System and method for resuming a disconnected inbound-interaction between an agent and a customer in a contact center

A computerized-system for resuming a disconnected inbound-interaction between an agent and a customer in a contact center, said computerized-system comprising:

• an Automatic Call Distribution (ACD) application;
• a User Interface (UI);
• a display unit;
• a database, and
• one or more processors,
• upon receiving a first inbound-interaction of a customer and distributing the first inbound-interaction to a first agent by the ACD application, said one or more processors are configured to:
• (i) automatically generate a transcription file of the first inbound-interaction in real-time by operating a transcribe service and associating a customer id of the customer to it;
• (ii) detect a disconnection event of the first inbound-interaction that is marked as disconnected-unexpectedly status by the first agent via a User Interface (UI) that is associated to an application to handle the inbound-interaction;
• (iii) automatically analyze the generated transcription file to yield interaction related data by using a pretrained Artificial intelligence (AI) model;
• (iv) store the yielded interaction related data and metadata of the first inbound-interaction in a database;
• (v) identify a second inbound-interaction of the customer by the ACD application based on the customer id and the disconnected-unexpectedly status, and automatically retrieving the stored interaction related data and metadata of the first inbound-interaction from the database based on the customer id;
• and
• (vi) distribute the second inbound-interaction to a second agent by the ACD application and displaying the interaction related data and metadata of the first inbound-interaction via the User Interface (UI) on the display unit.