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 . (canceled)
2 . A computer-implemented method, comprising:
monitoring ongoing messages exchanged during a communications session between a user and an agent bot to detect an intent that corresponds to an opportunity to present an opt-in authorization request for supplemental communications;
processing the intent and user information through a trained machine learning algorithm to identify one or more incentives for accepting the opt-in authorization request, wherein the trained machine learning algorithm is trained using a dataset of different user characteristics, previously provided incentives, and previously obtained responses to the previously provided incentives;
providing the opt-in authorization request and the one or more incentives through the communications session;
monitoring new ongoing messages exchanged during the communications session to detect approval of the opt-in authorization request and the one or more incentives;
facilitating an alternative communications session between the user and an integration bot, wherein when the alternative communications session is facilitated, the integration bot communicates an opt-in confirmation request through the alternative communications session;
detecting an opt-in confirmation responsive to the opt-in confirmation request, wherein when the opt-in confirmation is detected, the supplemental communications are provided; and
updating the trained machine learning algorithm based on the one or more incentives and the opt-in confirmation.
3 . The computer-implemented method of claim 2 , wherein the approval includes contact information associated with the user, and wherein the contact information is used to facilitate the alternative communications session.
4 . The computer-implemented method of claim 2 , wherein the alternative communications session is facilitated using Short Message Service (SMS) messages.
5 . The computer-implemented method of claim 2 , further comprising:
transferring the communications session from the agent bot to a live agent based on an intent associated with previous messages exchanged between the user and the live agent over the communications session.
6 . The computer-implemented method of claim 2 , further comprising:
processing previously exchanged messages between the user and the agent bot through natural language processing (NLP) to tailor agent bot messages corresponding to the opt-in authorization request and the one or more incentives.
7 . The computer-implemented method of claim 2 , further comprising:
executing the integration bot to process the new ongoing messages as the new ongoing messages are exchanged to detect the approval.
8 . The computer-implemented method of claim 2 , wherein the alternative communications session is facilitated using electronic mail messages.
9 . 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:
monitor ongoing messages exchanged during a communications session between a user and an agent bot to detect an intent that corresponds to an opportunity to present an opt-in authorization request for supplemental communications;
process the intent and user information through a trained machine learning algorithm to identify one or more incentives for accepting the opt-in authorization request, wherein the trained machine learning algorithm is trained using a dataset of different user characteristics, previously provided incentives, and previously obtained responses to the previously provided incentives;
provide the opt-in authorization request and the one or more incentives through the communications session;
monitor new ongoing messages exchanged during the communications session to detect approval of the opt-in authorization request and the one or more incentives;
facilitate an alternative communications session between the user and an integration bot, wherein when the alternative communications session is facilitated, the integration bot communicates an opt-in confirmation request through the alternative communications session;
detect an opt-in confirmation responsive to the opt-in confirmation request, wherein when the opt-in confirmation is detected, the supplemental communications are provided; and
update the trained machine learning algorithm based on the one or more incentives and the opt-in confirmation.
10 . The system of claim 9 , wherein the approval includes contact information associated with the user, and wherein the contact information is used to facilitate the alternative communications session.
11 . The system of claim 9 , wherein the alternative communications session is facilitated using Short Message Service (SMS) messages.
12 . The system of claim 9 , wherein the instructions further cause the system to:
transfer the communications session from the agent bot to a live agent based on an intent associated with previous messages exchanged between the user and the live agent over the communications session.
13 . The system of claim 9 , wherein the instructions further cause the system to:
process previously exchanged messages between the user and the agent bot through natural language processing (NLP) to tailor agent bot messages corresponding to the opt-in authorization request and the one or more incentives.
14 . The system of claim 9 , wherein the instructions further cause the system to:
execute the integration bot to process the new ongoing messages as the new ongoing messages are exchanged to detect the approval.
15 . The system of claim 9 , wherein the alternative communications session is facilitated using electronic mail messages.
16 . 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:
monitor ongoing messages exchanged during a communications session between a user and an agent bot to detect an intent that corresponds to an opportunity to present an opt-in authorization request for supplemental communications;
process the intent and user information through a trained machine learning algorithm to identify one or more incentives for accepting the opt-in authorization request, wherein the trained machine learning algorithm is trained using a dataset of different user characteristics, previously provided incentives, and previously obtained responses to the previously provided incentives;
provide the opt-in authorization request and the one or more incentives through the communications session;
monitor new ongoing messages exchanged during the communications session to detect approval of the opt-in authorization request and the one or more incentives;
facilitate an alternative communications session between the user and an integration bot, wherein when the alternative communications session is facilitated, the integration bot communicates an opt-in confirmation request through the alternative communications session;
detect an opt-in confirmation responsive to the opt-in confirmation request, wherein when the opt-in confirmation is detected, the supplemental communications are provided; and
update the trained machine learning algorithm based on the one or more incentives and the opt-in confirmation.
17 . The non-transitory computer-readable storage medium of claim 16 , wherein the approval includes contact information associated with the user, and wherein the contact information is used to facilitate the alternative communications session.
18 . The non-transitory computer-readable storage medium of claim 16 , wherein the alternative communications session is facilitated using Short Message Service (SMS) messages.
19 . The non-transitory computer-readable storage medium of claim 16 , wherein the executable instructions further cause the computer system to:
transfer the communications session from the agent bot to a live agent based on an intent associated with previous messages exchanged between the user and the live agent over the communications session.
20 . The non-transitory computer-readable storage medium of claim 16 , wherein the executable instructions further cause the computer system to:
process previously exchanged messages between the user and the agent bot through natural language processing (NLP) to tailor agent bot messages corresponding to the opt-in authorization request and the one or more incentives.
21 . The non-transitory computer-readable storage medium of claim 16 , wherein the executable instructions further cause the computer system to:
execute the integration bot to process the new ongoing messages as the new ongoing messages are exchanged to detect the approval.
22 . The non-transitory computer-readable storage medium of claim 16 , wherein the alternative communications session is facilitated using electronic mail messages.