Methods and systems for a cloud-based, intelligent and interactive virtual container based customer service platform

A system comprising:

• a customer service center that comprises one or more servers and a plurality of databases;
• a customer device associated with a customer, wherein the customer device is in communication with the customer service center via an electronic data network;
• and
• a first agent device associated with a first agent, wherein the first agent device is in communication with the customer service center via the electronic data network,
• wherein:
• the customer service center comprises a routing engine for selecting the first agent, from a plurality of customer service agents, to address a customer service issue of the customer, wherein the routing engine is for selecting the first agent in response to an incoming communication, via the electronic data network, from the customer device;
• the customer service center is configured to serve data to both the customer device and the first agent device, for the customer device and the first agent device to each display visually, a customer service container for the customer device and the first agent device to communicate with the first agent to address the customer service issue of the customer;
• the customer service container comprises, and displays visually for the customer and the first agent:
• communications between the customer device and the first agent device in multiple possible communication media formats, wherein the multiple possible communication media formats comprise text, audio and video;
• support ticket information for the customer service issue of the customer, wherein a support ticket is opened by the customer service center when the customer raises a new customer service issue and the support ticket is closed when the customer service issue of the customer is resolved;
• and
• customer relationship management (CRM) data for the customer;
• the customer service center is configured to close the customer service container when the support ticket for the customer service issue of the customer is closed;
• the customer service center stores:
• in a media database of the customer service center, media files for media used in the communications between the customer device and the first agent device;
• in a structured data database of the customer service center, container meta data for the customer service container and CRM data for the customer;
• and
• in an unstructured data database of the customer service center, message data from messages between the customer and the first agent, wherein the message data comprises searchable text.