Unified multi-channel communications systems and methods
View Patent ↗Described herein are systems and techniques to facilitate the efficient generation and association of data based on communications across multiple communications channels. A unified communications system may process communications exchanges using multiple communications channels and generate data that may be associated with the interactions representing the communications exchanges. The system associates the interactions with a context. The system determines an interaction interface for subsequent communication based on the context and interaction data. The system further facilitates the switch of communications channels during a communications session, tracking, storing, and updating interaction and context data to maintain a consistent communications experience for a user.
1 . A method comprising:
exchanging, by a unified communications system processor, text messaging communications with a user device using an interaction interface and a text messaging communications channel;
generating and storing, by the unified communications system processor, interaction data based at least on part on the text messaging communications;
determining, by the unified communications system processor and based at least in part on the text messaging communications, a context identifier;
associating, by the unified communications system processor, the interaction data with the context identifier;
detecting, by the unified communications system processor, a textual communications channel change request in a text messaging communication received from the user device via the text messaging communications channel during the text messaging communications;
determining, by the unified communications system processor and based at least in part on data associated with the context identifier, the interaction interface;
based at least in part on the textual communications channel change request, transmitting, from the unified communications system processor to the interaction interface, instructions to initiate a voice communications session with the user device using a voice communications channel; and
exchanging, by the unified communications system processor, voice communications with the user device using the interaction interface and the voice communications channel.
2 . The method of claim 1 , wherein generating the interaction data comprises associating content included in the text messaging communications with the interaction data.
3 . The method of claim 1 , wherein transmitting the instructions to the interaction interface comprises transmitting at least a subset of the data associated with the context identifier to the interaction interface.
4 . The method of claim 1 , wherein exchanging the text messaging communications with the user device using the text messaging communications channel comprises facilitating an exchange of the text messaging communications between the user device and the interaction interface via the unified communications system processor.
5 . The method of claim 1 , wherein the textual communications channel change request comprises a textual code.
6 . The method of claim 5 , wherein detecting the textual communications channel change request in the text messaging communication comprises determining the textual code using natural language processing of the text messaging communication.
7 . The method of claim 1 , wherein detecting the textual communications channel change request in the text messaging communication comprises determining the textual communications channel change request using natural language processing of the text messaging communication.
8 . The method of claim 1 , further comprising:
exchanging voice communications with the user device using the voice communications channel; and
generating and storing second interaction data based at least on part on the voice communications.
9 . The method of claim 8 , wherein generating the second interaction data comprises:
generating transcription content based at least in part on the voice communications; and
associating the transcription content with the second interaction data.
10 . A non-transitory computer-readable medium comprising instructions that, when executed by one or more processors, cause the one or more processors to:
exchange text messaging communications with a user device using an interaction interface and a text messaging communications channel;
generate and store interaction data based at least on part on the text messaging communications;
determine, based at least in part on the text messaging communications, a context identifier;
associate the interaction data with the context identifier;
receive a textual communications channel change request in a text messaging communication received from the user device via the text messaging communications channel;
determine, based at least in part on data associated with the context identifier; the interaction interface;
based at least in part on the textual communications channel change request, transmit instructions to the interaction interface to initiate a voice communications session with the user device using a voice communications channel; and
exchange voice communications with the user device using the interaction interface and the voice communications channel.
11 . The non-transitory computer-readable medium of claim 10 , wherein instructions to the interaction interface to initiate the voice communications session comprise instructions to initiate the voice communications session as a high priority voice communications session in a voice communications session queue for the interaction interface.
12 . The non-transitory computer-readable medium of claim 10 , further comprising instructions that, when executed by the one or more processors, cause the one or more processors to generate, in response to exchanging the text messaging communications, an interaction identifier for the interaction data based at least on part on a user device identifier and an identifier of a unified communications system associated with the one or more processors.
13 . The non-transitory computer-readable medium of claim 12 , wherein the user device identifier comprises a user device telephone number and the identifier of the unified communications system comprises a unified communications system telephone number.
14 . The non-transitory computer-readable medium of claim 12 , wherein the instructions that cause the one or more processors to associate the interaction data with the context identifier comprise instructions that, when executed by the one or more processors, cause the one or more processors to associate the interaction identifier with an interface identifier representing the interaction interface.
15 . The non-transitory computer-readable medium of claim 14 , wherein the instructions that cause the one or more processors to determine the interaction interface comprise instructions that, when executed by the one or more processors, cause the one or more processors to determine the interaction interface by determining that the interaction identifier is associated with the interface identifier.
16 . A unified communications system comprising:
one or more processors; and
a non-transitory memory storing computer-executable instructions that, when executed, cause the one or more processors to:
exchange text communications with a user device using an interaction interface and a text communications channel;
generate and store interaction data based at least on part on the text communications;
determine, based at least in part on the text communications, a context identifier;
associate the interaction data with the context identifier;
receive a textual communications channel change request in a text communication received from the user device via the text communications channel;
determine, based at least in part on data associated with the context identifier; the interaction interface;
based at least in part on the textual communications channel change request, transmit instructions to the interaction interface to initiate a voice communications session with the user device using a second voice communications channel; and
exchange voice communications with the user device using the interaction interface and the voice communications channel.
17 . The unified communications system of claim 16 , wherein the context identifier is determined further based at least on part a user device identifier and an identifier of the unified communications system.
18 . The unified communications system of claim 16 , wherein the computer-executable instructions further comprise instructions that, when executed, cause the one or more processors to transmit at least a subset of the interaction data to the interaction interface.
19 . The unified communications system of claim 16 , wherein the computer-executable instructions further comprise instructions that, when executed, cause the one or more processors to:
determine user data for a user associated with a user associated with the user device; and
transmit at least a subset of the user data to the interaction interface.
20 . A system for determining service status data notifications, the system comprising:
means for exchanging text messaging communications with a user device using an interaction interface and a text messaging communications channel;
means for generating and storing interaction data based at least on part on the text messaging communications;
means for determining, based at least in part on the text messaging communications, a context identifier;
means for associating the interaction data with the context identifier;
means for detecting a textual communications channel change request in a text messaging communication received from the user device via the text messaging communications channel;
means for determining, based at least in part on data associated with the context identifier, the interaction interface;
means for transmitting, based at least in part on the textual communications channel change request, instructions to the interaction interface to initiate a voice communications session with the user device using a voice communications channel; and
exchanging voice communications with the user device using the interaction interface and the voice communications channel.