Vision for the perfect working platform for Call Center: Someone calls reaches a rep due to not being able to self serve. At the reps fingertips, they have the complete callers profile based on info entered. Additionally, relevant context such as actions taken in app or with account and conversation history are available to rep. A recommendation engine, a ML model, would be at play to recommend common issues and solutions based on the callers profile. The recommendation engine would be interactive, ie if someone is calling about fraud and they need to be transferred, it should be as easy as a click of a button, and the fraud rep should be able to then see all of the updated data on the caller's profile to best assist.