Contact Center Service Request Modality Mapping Across Engagements

A non-transitory computer readable medium storing instructions operable to cause one or more processors to perform operations comprising:

• obtaining, from a user device after a termination of a first contact center engagement that is based on a first request, a second request for a second contact center engagement, wherein each of the first request and the second request includes an access point associated with multiple modalities including at least two of telephony, video, text message, or chat;
• mapping, based on the first contact center engagement, the second request to a contact center service associated with a modality of the multiple modalities;
• and
• establishing, based on the mapping and for the second contact center engagement, a connection between the user device and a device associated with the contact center service.

A system, comprising:

• one or more memories;
• and
• one or more processors configured to execute instructions stored in the one or more memories to:
• obtain, from a user device after a termination of a first contact center engagement that is based on a first request, a second request for a second contact center engagement, wherein each of the first request and the second request includes an access point associated with multiple modalities including at least two of telephony, video, text message, or chat;
• map, based on the first contact center engagement, the second request to a contact center service associated with a modality of the multiple modalities;
• and
• establish, based on the mapping and for the second contact center engagement, a connection between the user device and a device associated with the contact center service.