SYSTEM AND METHOD FOR ASSISTING AGENTS VIA ARTIFICIAL INTELLIGENCE

The invention provides a system and a method for handling interactions of a contact center. A processor of the system monitors a real-time interaction between a contact center agent and a user. The monitoring may include analyzing a first input by the user, and a first response by the contact center agent to the first input. The processor identifies an intent of the user based on monitoring the real-time interaction, and in response to identifying the intent, monitors for a first trigger condition. In response to identifying the first trigger condition, the processor invokes an automated agent for outputting a second response to a second input provided by the user. The first trigger condition may be a command to invoke the automated agent, or deviance by the agent from dialog in a dialog script associated with the identified intent. 本发明提供了一种用于处理联络中心的交互的系统和方法。该系统的处理器监视联络中心座席与用户之间的实时交互。该监视可包括分析该用户的第一输入以及该联络中心座席对该第一输入的第一应答。该处理器基于监视该实时交互来识别该用户的意图，并且响应于识别该意图，监视第一触发条件。响应于识别该第一触发条件，该处理器调用自动座席以便输出对该用户所提供的第二输入的第二应答。该第