Multi-agent system for automated customer service with dynamic agent generation

A system comprising:

• at least one processor;
• at least one memory storage device storing instructions thereon, which, when executed by the at least one processor, cause the system to perform operations comprising:
• receiving, at a customer interaction system, an inbound or outbound interaction request through a communication channel;
• determining, by a planning agent monitoring the communication channel, a type of specialized task required to process the interaction request, wherein the planning agent comprises a first instance of a generative language model configured to analyze and route interaction requests;
• selecting, from a plurality of instantiated specialized agents each comprising a respective instance of a generative language model configured for a specific customer service task, a first specialized agent configured to handle the determined type of specialized task;
• providing the interaction request and a shared interaction context to the selected specialized agent through an event bus;
• processing, by the first specialized agent, the customer interaction request to generate a response based on:
• accessing relevant knowledge bases and tools specific to the specialized task,
• analyzing the shared interaction context, and
• applying task-specific rules and policies;
• when voice communication is involved, processing the generated response through a unified voice synthesis model to maintain consistent voice output;
• and
• transmitting the processed response to the customer through the communication channel.

A method comprising:

• receiving, at a customer interaction system, a customer interaction request;
• determining, by a first specialized agent from a plurality of instantiated specialized agents, that the first specialized agent cannot adequately handle the customer interaction request based on the configured capabilities and authorization rules of the agent;
• routing, by the first specialized agent, the customer interaction request directly to a human agent;
• recording a complete transcript of a conversation between the human agent and a customer, including customer queries, human agent responses, and resolution steps taken;
• storing the transcript with a plurality of other transcripts associated with customer interactions that were handled by a human agent;
• analyzing the stored transcripts to identify patterns in types of customer interactions handled by human agents,
• determine frequency of similar interaction types, and
• evaluate complexity of human agent responses;
• determining that a threshold number of similar customer interactions have been handled by human agents;
• generating, via an administrative agent, a notification comprising:
• a recommendation to create a new specialized agent,
• suggested configuration parameters for the new agent based on analyzed transcripts,
• proposed knowledge base content derived from successful human agent responses, and
• required system integrations identified from human agent resolution steps;
• presenting the notification through an administrative interface for human review and operational approval;
• and
• upon receiving approval, deploying the new specialized agent to handle future customer interactions of the identified type.