Real-time integration of machine intelligence into client messaging platforms

A system comprising:

• one or more processors;
• memory coupled to the one or more processors, the memory including one or more modules that are executable by the one or more processors to:
• receive, by a vendor and via a first communication platform, a request associated with a network service issue impacting a client device, the request being associated with a client account with the vendor;
• determine a category of service support that is associated with the request;
• based on the request, determine an urgency index that reflects a period of time within which to address the request;
• access historical interaction data that includes communications between a user associated with the client account and the vendor;
• based on the request and the historical interaction data, determine a sentiment index that reflects a state of an attitude of the user towards the vendor;
• based on the category of vendor service, the urgency index, and the sentiment index, select a second, different communication platform for a real-time communication session between a vendor representative and the client device associated with the client account;
• initiate, via the second, different communication platform, the real-time communication session between the vendor representative and the client device associated with the client account;
• monitor the real-time communication session between the vendor representative and the client device;
• determine that the vendor representative requires additional information for the request, based at least in part on content of the real-time communication session, the additional information corresponding to at least diagnostic test data associated with the client device;
• initiate a diagnostic test at the client device, the diagnostic test being associated with the network service issue;
• retrieve, from the client device, diagnostic test data associated with the diagnostic test;
• determine at least one automated action to be performed, based at least in part on the diagnostic test data;
• perform the at least one automated action, the at least one automated action including transmitting data to the client device that dynamically adjusts a setting of the client device;
• and
• transmit, an indication to the vendor representative that the at least one automated action has been performed.

A computer-implemented method, comprising:

• under control of one or more processors:
• receiving, by a vendor via a first communication platform, a request associated with a network service issue impacting a client device of a client account;
• retrieving diagnostic test data from the client device associated with the client account;
• determining a device health index of the client device from a range of device health index values, based at least in part on the diagnostic test data, the range of device health index values indicating an incremental grade of device health varying from a negative device health to a positive device health;
• automating performance of at least one action at the client device to resolve the network service issue, based at least in part on the diagnostic test data, the at least one action including transmitting data to the client device to dynamically adjust an operating system setting of the client device, a network signal setting of the client device, or a data throughput setting of the client device;
• generating a message for transmission to the client device associated with performance of the at least one action;
• based on the request, determining an urgency index that reflects a period of time within which to address the request;
• accessing historical interaction data that includes communications between a user associated with the client account and the vendor;
• based on the request and the historical interaction data, determining a sentiment index that reflects a state of an attitude of the user towards the vendor;
• based on the category of vendor service, the device health index, the urgency index, and the sentiment index, selecting a second, different communication platform for transmission of the message to the client device;
• transmitting the message via the second, different communication platform.