Automated opt-in conversation systems
Disclosed embodiments provide a framework for implementing automated bots configured to automatically and in real-time process messages exchanged with a user to determine whether to present an opt-in offer for supplemental communications. An agent bot processes ongoing messages exchanged in real-time during a first communications session as these messages are exchanged to determine whether to present an opt-in authorization request for supplemental communications. If the user approves the request, contact information associated with the user is used to facilitate a second communications session through which the user is prompted to provide an opt-in confirmation. The opt-in confirmation and the approval of the opt-in authorization request is provided to allow for transmission of the supplemental communications to the user.
1. A computer-implemented method comprising:
dynamically detecting ongoing messages exchanged in real-time during a first communications session between a user and an agent bot;
processing the ongoing messages in real-time as the ongoing messages are received to automatically determine whether to present an opt-in authorization request for supplemental communications, wherein the opt-in authorization request includes a prompt for contact information associated with the user;
generating an instruction to present the opt-in authorization request, wherein when the instruction is received by the agent bot, the agent bot presents the opt-in authorization request through the first communications session;
monitoring the first communications session in real-time to detect approval of the opt-in authorization request and a message including the contact information associated with the user;
facilitating a second communications session according to the contact information, wherein when the second communication session is facilitated, an integration bot transmits an opt-in confirmation request through the second communications session;
receiving in real-time an opt-in confirmation responsive to the opt-in confirmation request through the second communications session; and
providing the approval of the opt-in authorization request and the opt-in confirmation, wherein when the approval of the opt-in authorization request and the opt-in confirmation are received by a brand entity, the brand entity transmits the supplemental communications.
2. The computer-implemented method of claim 1 , further comprising:
identifying in real-time an intent corresponding to the ongoing messages, wherein the intent is used to automatically determine whether to present the opt-in authorization request.
3. The computer-implemented method of claim 1 , wherein the first communications session and the second communications session are distinct.
4. The computer-implemented method of claim 1 , further comprising:
activating the integration bot in response to the agent bot presenting the opt-in authorization request through the first communications session, wherein when the integration bot is activated, the integration bot automatically monitors the first communications session to detect the approval of the opt-in authorization request.
5. The computer-implemented method of claim 1 , wherein the contact information corresponds to a phone number associated with the user, and wherein the second communications session is facilitated using Short Message Service (SMS) messages.
6. The computer-implemented method of claim 1 , further comprising:
dynamically updating the agent bot in real-time based on the ongoing messages, the approval of the opt-in authorization request, and the opt-in confirmation.
7. The computer-implemented method of claim 1 , wherein the first communications session is transferred to the agent bot from a live agent based on an intent associated with previous messages exchanged between the user and the live agent over the first communications session.
8. A system, comprising:
one or more processors; and
memory storing thereon instructions that, as a result of being executed by the one or more processors, cause the system to:
dynamically detect ongoing messages exchanged in real-time during a first communications session between a user and an agent bot;
process the ongoing messages in real-time as the ongoing messages are received to automatically determine whether to present an opt-in authorization request for supplemental communications, wherein the opt-in authorization request includes a prompt for contact information associated with the user;
generate an instruction to present the opt-in authorization request, wherein when the instruction is received by the agent bot, the agent bot presents the opt-in authorization request through the first communications session;
monitor the first communications session in real-time to detect approval of the opt-in authorization request and a message including the contact information associated with the user;
facilitate a second communications session according to the contact information, wherein when the second communication session is facilitated, an integration bot transmits an opt-in confirmation request through the second communications session;
receive in real-time an opt-in confirmation responsive to the opt-in confirmation request through the second communications session; and
provide the approval of the opt-in authorization request and the opt-in confirmation, wherein when the approval of the opt-in authorization request and the opt-in confirmation are received by a brand entity, the brand entity transmits the supplemental communications.
9. The system of claim 8 , wherein the instructions further cause the system to:
identify in real-time an intent corresponding to the ongoing messages, wherein the intent is used to automatically determine whether to present the opt-in authorization request.
10. The system of claim 8 , wherein the first communications session and the second communications session are distinct.
11. The system of claim 8 , wherein the instructions further cause the system to:
activate the integration bot in response to the agent bot presenting the opt-in authorization request through the first communications session, wherein when the integration bot is activated, the integration bot automatically monitors the first communications session to detect the approval of the opt-in authorization request.
12. The system of claim 8 , wherein the contact information corresponds to a phone number associated with the user, and wherein the second communications session is facilitated using Short Message Service (SMS) messages.
13. The system of claim 8 , wherein the instructions further cause the system to:
dynamically update the agent bot in real-time based on the ongoing messages, the approval of the opt-in authorization request, and the opt-in confirmation.
14. The system of claim 8 , wherein the first communications session is transferred to the agent bot from a live agent based on an intent associated with previous messages exchanged between the user and the live agent over the first communications session.
15. A non-transitory, computer-readable storage medium storing thereon executable instructions that, as a result of being executed by one or more processors of a computer system, cause the computer system to:
dynamically detect ongoing messages exchanged in real-time during a first communications session between a user and an agent bot;
process the ongoing messages in real-time as the ongoing messages are received to automatically determine whether to present an opt-in authorization request for supplemental communications, wherein the opt-in authorization request includes a prompt for contact information associated with the user;
generate an instruction to present the opt-in authorization request, wherein when the instruction is received by the agent bot, the agent bot presents the opt-in authorization request through the first communications session;
monitor the first communications session in real-time to detect approval of the opt-in authorization request and a message including the contact information associated with the user;
facilitate a second communications session according to the contact information, wherein when the second communication session is facilitated, an integration bot transmits an opt-in confirmation request through the second communications session;
receive in real-time an opt-in confirmation responsive to the opt-in confirmation request through the second communications session; and
provide the approval of the opt-in authorization request and the opt-in confirmation, wherein when the approval of the opt-in authorization request and the opt-in confirmation are received by a brand entity, the brand entity transmits the supplemental communications.
16. The non-transitory, computer-readable medium of claim 15 , wherein the executable instructions further cause the computer system to:
identify in real-time an intent corresponding to the ongoing messages, wherein the intent is used to automatically determine whether to present the opt-in authorization request.
17. The non-transitory, computer-readable medium of claim 15 , wherein the first communications session and the second communications session are distinct.
18. The non-transitory, computer-readable medium of claim 15 , wherein the executable instructions further cause the computer system to:
activate the integration bot in response to the agent bot presenting the opt-in authorization request through the first communications session, wherein when the integration bot is activated, the integration bot automatically monitors the first communications session to detect the approval of the opt-in authorization request.
19. The non-transitory, computer-readable medium of claim 15 , wherein the contact information corresponds to a phone number associated with the user, and wherein the second communications session is facilitated using Short Message Service (SMS) messages.
20. The non-transitory, computer-readable medium of claim 15 , wherein the executable instructions further cause the computer system to:
dynamically update the agent bot in real-time based on the ongoing messages, the approval of the opt-in authorization request, and the opt-in confirmation.
21. The non-transitory, computer-readable medium of claim 15 , wherein the first communications session is transferred to the agent bot from a live agent based on an intent associated with previous messages exchanged between the user and the live agent over the first communications session.