Dynamic communications routing to disparate endpoints
The present disclosure relates generally to facilitating routing of communications. More specifically, techniques are provided to dynamically route messages having certain intents between bots and user devices during communication sessions configured with multi-channel capabilities.
1. A computer-implemented method comprising:
transmitting, by a bot during a client device communication session between the bot and a client device, a request for a question and a response associated with the question;
receiving, by the bot, the question and the response;
transmitting, by the bot, the question and the response, wherein when the question and the response are received at a user device associated with a user, the user device can transmit a follow up request, and wherein the question and the response are transmitted to the user device based on one or more characteristics of the user;
receiving, by the bot, a follow up request associated with the user device, wherein the follow up request solicits further information about the response;
facilitating, by the bot, a client device-to-user device communication session between the user device and a client device based on the follow up request, wherein the facilitating includes providing an interactive user interface item for initiating the client device-to-user device communication session;
making a determination, by the bot, that the client device-to-user device communication session has ended; and
re-initiating the client device communication session between the bot and the client device.
2. The computer-implemented method of claim 1 , wherein the question and the response are received from a same client device.
3. The computer-implemented method of claim 1 , further comprising:
receiving input regarding the question, wherein the input is associated with the client device.
4. The computer-implemented method of claim 3 , wherein a menu of one or more questions is presented to the client device associated with the input, and wherein the input includes a selection from the menu.
5. The computer-implemented method of claim 1 , wherein the one or more characteristics are obtained from one or more online sources that include at least one of a cookie or browsing history.
6. The computer-implemented method of claim 1 , wherein transmitting the question and the response includes generating a graphical interface.
7. The computer-implemented method of claim 6 , wherein the graphical interface is initially associated with a communication session between the user device and the bot.
8. The computer-implemented method of claim 7 , wherein facilitating the client device-to-user device communication session includes switching from the communication session between the user device and the bot to the client device-to-user device communication session.
9. The computer-implemented method of claim 8 , further comprising switching back to the communication session between the user device and the bot when the client device-to-user device communication session is closed.
10. The computer-implemented method of claim 1 , wherein receiving the follow up request includes a selection from a menu of follow up options.
11. The computer-implemented method of claim 1 , further comprising providing a timer that tracks a time of the client device-to-user device communication session between the user device and the client device.
12. The computer-implemented method of claim 11 , further comprising determining an amount of payment due based on the tracked time.
13. The computer-implemented method of claim 1 , further comprising receiving a rating from the user device, wherein the rating is associated with the client device.
14. The computer-implemented method of claim 1 , wherein the client device-to-user device communication session is configured so that a type of information associated with the client device is not shown.
15. The computer-implemented method of claim 1 , further comprising storing information regarding the client device-to-user device communication session in association with historical data.
16. The computer-implemented method of claim 15 , further comprising initiating one or more subsequent communication sessions based on the historical data.
17. A system comprising:
a communication interface that communicates over a communication network, wherein the communication interface:
transmits, during a client device communication session between a bot and a client device, a request for a question and a response associated with the question; and
receives the question and the response; and
a processor that executes instructions stored in memory to:
transmit the question and the response, wherein when the question and the response are received at a user device associated with a user, the user device can transmit a follow up request, and wherein the question and the response are transmitted to the user device based on one or more characteristics of the user;
receive a follow up request associated with the user device, wherein the follow up request solicits further information about the response;
facilitate a client device-to-user device communication session between the user device and the client device based on the follow up request, wherein the facilitating includes providing an interactive user interface item for initiating the client device-to-user device communication session;
make a determination, by the bot, that the client device-to-user device communication session has ended; and
re-initiate the client device communication session between the bot and the client device.
18. The system of claim 17 , wherein the question and the response are received from a same client device.
19. The system of claim 17 , wherein the communication interface further receives input regarding the question, wherein the input is associated with the client device.
20. The system of claim 19 , wherein a menu of one or more questions is presented to the client device associated with the input, and wherein the input includes a selection from the menu.
21. The system of claim 17 , wherein the one or more characteristics are obtained from one or more online sources that include at least one of a cookie or browsing history.
