer messages, using a classification model, when there are one or more changes between the corresponding one or more automated response recommendations and corresponding one or more agent responses transmitted as part of the conversation data for the plurality of conversations;
• associate one or more tags to the one or more agent responses when the one or more changes are determined;
• identify one or more patterns in the one or more tags associated to the one or more agent responses;
• and
• provide one or more flow modification recommendations to the one or more dialog flows to one or more enterprise user devices based on the identified one or more patterns.

A non-transitory computer-readable medium storing instructions which when executed by one or more processors, causes the one or more processors to:

• manage conversation data for a plurality of conversations between a plurality of agent devices and a plurality of customer devices;
• provide to the plurality of agent devices, recommendation data comprising one or more automated response recommendations to one or more customer messages received as part of the conversation data for the plurality of conversations by executing one or more dialog flows corresponding to the one or more customer messages;
• determine for each of the one or more customer messages, using a classification model, when there are one or more changes between the corresponding one or more automated response recommendations and corresponding one or more agent responses transmitted as part of the conversation data for the plurality of conversations;
• associate one or more tags to the one or more agent responses when the one or more changes are determined;
• identify one or more patterns in the one or more tags associated to the one or more agent responses;
• and
• provide one or more flow modification recommendations to the one or more dialog flows to one or more enterprise user devices based on the identified one or more patterns.