Contact Center Virtual Assistant

In a contact center, agents can be distracted and delayed from communicating with customers by searching for articles relevant to the customer's communication. A system automatically performing searches based on the customer's communication can therefore aid the agent. In an embodiment, a method of improving agent interaction with a user at a contact center includes determining, at a contact center, an intent of a portion of a received input from a user based on an established context of an application domain of the contact center. The method further includes mapping the determined intent to an element of an unstructured knowledge base stored in a memory. The method further includes presenting, to an agent at the contact center via a display, automated search results having the element ofthe one unstructured knowledge base. Therefore, the agent can quickly access search results relevant to the call and application domain. 在联系中心中，代理可能会因为搜索与客户的通信相关的文章而分心并延误与客户的通信。因此，种基于客户的通信来自动执行搜索的系统可以帮助所述代理。在实施例中，种在联系中心处改善与用户