Automated telephone host system interaction

A system comprising:

• one or more client applications executable by respective communication devices, each communication device comprising one or more processors configured with processor-executable instructions included in the client application to perform operations comprising:
• storing, by a communication device, user information for a user, wherein the user information includes generic user information and provider specific user information;
• receiving, from the user of the communication device, a request associated with a service provider;
• determining that the request is associated with at least one of the generic user information and the provider specific user information;
• and
• transmitting request information including the generic user information and the provider specific user information via a network;
• and
• a server comprising one or more processors configured with processor-executable instructions to perform operations comprising:
• receiving, via the network, the request information from the communication device;
• and
• transmitting, to the communication device, call center information associated with a call center corresponding to the request and call flow information corresponding to the request;
• wherein the one or more processors of the communication device are further configured with processor-executable instructions to perform operations comprising, responsive to receiving the call center information and the call flow information:
• initiating a call to the call center in a muted mode such that audio can be transmitted between the communication device and the call center without being played by a speaker of the communication device;
• determining that a live agent has answered the call;
• and
• terminating the muted mode such that audio can be transmitted between the user and the live agent.

A system comprising:

• one or more client applications executable by respective communication devices, each communication device comprising one or more processors configured with processor-executable instructions included in the client application to perform operations comprising:
• storing, by a communication device, user information for a user, wherein the user information includes generic user information and provider specific user information;
• receiving, from the user of the communication device, a request associated with a service provider;
• determining that the request is associated with at least one of the generic user information and the provider specific user information;
• and
• transmitting request information including the generic user information and the provider specific user information via a network;
• and
• a server comprising one or more processors configured with processor-executable instructions to perform operations comprising:
• receiving, via the network, the request information from the communication device;
• identifying a call center corresponding to the request;
• selecting a trilateral call handling functionality based at least in part on one or more of a network latency between the server and the communication device, an identity of the call center, call flow information corresponding to the call center, a characteristic of the communication device, and a request type corresponding the request information;
• and
• transmitting, to the communication device, call information associated with a call center corresponding to the request, the call information comprising a control message that causes the communication device to at least initiate a call center call to the call center, initiate a server call to the server, and bridge the server call and the call center call in a muted mode such that audio can be transmitted between the server, the communication device, and the call center without being transmitted by a speaker of the communication device.

A method comprising:

• storing, at a communication device, user information for a user, wherein the user information includes generic user information and provider specific user information;
• receiving, via a client application executing on the communication device, a request from the user, the request associated with a service provider;
• determining, by the client application, that the request is associated with at least one of the generic user information and the provider specific user information;
• transmitting, from the communication device to a server associated with the client application, request information including the generic user information and the provider specific user information via a network;
• receiving, at the server via the network, the request information from the communication device;
• identifying, at the server, a third-party call center corresponding to the request;
• automatically selecting, by the server, a trilateral call handling functionality based at least in part on one or more of a network latency between the server and the communication device, an identity of the call center, call flow information corresponding to the call center, a characteristic of the communication device, and a request type corresponding to the request information;
• and
• transmitting, from the server to the communication device, call information associated with a call center corresponding to the request, the call information comprising a control message that causes the communication device to at least initiate a call center call to the call center, initiate a server call to the server, and bridge the server call and the call center call in a muted mode such that audio can be transmitted between the server, the communication device, and the call center without being transmitted by a speaker of the communication device.