System and method for analyzing messages and initiating communication sessions
Systems and methods are described herein for analyzing messages and other information provided in relation to a web communication, a mobile application communication session, a phone communication, or another type of communication. For example, a system and method are provided for initiating a text message communication session between an agent and a user. A two-way communication session may be facilitated between the user and the agent. A mobile telephone number disclosed by the user during the two-way communication session may be detected, and a text message communication session between the user and the agent may be initiated if a mobile telephone number was detected. Availability status associated with a provider of items or services may also be analyzed to determine an agent for communicating with the user.
1. A computer-implemented method, comprising:
receiving, on a computing device, a telephone call;
identifying a calling number and a called number associated with the telephone call, wherein the calling number is associated with a calling device making the telephone call;
using the called number to determine an entity from a plurality of entities, wherein one or more agents are associated with the entity, and wherein an agent is associated with a device;
accessing availability status data associated with the plurality of entities, wherein agents are associated with the plurality of entities, and wherein availability status data includes information indicating an availability status of the agents to participate in a communication session;
obtaining availability status data associated with the determined entity, wherein the availability status data includes information indicating an availability status of the one or more agents to participate in a communication session with the calling device;
using the availability status data associated with the determined entity to determine that an agent associated with the determined entity is available to participate in a communication session;
using the calling number to determine whether the calling device is a mobile device; and
providing an alert when the calling device is determined to be a mobile device, wherein the alert includes an option to initiate a mobile text message communication session between a device associated with the available agent and the calling device.
2. The method of claim 1 , wherein the availability status data includes at least one or more of a log-in status of the agent or a busy status of the agent.
3. The method of claim 2 , further comprising monitoring at least one or more of the log-in status of the agent or the busy status of the agent in real-time.
4. The method of claim 1 , further comprising providing an alert window, the alert window including the option to initiate the mobile text message communication session.
5. The method of claim 1 , further comprising transmitting a request for consent to the mobile text message communication session.
6. The method of claim 1 , wherein the calling number is used to determine whether the calling device is the mobile device using a call tracking service.
7. A system, comprising:
a processor; and
a non-transitory computer-readable storage medium containing instructions which when executed on the processor, cause the processor to perform operations including:
receiving a telephone call;
identifying a calling number and a called number associated with the telephone call, wherein the calling number is associated with a calling device making the telephone call;
using the called number to determine an entity from a plurality of entities, wherein one or more agents are associated with the entity, and wherein an agent is associated with a device;
accessing availability status data associated with the plurality of entities, wherein agents are associated with the plurality of entities, and wherein availability status data includes information indicating an availability status of the agents to participate in a communication session;
obtaining availability status data associated with the determined entity, wherein the availability status data includes information indicating an availability status of the one or more agents to participate in a communication session with the calling device;
using the availability status data associated with the determined entity to determine that an agent associated with the determined entity is available to participate in a communication session;
using the calling number to determine whether the calling device is a mobile device; and
providing an alert when the calling device is determined to be a mobile device, wherein the alert includes an option to initiate a mobile text message communication session between a device associated with the available agent and the calling device.
8. The system of claim 7 , wherein the availability status data includes at least one or more of a log-in status of the agent or a busy status of the agent.
9. The system of claim 8 , further comprising instructions which when executed on the processor, cause the processor to perform operations including:
monitoring at least one or more of the log-in status of the agent or the busy status of the agent in real-time.
10. The system of claim 7 , further comprising instructions which when executed on the processor, cause the processor to perform operations including:
providing an alert window, the alert window including the option to initiate the mobile text message communication session.
11. The system of claim 7 , further comprising instructions which when executed on the processor, cause the processor to perform operations including:
transmitting a request for consent to the mobile text message communication session.
12. The system of claim 7 , wherein the calling number is used to determine whether the calling device is the mobile device using a call tracking service.
13. A computer-program product tangibly embodied in a non-transitory machine-readable storage medium, including instructions configured to cause a data processing apparatus to:
receive a telephone call;
identify a calling number and a called number associated with the telephone call, wherein the calling number is associated with a calling device making the telephone call;
use the called number to determine an entity from a plurality of entities, wherein one or more agents are associated with the entity, and wherein an agent is associated with a device;
access availability status data associated with the plurality of entities, wherein agents are associated with the plurality of entities, and wherein availability status data includes information indicating an availability status of the agents to participate in a communication session;
obtain availability status data associated with the determined entity, wherein the availability status data includes information indicating an availability status of the one or more agents to participate in a communication session with the calling device;
use the availability status data associated with the determined entity to determine that an agent associated with the determined entity is available to participate in a communication session;
use the calling number to determine whether the calling device is a mobile device; and
provide an alert when the calling device is determined to be a mobile device, wherein the alert includes an option to initiate a mobile text message communication session between a device associated with the available agent and the calling device.
14. The computer-program product of claim 13 , wherein the availability status data includes at least one or more of a log-in status of the agent or a busy status of the agent.
15. The computer-program product of claim 14 , further comprising instructions configured to cause a data processing apparatus to:
monitor at least one or more of the log-in status of the agent or the busy status of the agent in real-time.
16. The computer-program product of claim 13 , further comprising instructions configured to cause a data processing apparatus to:
provide an alert window, the alert window including the option to initiate the mobile text message communication session.
17. The computer-program product of claim 13 , further comprising instructions configured to cause a data processing apparatus to:
transmit a request for consent to the mobile text message communication session.
18. The computer-program product of claim 13 , wherein the calling number is used to determine whether the calling device is the mobile device using a call tracking service.