System and method for link-initiated dynamic-mode communications
A system and method for a dynamic-link communication process between an electronic device and a target product or service by serving content or facilitating communication between two electronic devices. The first step is engagement by an electronic device with an initiator that is linked with a specific product or service that triggers a text message to auto-populate on the electronic device. The message comprising metadata about the specific product or service. The second step is for the electronic device to send the auto-populated message to a message gateway thus initiating the communication between the electronic device and a product or service. The message gateway works with a management service and one or more databases to send content back to the electronic device or to facilitate and convert messages between the electronic device and a second electronic device, the second electronic device associated with a product or service.
1 . A computer system for link-initiated dynamic-mode communications, comprising a hardware memory, wherein the computer system is configured to execute software instructions stored on nontransitory machine-readable storage media that:
couple stored media content from one or more databases to an initiator ID, wherein the initiator ID is an identification marker unique to the stored media content, and wherein the media content comprises a call-to-action;
embed the initiator ID into an initiator, wherein the initiator is an interactable object and when interacted with by a mobile computing device, is configured to auto-populate a text message on the mobile computing device;
receive the text message from the mobile computing device, the message comprising the initiator ID and metadata about the mobile device;
retrieve a rule associated with the initiator ID;
execute the instructions contained in the rule;
determine an available agent by executing a deep learning algorithm that analyzes one or more factors comprising time-of-day, day-of-week, resource availability, service level requirements, previous customer interactions, or customer tiering structure;
mask, via an anonymizer executing a machine learning algorithm comprising natural language processing, personally identifiable information in the text message;
reformat, via a message gateway, the masked text message to match the agent's preferred mode of communication, wherein the agent's preferred mode of communication is different than the text message's original mode of communication;
send the reformatted and masked text message to the agent via the agent's preferred mode of communication;
facilitate the sending and receiving of any further messages between the agent and the mobile computing device; and
repeat the masking via the anonymizer and the reformatting via the message gateway for all messages facilitated between the agent and the mobile computing device until termination of the communication.
2 . The system of claim 1 , wherein the initiator comprises an interactable link to an Internet resource, a scannable QR code, or an NFC beacon.
3 . The system of claim 2 , wherein the call-to-action is information about a product, information about a service, a request to contact an agent, or some combination thereof.
4 . The system of claim 3 , wherein the computer system is further configured to execute software instructions stored on nontransitory machine-readable storage media that:
retrieve the stored media content associated with the initiator ID; and
send the stored media content to the mobile computing device.
5 . The system of claim 3 , wherein the computer system is further configured to execute software instructions stored on nontransitory machine-readable storage media that:
determine an available agent;
identify the available agent's preferred mode of communication;
mask personally identifiable information in the text message;
reformat the text message to match the agent's mode of communication, wherein the agent's mode of communication is different than the text message's original mode of communication;
send the reformatted and masked text message to the agent;
facilitate the sending and receiving of any further messages between the agent and the mobile computing device; and
repeat the masking and reformatting of all messages facilitated between the agent and the mobile computing device until termination of the communication.
6 . A method for link-initiated dynamic-mode communications, comprising the steps of:
coupling stored media content from one or more databases to an initiator ID, wherein the initiator ID is an identification marker unique to the stored media content, and wherein the media content comprises a call-to-action;
embedding the initiator ID into an initiator, wherein the initiator is an interactable object and when interacted with by a mobile computing device, is configured to auto-populate a text message on the mobile computing device;
receiving the text message from the mobile computing device, the message comprising the initiator ID and metadata about the mobile device;
retrieving a rule associated with the initiator ID;
executing the instructions contained in the rule;
determining an available agent by executing a deep learning algorithm that analyzes one or more factors comprising time-of-day, day-of-week, resource availability, service level requirements, previous customer interactions, or customer tiering structure;
masking, via an anonymizer executing a machine learning algorithm comprising natural language processing, personally identifiable information in the text message;
reformatting, via a message gateway, the masked text message to match the agent's preferred mode of communication, wherein the agent's preferred mode of communication is different than the text message's original mode of communication;
sending the reformatted and masked text message to the agent via the agent's preferred mode of communication;
facilitating the sending and receiving of any further messages between the agent and the mobile computing device; and
repeating the masking via the anonymizer and the reformatting via the message gateway for all messages facilitated between the agent and the mobile computing device until termination of the communication.
7 . The method of claim 6 , wherein the initiator comprises an interactable link to an Internet resource, a scannable QR code, or an NFC beacon.
8 . The method of claim 7 , wherein the call-to-action is information about a product, information about a service, a request to contact an agent, or some combination thereof.
9 . The method of claim 8 , wherein the method further comprises the steps of:
retrieving the stored media content associated with the initiator ID; and
sending the stored media content to the mobile computing device.
10 . The method of claim 8 , wherein the method further comprises the steps of:
determining an available agent;
identifying the available agent's preferred mode of communication;
masking personally identifiable information in the text message;
reformatting the text message to match the agent's mode of communication, wherein the agent's mode of communication is different than the text message's original mode of communication;
sending the reformatted and masked text message to the agent;
facilitating the sending and receiving of any further messages between the agent and the mobile computing device; and
repeating the masking and reformatting of all messages facilitated between the agent and the mobile computing device until termination of the communication.