Providing data messaging support by intercepting and processing received short message service (SMS) messages at a customer support service
View Patent ↗A message receiving, intercepting and processing method and corresponding application and device may provide receiving a message at a message processing server, the message being intended for a phone number associated with a customer service provider, identifying a telephone number of the sender of the message, parsing at least one word from the message, retrieving user account information of the sender, and generating an automated response to the message that includes contextual information that is based on at least one of the user account information and the parsed at least one word from the message.
1. A method, comprising:
receiving a message from a sender at a message processing server, the message being intended for a customer service provider;
parsing at least one word from the message;
generating an automated response to the message that includes contextual information that is based on at least one of account information of the sender and the parsed at least one word from the message;
processing the account information of the sender to identify a current subscription status of the sender;
transmitting a response message to the sender that references at least one subscription option or promotion currently available to the sender;
receiving another message from the sender responsive to the response message transmitted to the sender; and
generating additional response messages and transmitting the additional response messages to the sender which offer additional subscription options to the sender until the sender selects one of the options or requests live customer support.
2. The method of claim 1 , wherein the message is a short message service (SMS) type.
3. The method of claim 1 , further comprising:
identifying the message as being a text message and redirecting the message to a text interpretation module which parses each of the words from the text message; and
identifying at least one flagged word that is associated with at least one service provided by the customer service provider.
4. The method of claim 3 , wherein the at least one flagged word invokes an automated response that is generated to include at least one instance of the at least one flagged word which comprises information of at least one of service upgrades, service support, and service offers.
5. The method of claim 1 , further comprising identifying a telephone number of the sender of the message.
6. The method of claim 1 , further comprising retrieving account information of the sender.
7. The method of claim 1 , wherein the message is intended for a phone number associated with the customer service provider.
8. An apparatus comprising:
a receiver configured to receive a message from a sender intended for a customer service provider; and
a processor configured to:
parse at least one word from the message;
generate an automated response to the message that includes contextual information that is based on at least one of account information of the sender and the parsed at least one word from the message;
process the account information of the sender to identify a current subscription status of the sender;
transmit a response message to the sender that references at least one subscription option or promotion currently available to the sender; and
wherein the receiver is further configured to receive another message from the sender responsive to the response message transmitted to the sender; and
wherein the processor is further configured to generate additional response messages and transmit the additional response messages to the sender which offer additional subscription options to the sender until the sender selects one of the options or requests live customer support.
9. The apparatus of claim 8 , wherein the message is a short message service (SMS) type.
10. The apparatus of claim 8 , wherein the processor is further configured to:
identify the message as being a text message and redirecting the message to a text interpretation module which parses each of the words from the text message; and
identify at least one flagged word that is associated with at least one service provided by the customer service provider.
11. The apparatus of claim 10 , wherein the at least one flagged word invokes an automated response that is generated to include at least one instance of the at least one flagged word which comprises information of at least one of service upgrades, service support, and service offers.
12. The apparatus of claim 8 , wherein the processor is further configured to identify a telephone number of the sender of the message.
13. The apparatus of claim 8 , wherein the processor is further configured to retrieve account information of the sender.
14. The apparatus of claim 8 , wherein the receiver receives the message from the sender intended for a phone number associated with the customer service provider.
15. A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform:
receiving a message from a sender at a message processing server, the message being intended for a customer service provider;
parsing at least one word from the message;
generating an automated response to the message that includes contextual information that is based on at least one of the account information of the sender and the parsed at least one word from the message;
processing the account information of the sender to identify a current subscription status of the sender;
transmitting a response message to the sender that references at least one subscription option or promotion currently available to the sender;
receiving another message from the sender responsive to the response message transmitted to the sender; and
generating additional response messages and transmitting the additional response messages to the sender which offer additional subscription options to the sender until the sender selects one of the options or requests live customer support.
16. The non-transitory computer readable storage medium of claim 15 , wherein the message is a short message service (SMS) type.
17. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform:
identifying the message as being a text message and redirecting the message to a text interpretation module which parses each of the words from the text message; and
identifying at least one flagged word that is associated with at least one service provided by the customer service provider.
18. The non-transitory computer readable storage medium of claim 17 , wherein the at least one flagged word invokes an automated response that is generated to include at least one instance of the at least one flagged word which comprises information of at least one of service upgrades, service support, and service offers.
19. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform identifying a telephone number of the sender of the message.
20. The non-transitory computer readable storage medium of claim 15 , wherein the processor is further configured to perform retrieving account information of the sender.