A system for real-time omnichannel text-based routing, comprising:
- an interaction control server comprising a first plurality of programming instructions stored in a memory of, and operable on a processor of, a computing device, wherein the first plurality of programming instructions, when operating on the processor of the computing device, cause the computing device to:
- send an advertisement to a first user device comprising a prompt to initiate communicate with an enterprise;
- receive an electronic request derived from the prompt from the first user device to establish a text-based connection from the first user device to a second user device, the second user device being any mobile device belonging to a group of user devices within the enterprise;
- retrieve a stored user profile from a database, the stored user profile being selected based on the electronic request and comprising at least one of:
- user information, historical interaction data, historical purchase information, or stored preferences;
- create an interaction instance to fulfill the electronic request from the first user device;
- store the interaction instance in an interaction database;
- send an interaction routing request to a routing engine, the interaction routing request comprising at least a portion of the user profile;
- and
- update the interaction in the interaction database;
- a routing engine comprising a second plurality of programming instructions stored in a memory of, and operable on a processor of, a computing device, wherein the second plurality of programming instructions, when operating on the processor of the computing device, cause the computing device to:
- receive the interaction routing request from the interaction control server;
- select the second user device from the group of user devices within an enterprise to route the interaction, the selection based off a predetermined priority set by the enterprise and the user profile;
- retrieve the determined route pertaining to the second user device from an enterprise database;
- and
- send the determined route to the media translation server;
- wherein the predetermined priority comprises priority ordered routing, circular ordered, percentage-based algorithms, and a timeout feature;
- and
- wherein the predetermined priority leverages artificial intelligence comprising machine learning or deep learning techniques based on prior customer interaction data, customer relationship management data, sales and marketing data, and enterprise operational data;
- and
- a media translation server comprising a third plurality of programming instructions stored in a memory of, and operable on a processor of, a computing device, wherein the third plurality of programming instructions, when operating on the processor of the computing device, cause the computing device to:
- receive the determined route from the routing engine;
- set up interaction control legs between the first user device and the second user device;
- mask at least one of phone number information from the first user device to the second user device, and phone number information from the second user device to the first user device;
- and
- establish at least one real-time media stream between the first user device and the second user device.