Proactive outreach platform for error resolution based on user intent in server-driven communication channels

1. A system comprising:

a non-transitory memory; and

one or more hardware processors coupled to the non-transitory memory and configured to read instructions from the non-transitory memory to cause the system to perform operations comprising:

detecting, via a script, a first error event by a device of a user through a first interface of the system, wherein the script comprises a code segment implemented with a plurality of interfaces including the first interface, and wherein the code segment is unaltered between the plurality of interfaces;

inserting the script into interface page code for the plurality of interfaces of the system, wherein the script is inserted into a header of the interface page code, and wherein the header is shared by the plurality of interfaces across the system;

determining an operation from the device during the first error event using the code segment of the script;

determining a first intent of the user in utilizing the first interface to perform a first operation based on a plurality of user intent mapping rules;

determining an urgency level of the first error event with the user based on an electronic transaction processing operation causing the first error event when performed by the device;

determining a first assistance channel to assist the user in resolving the first error event based on the first intent, the urgency level, and a plurality of assistance channel mapping rules, wherein the first assistance channel comprises one of a plurality of different electronic communication channels available for communicating by the user with the system using the device; and

providing, through a graphical user interface (GUI) of the device, a first assistance option to the device of the user in the first assistance channel.

2. The system of claim 1 , wherein, before the detecting the first error event, the operations further comprise:

aggregating previous error events tracked across domains of the system, wherein the previous error events are caused by processing errors of the system during previous uses of the domains by previous users of the system;

determining the plurality of user intent mapping rules based on first mappings of user intents in utilizing the domains during the previous uses to the previous error events; and

determining the plurality of assistance channel mapping rules based on second mappings of the user intents and severity ratings of the previous error events to assistance channels of the system.

3. The system of claim 2 , wherein presentations of the assistance channels for the system differ based on the plurality of assistance channel mapping rules, and wherein each of the presentations comprises at least one of assistance information or an assistance operation based on the user intents and the previous error events.

4. The system of claim 2 , wherein each of the assistance channels comprises one of a web-based push channel, an instant message channel, a web-based chat channel, a text message channel, an email communication, an informational webpage, a dedicated application interface, or a live agent channel.

5. The system of claim 2 , wherein the previous error events are tracked across the domains for the aggregating using a tracking platform of the system and at least one of a customer journey service for the previous uses the domains, application programming interfaces (APIs) associated with risk rules for the previous uses, and merchant flows engaged in during the previous uses.

6. The system of claim 1 , further comprising a proactive outreach platform, wherein the operations are performed through the proactive outreach platform, and wherein the providing the first assistance option via the first assistance channel comprises:

performing a user interface (UI) transformation for the first interface to display the first assistance option via the first assistance channel.

7. The system of claim 1 , wherein the operations further comprise:

detecting a second error event through one of the first interface or a second interface of the system;

determining a second intent to perform a second operation based on the plurality of user intent mapping rules;

determining a second assistance channel to assist in resolving the second error event based on the second intent and the plurality of assistance channel mapping rules; and

providing, via the second assistance channel, the first assistance option or a second assistance option.

8. The system of claim 1 , wherein the providing the first assistance option via the first assistance channel occurs dynamically and in real-time with the first error event, and wherein the providing the first assistance option via the first assistance channel occurs without administrative input by a help administrator of the system.

9. A method comprising:

receiving, from actions occurring on a plurality of service provider interfaces of a service provider, a plurality of error events occurring during past uses of the service provider via a code segment implemented within the service provider interfaces that is unaltered between different ones of the service provider interfaces;

inserting the code segment into service provider interface page code for the plurality of service provider interface of the service provider, wherein the code segment is inserted into a header of the service provider interfaces page code, and wherein the header is shared by at least a portion of the plurality of service provider interfaces across one or more domains of the service provider;

determining computing device operations from the actions during the plurality of error events using the code segment;

generating a plurality of error assistance rules based on the plurality of error events and the computing device operations, wherein the plurality of error assistance rules comprise a first mapping of the plurality of error events to a plurality of user intents in utilizing the service provider and a second mapping of the plurality of user intents to a plurality of help channels for assistance in resolving the plurality of error events, wherein the plurality of help channels comprise a plurality of different electronic communication channels available for communication with the service provider;

receiving an error event occurring via one of the plurality of service provider interfaces by a computing device using the code segment;

determining a user intent of the plurality of user intents in utilizing the service provider based on the error event and the plurality of error assistance rules;

determining an urgency level of the error event based on an electronic transaction processing operation causing the error event when performed by the computing device;

determining a help channel of the plurality of help channels to resolve the error event based on the user intent, the urgency level, and the plurality of error assistance rules, wherein the help channel comprises one of the plurality of different electronic communication channels available for communicating by the computing device with the service provider; and

presenting the help channel via the computing device.

10. The method of claim 9 , wherein the presenting the help channel comprises:

determining an output interface for display of the help channel on the computing device; and

performing an interface transformation of the one of the plurality of service provider interfaces based on the output interface.

11. The method of claim 9 , wherein the determining the urgency level is further based on an escalation factor in resolving the error event for the user intent, and wherein the escalation factor is associated with one of an account verification, an identity verification, or a fraud detection result during the electronic transaction processing operation.

12. The method of claim 11 , wherein the electronic transaction processing operation causes the error event based on at least one of an operational error of a process of the service provider, user input provided by the computing device via the one of the plurality of service provider interfaces, or a navigational error during the process of the service provider.

13. The method of claim 12 , wherein the help channel comprises a live chat with an agent of the service provider.

14. The method of claim 9 , wherein the presenting the help channel comprises:

determining a communication operation to display the help channel on the computing device; and

transmitting the help channel to the computing device via the communication operation.

15. The method of claim 14 , wherein the help channel comprises at least one of help information, an agent communication, or a troubleshooting operation to resolve the error event based on the user intent.

16. The method of claim 9 , wherein the receiving the plurality of error events comprises:

aggregating error data caused by faulty operations of the service provider during the past uses by a plurality of users when requesting data processing operations by the service provider, wherein the error data is associated with a navigational error, an electronic transaction processing error, or an account usage error.

17. A non-transitory machine-readable medium having stored thereon machine-readable instructions executable to cause a machine to perform operations comprising:

aggregating, from past uses of a service provider system, error events caused by the past uses through webpages hosted by the service provider system via a coding script implemented within the webpages that is unaltered between different ones of the webpages, wherein the coding script comprises a listener operation for the error events and a linking operation to assistance channels based on assistance routing rules;

determining computing device operations during the past uses of the webpages using the coding script;

determining urgency levels of the error events based on electronic transaction processing operations causing the error events when the past uses are performed through the webpages and the computing device operations;

determining, based on least on the urgency levels, the assistance routing rules for the assistance channels of the service provider, wherein the assistance channels comprise assistance information based on the urgency levels and user intents in utilizing the service provider system during the past uses, and wherein the assistance channels comprises a plurality of different electronic communication channels available for communicating with the service provider system;

inserting the coding script into a header element of the webpages, wherein the header is utilized by one or more of the webpages hosted by one or more domains of the service provider; and

monitoring for the error events via the coding script.

18. The non-transitory machine-readable medium of claim 17 , wherein the operations further comprise:

detecting, from a device of a user, one of the error events during an operation performed by the device on one of the webpages via the coding script;

determining one of the assistance channels for the user to resolve the one of the error events based on the assistance routing rules, wherein the one of the assistance channels is determined based on one of the user intents and one of the urgency levels associated with the one of the error events and the operation performed by the device; and

presenting the assistance information associated with the one of the user intents and the one of the urgency levels via the one of the assistance channels.