Contextual communication and service interface
摘要
說明書
The blocks represented in
As noted above, in a scenario where an agent is tasked with assisting a user associated with a managed network (such as when an agent of an enterprise is assisting a customer of the enterprise), the agent may encounter various issues when providing assistance. For example, the system that the agent uses to provide assistance may require the agent to open multiple GUI windows, such as a first window in which the agent converses (e.g., textual communication, such as instant messaging or Short Message Service (SMS)) with the user and a second window in which the agent views an incident record that summarizes the issue with which the agent is assisting the user. Additionally or alternatively, the incident record may be lengthy and/or may contain complex information, which may impede the agent's ability to efficiently assist the user. Additionally or alternatively, the system may require or encourage the agent to manually enter the entirety of response messages to the user, which may involve the agent spending time typing out lengthy portions of information from the incident record and/or repeatedly copy/pasting information from the incident record window to the conversation window.
Accordingly, the present disclosure provides an improved user assistance system that can address these and/or other issues. Such a system may provide both the incident record and a chat interface in a single GUI window and employ various methods for streamlining management of user assistance.
