Contextual communication and service interface
摘要
說明書
The user assistance system may be configured to update the incident record with or without input from the agent. This may be advantageous in various scenarios, such as when there is incorrect information discovered in the incident record, when the user explicitly or implicitly expresses a desire for the incident to be resolved more quickly, and/or when events change the circumstances of the incident (e.g., efforts are made to resolve the incident, additional related incidents arise), among other possible scenarios.
In some embodiments, the user assistance system may enable the agent to select information in the incident record and update it on the fly. In particular, the user assistance system may enable the agent to select some or all information in the incident record, including any one or more components, and edit the incident record within the GUI window. In such embodiments, the user assistance system may generate and display, either in the same GUI window or in a separate window (e.g., a pop-up window), an interface in which the agent can edit the incident record and submit changes. Such embodiments may be advantageous in various scenarios, such as if there is incorrect information discovered in the incident record, or the user explicitly or implicitly expresses a desire for the incident to be resolved more quickly. For example, if during the conversation the agent receives a message from the user that includes text indicating frustration or an unexpected urgency, the agent can increase the priority level of the incident in the incident record (e.g., from Medium to High) so that the incident might be resolved faster. Other examples are possible as well.
