Method and apparatus for linking customer interactions with customer messaging platforms

An apparatus, comprising:

• at least one processor;
• and
• a memory having stored therein machine executable instructions, that when executed by the at least one processor, cause the apparatus to:
• receive an input indicating a request for a chat interaction with an enterprise, the input provided by a customer of the enterprise using an electronic device;
• in response to the received input, cause display of a user interface (UI) on the electronic device;
• request via the UI the customer to authenticate the customer's personal identity for the enterprise by using login credentials associated with at least one third-party messaging platform;
• receive the login credentials for authenticating the customer for the third-party messaging platform, the login credentials provided by the customer using the electronic device;
• with the login credentials associated with the third-party messaging platform, authenticate the customer's personal identity for the enterprise;
• link the login credentials for the third-party messaging platform between at least one of the customer or the electronic device and the enterprise to facilitate authentication of the customer's personal identity for one or more subsequent requests for chat interactions with the enterprise that are received from the customer subsequent to completion of the chat interaction;
• subsequent to successful authentication of the customer's personal identity, facilitate the chat interaction with the enterprise on one of an enterprise interaction channel and the third-party messaging platform;
• retrieve stored information corresponding to the customer subsequent to successful authentication of the customer's personal identity, the stored information comprising information related to one or more past interactions of the customer with the enterprise;
• predict one or more intentions of the customer for providing the input, the one or more intentions predicted based on the received input and the retrieved stored information;
• receive, by the processor, channel presence information for a plurality of interaction channels corresponding to the customer indicating that the customer is logged into a native mobile application and that the customer is also browsing one or more Websites;
• receive, by the processor, current channel attention information corresponding to the customer indicating an interaction channel that the customer is currently attentive to;
• predict a best next action for the customer based, at least in part, on the predicted one or more intentions and channel presence information and current channel attention information corresponding to the customer.

A computer-implemented method, comprising:

• receiving, by a processor, an input indicating a request for a chat interaction with an agent of an enterprise, the input provided by a customer of an enterprise using an electronic device;
• in response to the received input, causing, by the processor, display of a user interface (UI) on the electronic device;
• requesting via the UI the customer to authenticate the customer's personal identity for the enterprise by using login credentials corresponding to at least one third-party messaging platform;
• receiving, by the processor the login credentials for authenticating the customer to the third-party messaging platform, the login credentials provided by the customer using the electronic device;
• with the login credentials associated with the third-party messaging platform, authenticating, by the processor, the customer's personal identity for the enterprise;
• linking, by the processor the login credentials for the third-party messaging platform between at least one of the customer or the electronic device and the enterprise to facilitate authentication of the customer's personal identity for one or more requests for chat interactions with the enterprise that are received from the customer subsequent to completion of the chat interaction;
• subsequent to successful authentication of the customer's personal identity, facilitating, by the processor, the customer interaction via the electronic device with the enterprise on one of an enterprise interaction channel or the third-party messaging;
• retrieving, by the processor, stored information corresponding to the customer subsequent to successful authentication of the customer's personal identity, the stored information comprising information related to one or more past interactions of the customer with the enterprise;
• predicting, by the processor, one or more intentions of the customer for providing the input, the one or more intentions predicted based on the received input and the retrieved stored information;
• receiving, by the processor, channel presence information for a plurality of interaction channels corresponding to the customer indicating that the customer is logged into a native mobile application and that the customer is also browsing one or more Websites;
• receiving, by the processor, current channel attention information corresponding to the customer indicating an interaction channel that the customer is currently attentive to;
• and
• predicting, by the processor, a best next action for the customer based, at least in part, on the predicted one or more intentions and the received channel presence information and current channel attention information corresponding to the customer.