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:
processing availability factor data to determine a probability that a provider pool will have at least one agent available for a communication session;
comparing the probability with a threshold value;
generating a presence indicator when the probability is greater than the threshold value;
processing a request input associated with a user request for communication, wherein the request input is generated in response to the presence indicator;
communicating a query, wherein when the query is received at the provider pool, the query is accessible to one or more agents in the provider pool;
processing an acceptance input associated with the query and a messaging device associated with a selected agent of the provider pool; and
facilitating the communication session between the messaging device and a user device, wherein the communication session is facilitated in response to the acceptance input.
2. The computer-implemented method of claim 1 , wherein the presence indicator is an active icon or a web hyper-link transmitted to the user device that, when selected by an input to the user device, generates the request input.
3. The computer-implemented method of claim 1 , wherein the availability factor data includes data on hours of operation associated with the provider pool, whether a proxy associated with the provider pool is logged into a direct response communication system (DRCS) system, a number of proxies logged into the DRCS system, engagement data for proxies currently logged into the DRCS system, or proximity sensor data for message capable devices associated with the proxies currently logged into the DRCS system.
4. The computer-implemented method of claim 1 , wherein the presence indicator is further associated with at least a first communication channel of a plurality of communication channels.
5. The computer-implemented method of claim 4 , wherein the plurality of communication channels includes two or more of an email channel, a single message service (SMS) channel, a real-time chat channel, a phone channel, or an asynchronous message channel.
6. The computer-implemented method of claim 1 , wherein adding the user device to the communication session includes:
initiating the communication session in response to the request input associated with the user request for communication; and
communicating session data to the user device prior to the messaging device being added to the communication session.
7. The computer-implemented method of claim 1 further comprising:
identifying established connection channels between the user device and the one or more agents of the provider pool;
analyzing the established connection channels to determine that a first established channel is to be used for the communication session; and
generating the communication session using a first established connection channel of the established connection channels.
8. The computer-implemented method of claim 7 , wherein analyzing the established connection channels to determine that the first established channel is to be used for the communication session includes analyzing one or more of a topic associated with the communication session, a sentiment score associated with the first established channel, a predicted response latency for the messaging device associated with the first established channel, or a channel type associated with the first established channel.
9. A system comprising:
a memory storing availability factor data; and
one or more processors coupled to the memory and configured to perform operations comprising:
processing the availability factor data to determine a probability that a provider pool will have at least one agent available for a communication session;
comparing the probability with a threshold value;
generating a presence indicator when the probability is greater than the threshold value;
processing a request input associated with a user request for communication, wherein the request input is generated in response to the presence indicator;
communicating a query, wherein when the query is received at the provider pool, the query is accessible to one or more agents in the provider pool;
processing an acceptance input associated with the query and a messaging device associated with a selected agent of the provider pool; and
facilitating the communication session between the messaging device and a user device, wherein the communication session is facilitated in response to the acceptance input.
10. The system of claim 9 , wherein the presence indicator is an active icon or a web hyper-link transmitted to the user device that, when selected by an input to the user device, generates the request input.
11. The system of claim 9 , wherein the availability factor data includes data on hours of operation associated with the provider pool, whether a proxy associated with the provider pool is logged into a direct response communication system (DRCS) system, a number of proxies logged into the DRCS system, engagement data for proxies currently logged into the DRCS system, or proximity sensor data for message capable devices associated with the proxies currently logged into the DRCS system.
12. The system of claim 9 , wherein the presence indicator is further associated with at least a first communication channel of a plurality of communication channels.
13. The system of claim 12 , wherein the plurality of communication channels includes two or more of an email channel, a single message service (SMS) channel, a real-time chat channel, a phone channel, or an asynchronous message channel.
14. The system of claim 9 , wherein adding the user device to the communication session includes:
initiating the communication session in response to the request input associated with the user request for communication; and
communicating session data to the user device prior to the messaging device being added to the communication session.
15. The system of claim 9 wherein the one or more processors are further configured to perform operations comprising:
identifying established connection channels between the user device and the one or more agents of the provider pool;
analyzing the established connection channels to determine that a first established channel is to be used for the communication session; and
generating the communication session using a first established connection channel of the established connection channels.
16. The system of claim 15 , wherein analyzing the established connection channels to determine that the first established channel is to be used for the communication session includes analyzing one or more of a topic associated with the communication session, a sentiment score associated with the first established channel, a predicted response latency for the messaging device associated with the first established channel, or a channel type associated with the first established channel.
17. A non-transitory computer readable storage medium comprising instructions that, when executed by one or more processors of a device, cause the device to perform operations comprising:
processing availability factor data to determine a probability that a provider pool will have at least one agent available for a communication session;
comparing the probability with a threshold value;
generating a presence indicator when the probability is greater than the threshold value;
processing a request input associated with a user request for communication, wherein the request input is generated in response to the presence indicator;
communicating a query, wherein when the query is received at the provider pool, the query is accessible to one or more agents in the provider pool;
processing an acceptance input associated with the query and a messaging device associated with a selected agent of the provider pool; and
facilitating the communication session between the messaging device and a user device, wherein the communication session is facilitated in response to the acceptance input.
18. The non-transitory computer readable storage medium of claim 17 , wherein the presence indicator is an active icon or a web hyper-link transmitted to the user device that, when selected by an input to the user device, generates the request input.
19. The non-transitory computer readable storage medium of claim 17 , wherein the availability factor data includes data on hours of operation associated with the provider pool, whether a proxy associated with the provider pool is logged into a direct response communication system (DRCS) system, a number of proxies logged into the DRCS system, engagement data for proxies currently logged into the DRCS system, or proximity sensor data for message capable devices associated with the proxies currently logged into the DRCS system.
20. The non-transitory computer readable storage medium of claim 17 , wherein the presence indicator is further associated with at least a first communication channel of a plurality of communication channels.
21. The non-transitory computer readable storage medium of claim 20 , wherein the plurality of communication channels includes two or more of an email channel, a single message service (SMS) channel, a real-time chat channel, a phone channel, or an asynchronous message channel.
22. The non-transitory computer readable storage medium of claim 17 , wherein adding the user device to the communication session includes:
initiating the communication session in response to the request input associated with the user request for communication; and
communicating session data to the user device prior to the messaging device being added to the communication session.
23. The non-transitory computer readable storage medium of claim 17 further comprising:
identifying established connection channels between the user device and the one or more agents of the provider pool;
analyzing the established connection channels to determine that a first established channel is to be used for the communication session; and
generating the communication session using a first established connection channel of the established connection channels.
24. The non-transitory computer readable storage medium of claim 23 , wherein analyzing the established connection channels to determine that the first established channel is to be used for the communication session includes analyzing one or more of a topic associated with the communication session, a sentiment score associated with the first established channel, a predicted response latency for the messaging device associated with the first established channel, or a channel type associated with the first established channel.