Optimized virtual assistant for connecting a user to a live agent

A computer-implemented method comprising:

• providing a virtual assistant that receives inputs from a user and provides responses to the user, wherein an interaction between the virtual assistant and the user is displayed in a chat window on a multi-modal user interface of a user device, the multi-modal user interface enabling the virtual assistant to receive the inputs by a plurality of modes of communication, the plurality of modes of communication comprising providing text in a chat window displayed on the multi-modal user interface, interacting with a button displayed on the multi-modal user interface, and speech;
• determining a live agent that is best suited to assist the user based on the inputs;
• determining an amount of time for connecting the live agent and the user;
• comparing the amount of time to a threshold time, wherein an amount of time longer than the threshold time causes the virtual assistant to provide courses of action to the user, the courses of action including providing access to the multi-modal user interface on a second user device;
• and
• connecting the user and the live agent, wherein the virtual assistant facilitates the connection of the user and the live agent by providing information to the user and to the live agent.

A non-transitory computer-readable medium comprising instructions that are executable by a processing device for causing the processing device to perform operations comprising:

• providing a virtual assistant that receives inputs from a user and provides responses to the user, wherein an interaction between the virtual assistant and the user is displayed in a chat window on a multi-modal user interface of a user device, the multi-modal user interface enabling the virtual assistant to receive the inputs by a plurality of modes of communication, the plurality of modes of communication comprising providing text in a chat window displayed on the multi-modal user interface, interacting with a button displayed on the multi-modal user interface, and speech;
• determining a live agent that is best suited to assist the user based on the inputs;
• determining an amount of time for connecting the live agent and the user;
• comparing the amount of time to a threshold time, wherein an amount of time longer than the threshold time causes the virtual assistant to provide courses of action to the user, the courses of action including providing access to the multi-modal user interface on a second user device;
• and
• connecting the user and the live agent, wherein the virtual assistant facilitates the connection of the user and the live agent by providing information to the user and to the live agent.