12. A method for managing interactions in a contact center, comprising: monitoring and analyzing, by a processor, a communication with a customer; verifying, by the processor, an identity of the customer based on the analyzed communication; detecting, by the processor, a topic or an emotional state of the customer or a contact center agent based on the analyzed communication; and providing, by the processor, real-time advice to the contact center agent based on the detected topic or the emotional state in response to the identity of the customer being verified.
16. The method of claim 12 , wherein the communication comprises a text communication.