Caller deflection and response system and method

A system of context-based caller deflection, comprising:

• an automated call system comprising an interactive voice response (IVR) system, the automated call system configured to receive communications;
• a caller device configured to receive communications;
• a memory unit configured to store computer program code;
• and
• one or more processors, wherein accessing the computer program code by the one or more processors causes the one or more processors to:
• receive an audio call from the caller device;
• obtain, by the automated call system, call information comprising a caller identity and call context during the audio call between the caller device and the automated call system;
• terminate the audio call;
• and
• upon terminating the audio call:
• determine a skill group from a plurality of skill groups based on the call information;
• select a specialist from a plurality of specialists within the skill group based on the call context to reply to the caller device with a personalized message via a messaging service;
• prepare a preformatted text response template based on the call information;
• send an electronic folder to a chat platform for the specialist to finalize and send a first text message, wherein the electronic folder comprises transcribed text from the audio call, the preformatted text response template, the caller identity, and the call context;
• transmit the first text message to the caller device via the messaging service;
• update the chat platform to include the first text message in response to transmission of the first text message;
• receive a second text message from the caller device via the messaging service;
• and
• update the chat platform to include the second text message in response to receipt of the second text message.