Back office services of an intelligent automated agent for a contact center

A method of providing back office services for a contact center to a customer through an intelligent automated agent, the method comprising:

• running the intelligent automated agent on a processor coupled to a non-transitory storage device;
• accessing, by the intelligent automated agent, a profile of the customer from a customer profile database stored on the storage device, the profile of the customer comprising interaction data from interactions involving the customer and the contact center, and analysis results from analyzing the interaction data between the interactions involving the customer and the contact center;
• generating, by the intelligent automated agent, new analysis results by performing the analyzing of the interaction data between consecutive interactions of the interactions involving the customer and the contact center;
• updating, by the intelligent automated agent, the analysis results of the profile of the customer on the storage device to reflect the new analysis results;
• re-accessing, by the intelligent automated agent, the profile of the customer during a next interaction of the interactions involving the customer and the contact center;
• adjusting, by the intelligent automated agent, a behavior of the automated agent during the next interaction by factoring in the analysis results of the re-accessed profile of the customer;
• updating, by the intelligent automated agent, the interaction data of the re-accessed profile on the storage device to reflect the next interaction;
• generating, by the intelligent automated agent, additional analysis results between the consecutive interactions by re-analyzing the interaction data using newer analysis criteria since the updating of the analysis results of the profile of the customer to reflect the new analysis results;
• updating, by the intelligent automated agent, the analysis results of the profile of the customer on the storage device to reflect the additional analysis results;
• deleting or altering, by the intelligent automated agent, suggested responses to the customer based on the analysis results of the profile of the customer;
• classifying, by the intelligent automated agent, customers of the contact center into different classifications based on their corresponding analysis results of the profiles of the customers;
• and
• generating, by the intelligent automated agent, corresponding new analysis results by performing the analyzing of respective interaction data of the profiles of the customers using different analysis criteria for the different classifications, wherein
• the analysis results comprises a list of pending transactions and/or requests by the customer that are not yet completed, and
• the method further comprises addressing the pending transactions and/or requests during future interactions of the interactions involving the customer and the contact center.

A system comprising an intelligent automated agent for a contact center, the automated agent comprising:

• a processor;
• a non-transitory storage device configured to store customer profile data;
• and
• a memory, wherein the memory has instructions stored thereon that, when executed by the processor, causes the processor to:
• access a profile of the customer from a customer profile database stored on the storage device, the profile of the customer comprising interaction data from interactions involving the customer and the contact center, and analysis results from analyzing the interaction data between the interactions involving the customer and the contact center;
• generate new analysis results by performing the analyzing of the interaction data between consecutive interactions of the interactions involving the customer and the contact center;
• update the analysis results of the profile of the customer on the storage device to reflect the new analysis results;
• re-access the profile of the customer during a next interaction of the interactions involving the customer and the contact center;
• adjust a behavior of the automated agent during the next interaction by factoring in the analysis results of the re-accessed profile of the customer;
• update the interaction data of the re-accessed profile on the storage device to reflect the next interaction;
• generate additional analysis results between the consecutive interactions by re-analyzing the interaction data using newer analysis criteria since the updating of the analysis results of the profile of the customer to reflect the new analysis results;
• update the analysis results of the profile of the customer on the storage device to reflect the additional analysis results;
• delete or alter suggested responses to the customer based on the analysis results of the profile of the customer;
• classify customers of the contact center into different classifications based on their corresponding analysis results of the profiles of the customers;
• and
• generate corresponding new analysis results by performing the analyzing of respective interaction data of the profiles of the customers using different analysis criteria for the different classifications,
• wherein
• the analysis results comprises a list of pending transactions and/or requests by the customer that are not yet completed, and
• the instructions, when executed by the processor, further cause the processor to address the pending transactions and/or requests during future interactions of the interactions involving the customer and the contact center.