Digital content security and communications system using artificial intelligence (AI) based machine learning and predictive analysis

A non-transitory computer-readable storage medium having executable stored thereon, which when executed instructs a processor to:

• a processor;
• and
• receive communication data from a user via a first communication channel of a digital content communication system;
• identify, for a conversation by the user with the digital content communications system in the first communication channel, conversation details associated with the user having the conversation with the digital content communications system based on the communication data;
• monitor, for the digital content communications system, inbound data associated with a plurality of conversations with the digital content communications system via a plurality of communication channels, wherein the inbound data comprises additional conversation details for new and ongoing conversations in the plurality of communication channels;
• identify, based on the conversation details and monitoring the inbound data, a data security requirement associated with having the conversation with the user;
• determine, for the conversation based on the conversation details, the inbound data, and the data security requirement, the conversation that is ongoing with the user in the first communication channel is required to be switched, in real-time during the conversation, from the first communication channel to a second communication channel of the plurality of communication channels;
• determine, using an adaptive conversation scheduler based on the conversation details, the inbound data, and the data security requirement, the second communication channel that is adapted for the conversation from a conversation schedule for the plurality of conversations, wherein the first communication channel is initially selected by the user for the conversation with the digital content communications system, and wherein the second communication channel is automatically determined on behalf of the user by the digital content communications system for the conversation based at least on the conversation schedule and the data security requirement;
• route, during the conversation by the adaptive conversation scheduler in accordance with the conversation schedule, inbound data for the conversation from the first communication channel to the second communication channel in real-time while the conversation is ongoing and without ending the conversation with the user;
• provide the conversation with the user via the second communication channel, wherein the conversation is provided to the user at a user device, and wherein the conversation is an intent-driven conversation, the intent-driven conversation provided by applying an AI-based technique including at least one of:
• parsing the communication data from the user using at least one data processing technique of the AI-based technique;
• determining a user intent from the parsed communication data using a machine learning model of the AI-based technique;
• or
• determining at least one relevant response to a user query based on the determined user intent and the conversation using proactive engagement options of the AI-based technique.

A method for digital content communications, comprising:

• receive communication data from a user via a first communication channel;
• identify, for a conversation by the user with the digital content communications system in the first communication channel, conversation details associated with the user having the conversation with the digital content communications system based on the communication data;
• monitor, for the digital content communications system, inbound data associated with a plurality of conversations with the digital content communications system via a plurality of communication channels, wherein the inbound data comprises additional conversation details for new and ongoing conversations in the plurality of communication channels;
• identify, based on the conversation details and monitoring the inbound data, a data security requirement associated with having the conversation with the user;
• determine, for the conversation based on the conversation details, the inbound data, and the data security requirement, the conversation that is ongoing with the user in the first communication channel is required to be switched, in real-time during the conversation, from the first communication channel to a second communication channel of the plurality of communication channels;
• determine, using an adaptive conversation scheduler based on the conversation details, the inbound data, and the data security requirement, the second communication channel that is adapted for the conversation from a conversation schedule for the plurality of conversations, wherein the first communication channel is initially selected by the user for the conversation with the digital content communications system, and wherein the second communication channel is automatically determined on behalf of the user by the digital content communications system for the conversation based at least on the conversation schedule and the data security requirement;
• route, during the conversation by the adaptive conversation scheduler in accordance with the conversation schedule, inbound data for the conversation from the first communication channel to the second communication channel in real-time while the conversation is ongoing and without ending the conversation with the user;
• provide the conversation with the user via the second communication channel, wherein the conversation is provided to the user at a user device, and wherein the conversation is an intent-driven conversation, the intent-driven conversation provided by applying an AI-based technique including at least one of:
• parsing the communication data from the user using at least one data processing technique of the AI-based technique;
• determining a user intent from the parsed communication data using a machine learning model of the AI-based technique;
• or
• determining at least one relevant response to a user query based on the determined user intent and the conversation using proactive engagement options of the AI-based technique.