Alternate communication options during communication delay

1. A computer-implemented method comprising:

determining that a trigger condition is met during an ongoing communication session including a user device, wherein the user device is presented with an option to record a message, and wherein determining that the trigger condition is met includes using a recording option machine learning algorithm to process communication outcome data from other users;

receiving a recorded message in response to a record message option provided upon the trigger condition being met, wherein the trigger condition being met corresponds to positive outcomes for the other users;

analyzing the recorded message and determining an intent for the recorded message by processing the recorded message through a natural language processor, and wherein processing includes determining content and inputting the content into an intent analyzer machine learning algorithm to determine the intent; and

providing the recorded message to an agent based on the determined intent, wherein when the agent receives the recorded message, the agent performs a response action after assessing the recorded message, and wherein the likelihood of a positive outcome following the response action is increased using the communication outcome data from the other users.

2. The computer-implemented method of claim 1 , wherein determining that the trigger condition is met includes determining that a hold time has exceeded a hold time threshold.

3. The computer-implemented method of claim 1 , wherein determining that the trigger condition is met includes determining, before the ongoing communication session, that an expected wait time exceeds a wait time threshold.

4. The computer-implemented method of claim 1 , wherein determining that the trigger condition is met includes determining, before the ongoing communication session, that a queue depth exceeds a queue depth threshold.

5. The computer-implemented method of claim 1 , wherein determining that the trigger condition is met includes analyzing, via the recording option machine learning algorithm, data associated with a user corresponding to the user device from which a voice call is received and real-time information corresponding to agent device availability.

6. The computer-implemented method of claim 1 , wherein the response action includes facilitating a communication between an agent device.

7. The computer-implemented method of claim 1 , wherein performing the response action includes:

performing an issue resolution action; and

providing an indication to the user device that the issue resolution action is completed.

8. The computer-implemented method of claim 1 , wherein the recorded message includes a voice recording.

9. The computer-implemented method of claim 1 , wherein the recorded message includes an alternate message format.

10. The computer-implemented method of claim 1 , wherein the record message option includes an option to speak the message at any time during a call hold.

11. The computer-implemented method of claim 1 , further comprising:

assessing a plurality of agents to determine which agents are suitable for responding to the intent; and

ranking the plurality of agents according to suitability;

wherein providing the recorded message to the agent is further based on suitability.

12. 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:

determine that a trigger condition is met during an ongoing communication session including a user device, wherein the user device is presented with an option to record a message, and wherein determining that the trigger condition is met includes using a recording option machine learning algorithm to process communication outcome data from other users;

receive a recorded message in response to a record message option provided upon the trigger condition being met, wherein the trigger condition being met corresponds to positive outcomes for the other users;

analyze the recorded message and determining an intent for the recorded message by processing the recorded message through a natural language processor, and wherein processing includes determining content and inputting the content into an intent analyzer machine learning algorithm to determine the intent; and

provide the recorded message to an agent based on the determined intent, wherein when the agent receives the recorded message, the agent performs a response action after assessing the recorded message, and wherein the likelihood of a positive outcome following the response action is increased using the communication outcome data from the other users.

13. The system of claim 12 , wherein determining that the trigger condition is met includes determining that a hold time has exceeded a hold time threshold.

14. The system of claim 12 , wherein determining that the trigger condition is met includes determining, before the ongoing communication session, that an expected wait time exceeds a wait time threshold.

15. The system of claim 12 , wherein determining that the trigger condition is met includes determining, before the ongoing communication session, that a queue depth exceeds a queue depth threshold.

16. The system of claim 12 , wherein determining that the trigger condition is met includes analyzing, via the recording option machine learning algorithm, data associated with a user corresponding to the user device from which a voice call is received and real-time information corresponding to agent device availability.

17. The system of claim 12 , wherein the response action includes facilitating a communication between an agent device.

18. The system of claim 12 , wherein, to perform the response action, the one or more processors execute further instructions that cause the system to:

perform an issue resolution action; and

provide an indication to the user device that the issue resolution action is completed.

19. The system of claim 12 , wherein the recorded message includes a voice recording.

20. The system of claim 12 , wherein the recorded message includes an alternate message format.

21. The system of claim 12 , wherein the record message option includes an option to speak the message at any time during a call hold.

22. The system of claim 12 , wherein the instructions further cause the system to:

assess a plurality of agents to determine which agents are suitable for responding to the intent; and

rank the plurality of agents according to suitability;

wherein providing the recorded message to the agent is further based on suitability.

23. A non-transitory, computer-readable storage medium storing thereon executable instructions that, as a result of being executed by a computer system, cause the computer system to:

determine that a trigger condition is met during an ongoing communication session including a user device, wherein the user device is presented with an option to record a message, and wherein determining that the trigger condition is met includes using a recording option machine learning algorithm to process communication outcome data from other users;

receive a recorded message in response to a record message option provided upon the trigger condition being met, wherein the trigger condition being met corresponds to positive outcomes for the other users;

analyze the recorded message and determining an intent for the recorded message by processing the recorded message through a natural language processor, and wherein processing includes determining content and inputting the content into an intent analyzer machine learning algorithm to determine the intent; and

provide the recorded message to an agent based on the determined intent, wherein when the agent receives the recorded message, the agent performs a response action after assessing the recorded message, and wherein the likelihood of a positive outcome following the response action is increased using the communication outcome data from the other users.

24. The non-transitory, computer-readable storage medium of claim 23 , wherein determining that the trigger condition is met includes determining that a hold time has exceeded a hold time threshold.

25. The non-transitory, computer-readable storage medium of claim 23 , wherein determining that the trigger condition is met includes determining, before the ongoing communication session, that an expected wait time exceeds a wait time threshold.

26. The non-transitory, computer-readable storage medium of claim 23 , wherein determining that the trigger condition is met includes determining, before the ongoing communication session, that a queue depth exceeds a queue depth threshold.

27. The non-transitory, computer-readable storage medium of claim 23 , wherein the response action includes facilitating a communication between an agent device; and

wherein, to perform the response action, the executable instructions further cause the computer system to:

perform an issue resolution action; and

provide an indication to the user device that the issue resolution action is completed.