Contextual communication and service interface
摘要
說明書
The embodiments herein improve upon the enterprise systems discussed above and provide systems and corresponding methods for facilitating streamlined assistance to users. Such an approach may help the agent quickly and efficiently meet the user's needs and resolve the incident, perhaps without the agent needing to navigate a complex interface and/or spend excessive time entering and looking up information.
In accordance with the present disclosure, a user assistance system may provide an interface comprising a single window in which the agent may engage in a conversation with the user about an incident, as well as view an incident record for the incident. In addition, the user assistance system may be configured to cause relevant information from the incident record to be made readily available for use by the agent to add to the conversation. For example, the user assistance system may analyze the incident record and/or the conversation between the agent and the user, identify relevant information, and generate a set of one or more messages for the agent to add to the conversation. Further, in some embodiments, the user assistance system may be configured to analyze the conversation as a basis for dynamically updating the incident record.
