System and method for omnichannel text-based routing, transfer and communication system
A system and method for omnichannel text-based routing, transfer, and customer-to-enterprise communications. The system is a cloud-based network containing an interaction control server, a routing engine, an optimization engine, a media translation server, a mobile application, a business entity portal, mobile and compute devices for business enterprise and customer, and an enterprise database. Taken together or in part, said system optimizes customer interactions by delivering context aware text message, chat or email to customers; and when requested by customer, optimally routes with context, based upon a multitude of variables, to best available resource to handle the customer interaction. The system may be accessed through web browsers or purpose-built computer and mobile phone applications.
1. A system for real-time omnichannel text-based interaction transfer comprising:
an interaction control server comprising a first plurality of programming instructions stored in a memory of, and operable on a processor of, a computing device, wherein the first plurality of programming instructions, when operating on the processor of the computing device, cause the computing device to:
receive a first electronic request from a first user device to establish a text-based connection from the first user device to a second user device, the second user device being a device associated with an enterprise;
instantiate a first interaction between the first user device and the second user device to fulfill the first electronic request from the first user device;
send an interaction routing request to a routing engine;
receive a plurality of route information from the routing engine;
send the plurality of route information to a media translation server;
store a first plurality of details about the first interaction to an interaction database;
receive a second electronic request from the second user device to transfer the first interaction to a second interaction, the second interaction being between the first user device and a third user device, the third user device also being a device associated with an enterprise;
instantiate the second interaction between the first user device and the third user device to fulfill the second electronic request from the second user device;
send an interaction transfer request to a routing engine;
receive a plurality of transfer information from the routing engine;
send the plurality of transfer information to the media translation server; and
store a second plurality of details about the second interaction to the interaction database;
a routing engine comprising a second plurality of programming instructions stored in a memory of, and operable on a processor of, the computing device, wherein the plurality of programming instructions, when operating on the processor of the computing device, cause the computing device to:
receive the interaction routing request from the interaction control server;
retrieve a plurality of routing data pertaining to a plurality of enterprise resources from an enterprise database;
select an enterprise resource which to route the first interaction;
send the plurality of routing information for routing the first interaction to the interaction control server;
receive the interaction transfer request from the interaction control server;
retrieve a plurality of transfer data pertaining to a plurality of enterprise resources from an enterprise database;
select an enterprise resource which to transfer the first interaction to the second interaction; and
send the plurality of transfer information for routing the second interaction to the interaction control server; and
a media translation server comprising a third plurality of programming instructions stored in a memory of, and operable on a processor of, the computing device, wherein the third plurality of programming instructions, when operating on the processor of the computing device, cause the computing device to:
receive the plurality of routing information from the interaction control server;
create a first set of interaction control legs between the first user device and the second user device;
mask personally identifying information of the first user device to the second user device, and of the second user device to the first user device;
establish a first real-time media stream between the first user device and the second user device;
receive the plurality transfer information from the interaction control server;
create a second set of interaction control legs between the first user device and the third user device;
mask personally identifying information of the first user device to the third user device, and of the third user device to the first user device;
establish a second real-time media stream between the first user device and the third user device; and
disconnect the first set of interaction control legs and the first real-time media stream;
wherein the plurality of routing information comprises a routing logic that includes a timeout feature that re-routes the interaction to a fourth user device if the interaction is not handled within a given time; and
wherein the one or more routing logics leverages artificial intelligence including machine learning and deep learning techniques based on prior customer interaction data, customer relationship management data, sales and marketing data and business operation data.
2. The system of claim 1 , wherein the media translation server converts messages between any of the one or more user devices and any subsequent user devices of any subsequent transfers of a compatible format.
3. The system of claim 1 , wherein a notification of completion is sent to the interaction control server upon disconnection of any real-time media stream.
4. The system of claim 1 , wherein the plurality of routing information comprises a routing logic selected from the group consisting of priority ordered routing, circular ordered routing, and percentage-based algorithmic routing.
5. The system of claim 1 , wherein the plurality of enterprise resources comprises more than one enterprise.
6. The system of claim 1 , wherein the first user device comprises a mobile application to send the first electronic request by clicking or tapping on a picture or graphic.
7. The system of claim 1 , wherein the first user device receives an advertisement to initiate the first electronic request.
8. The system of claim 1 , wherein the text-based connection is based off one or more messaging technologies selected from the group consisting of Short Message Service, Multimedia Messaging Service, iMessage, and Rich Communication Services.