Patent ID: 8767948

Claim:
A non-transitory storage device comprising an intelligent automated agent for a contact center, the intelligent automated agent being configured to run on a processor coupled to the non-transitory storage device, the storage device comprising: a customer profile module configured, when run on the processor, to access a profile of a customer from a customer profile database stored on the storage device, the profile of the customer comprising interaction data from interactions involving the customer and the contact center, and analysis results from analyzing the interaction data between the interactions involving the customer and the contact center; and a content analysis module configured, when run on the processor, to: generate new analysis results by performing the analyzing of the interaction data between consecutive interactions of the interactions involving the customer and the contact center; and update the analysis results of the profile of the customer on the storage device to reflect the new analysis results, wherein the intelligent automated agent is configured, when run on the processor, to: take part in a next interaction of the interactions involving the customer and the contact center by accessing the profile of the customer; adjust its behavior in the next interaction by factoring in the analysis results of the accessed profile of the customer; and update the interaction data of the accessed profile on the storage device to reflect the next interaction, wherein the content analysis module is further configured, when run on the processor, to: generate additional analysis results between the consecutive interactions after an update to the content analysis module by re-analyzing the interaction data after the updating of the profile of the customer to reflect the new analysis results; and update the analysis results of the profile of the customer on the storage device to reflect the additional analysis results, wherein the storage device further comprises: a suggested response handling module configured, when run on the processor, to delete or alter suggested responses to the customer based on the analysis results of the profile of the customer; and a classification module configured, when run on the processor, to classify customers of the contact center into different classifications based on their corresponding analysis results of their profiles, wherein the content analysis module comprises a plurality of content analysis modules corresponding to the different classifications, wherein the analysis results comprises a list of pending transactions and/or requests by the customer that are not yet completed, and wherein the automated agent is further configured, when run on the processor, to address the pending transactions and/or requests during future interactions of the interactions involving the customer and the contact center.