Customer portal of an intelligent automated agent for a contact center

摘要

A customer portal of an intelligent automated agent for a contact center is provided. The customer portal is configured to run on a processor coupled to a non-transitory storage device. The customer portal includes a customer profile module configured to access a profile for a customer from a customer profile database stored on the storage device, and a customer emotion and mood detection module configured to detect emotions and moods of the customer during an interaction between the customer and the contact center. The intelligent automated agent is configured to run on the processor, take part in the interaction between the customer and the contact center, adjust its behavior in the interaction by factoring in the accessed profile for the customer and the detected emotions and moods of the customer during the interaction, and update the accessed profile on the storage device to reflect the interaction.