An application management system, including a learning robot/learning
agent adapted to generate control data (eg automation script) by
monitoring interactions (404,406) between a customer service application
(CSA) and a user of the application and an execution robot for sending
application data to the application on the basis of the control data, is
described. A contact centre management system whose components are
configurable by a contact centre administrator is also described. A
relationship management system that manages a relationship between a
business requiring a contact centre and a customer service representative
broker is also described.