22. The system of claim 17 , wherein transmitting the question and the response includes generating a graphical interface.
23. The system of claim 22 , wherein the graphical interface is initially associated with a communication session between the user device and the bot.
24. The system of claim 23 , wherein facilitating the client device-to-user device communication session includes switching from the communication session between the user device and the bot to the client device-to-user device communication session.
25. The system of claim 24 , further comprising switching back to the communication session between the user device and the bot when the client device-to-user device communication session is closed.
26. The system of claim 17 , wherein receiving the follow up request includes a selection from a menu of follow up options.
27. The system of claim 17 , further comprising providing a timer that tracks a time of the client device-to-user device communication session between the user device and the client device.
28. The system of claim 27 , further comprising determining an amount of payment due based on the tracked time.
29. The system of claim 17 , further comprising receiving a rating from the user device, wherein the rating is associated with the client device.
30. The system of claim 17 , wherein the client device-to-user device communication session is configured so that a type of information associated with the client device is not shown.
31. The system of claim 17 , further comprising storing information regarding the client device-to-user device communication session in association with historical data.
32. The system of claim 31 , further comprising initiating one or more subsequent communication sessions based on the historical data.
33. A non-transitory, computer-readable storage medium, having embodied thereon a program executable by a processor to perform a method comprising:
transmitting, by a bot during a client device communication session between the bot and a client device, a request for a question and a response associated with the question;
receiving, by the bot, the question and the response;
transmitting, by the bot, the question and the response, wherein when the question and the response are received at a user device associated with a user, the user device can transmit a follow up request, and wherein the question and the response are transmitted to the user device based on one or more characteristics of the user;
receiving, by the bot, a follow up request associated with the user device, wherein the follow up request solicits further information about the response;
facilitating, by the bot, a client device-to-user device communication session between the user device and a client device based on the follow up request, wherein the facilitating includes providing an interactive user interface item for initiating the client device-to-user device communication session;
making a determination, by the bot, that the client device-to-user device communication session has ended; and
re-initiating the client device communication session between the bot and the client device.
34. The non-transitory, computer-readable storage medium of claim 33 , wherein the question and the response are received from a same client device.
35. The non-transitory, computer-readable storage medium of claim 33 , further comprising receiving input regarding the question, wherein the input is associated with the client device.
36. The non-transitory, computer-readable storage medium of claim 35 , wherein a menu of one or more questions is presented to the client device associated with the input, and wherein the input includes a selection from the menu.
37. The non-transitory, computer-readable storage medium of claim 33 , wherein the one or more characteristics are obtained from one or more online sources that include at least one of a cookie or browsing history.
38. The non-transitory, computer-readable storage medium of claim 33 , wherein publishing the question and the response includes generating a graphical interface.
39. The non-transitory, computer-readable storage medium of claim 38 , wherein the graphical interface is initially associated with a communication session between the user device and the bot.
40. The non-transitory, computer-readable storage medium of claim 39 , wherein facilitating the client device-to-user device communication session includes switching from the communication session between the user device and the bot to the client device-to-user device communication session.
41. The non-transitory, computer-readable storage medium of claim 40 , wherein the method further comprises switching back to the communication session between the user device and the bot when the client device-to-user device communication session is closed.
42. The non-transitory, computer-readable storage medium of claim 33 , wherein receiving the follow up request includes a selection from a menu of follow up options.
43. The non-transitory, computer-readable storage medium of claim 33 , further comprising providing a timer that tracks a time of the client device-to-user device communication session between the user device and the client device.
44. The non-transitory, computer-readable storage medium of claim 43 , further comprising determining an amount of payment due based on the tracked time.
45. The non-transitory, computer-readable storage medium of claim 33 , further comprising receiving a rating from the user device, wherein the rating is associated with the client device.
46. The non-transitory, computer-readable storage medium of claim 33 , wherein the client device-to-user device communication session is configured so that a type of information associated with the client device is not shown.
47. The non-transitory, computer-readable storage medium of claim 33 , further comprising storing information regarding the client device-to-user device communication session in association with historical data.
48. The non-transitory, computer-readable storage medium of claim 47 , further comprising initiating one or more subsequent communication sessions based on the historical data.