Artificial intelligence assistance for contact centers

A system comprising:

• a communications interface;
• a non-transitory computer-readable medium;
• and
• one or more processors communicatively coupled to the communications interface and the non-transitory computer-readable medium, the one or more processors configured to execute processor-executable instructions stored in the non-transitory computer-readable medium to:
• establish a communication session between a contact center device and a client device;
• access communication data associated with the contact center device and the client device during the communication session;
• detect an intent of a user associated with the client device based on a set of communication data;
• retrieve knowledge data from a knowledge base based on the intent;
• generate a suggested response to the user based on the knowledge data using a generative artificial intelligence (AI) model;
• and
• provide the suggested response to the contact center device during the communication session.

A non-transitory computer-readable medium comprising processor-executable instructions configured to cause one or more processors to:

• establish a communication session between a contact center device and a client device;
• access communication data associated with the contact center device and the client device during the communication session;
• detect an intent of a user associated with the client device based on a set of communication data;
• retrieve knowledge data from a knowledge base based on the intent;
• generate a suggested response to the user based on the knowledge data using a generative artificial intelligence (AI) model;
• and
• provide the suggested response to the contact center device during the communication session.