Patent Document ID: 20140270108
Application ID: 13866793
Patent Flag: 0

Claim One:
1. A system for a contact center, the system comprising: a processor; an interactive voice response (IVR) node configured to run on the processor to engage in an incoming interaction from a customer to the contact center by presenting set scripts to the customer and receiving corresponding responses from the customer; an intelligent automated agent configured to run on the processor and to communicate with the IVR node, the automated agent comprising an artificial intelligence engine; a call server node configured to run on the processor to communicate with the automated agent and to route the interaction and the responses to one of a pool of live agents or to the automated agent; a switch configured to route the incoming interaction to the IVR node, the automated agent, and the call server node; and a non-transitory storage device coupled to the processor and configured to store customer profile data built from previous interactions between the customer and the contact center, wherein the IVR node is further configured to route the interaction and the responses to the call server, the automated agent is further configured to retrieve a profile of the customer from the customer profile data during the interaction and to update the retrieved profile on the storage device to reflect the interaction, and the artificial intelligence engine is configured to learn knowledge from the interaction and to apply the learned knowledge to future interactions between the customer and the contact center.