System and method for integrated virtual assistant-enhanced customer service

Abstract

A system for integrated virtual assistant and contact center end-to-end functionality, which allows users to use their personal virtual assistant (such as SIRI, Amazon Alexa, Google Assistant, Cortana, and others) to extend functionality and communicate with other VA's and with contact centers through an interface, for services and functionality to be improved and automated.

What is claimed is: 
     
         1 . A system for virtual assistant-facilitated contact center communications, comprising:
 a virtual assistant server associated with a contact center and comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and executed by the processor, wherein the programming instructions, when executed by the processor, cause the processor to:
 receive a first request from a consumer virtual assistant application operating on a consumer device over a network; 
 transmit the first request to an internal system of the contact center other than the virtual assistant server; 
 receive from the internal system a second request for additional information related to the first request; and 
 transmit, over the network, a natural language query to the consumer virtual assistant application based on the second request. 
   
     
     
         2 . The system of  claim 1 , wherein the consumer device is a smartphone. 
     
     
         3 . The system of  claim 1 , wherein the consumer device is a virtual assistant platform. 
     
     
         4 . The system of  claim 1 , wherein the network is the Internet. 
     
     
         5 . The system of  claim 1 , wherein the network is a public-switched telephony network.