Methods, apparatuses, and systems for dynamically navigating interactive communication systems

An apparatus comprising:

• at least one processor;
• and
• at least one memory storing instructions thereon that, when executed by the at least one processor, cause the apparatus to perform at least:
• capturing ambient audio signals from a user while the apparatus is in a passive listening state;
• responsive to identifying, from the ambient audio signals, a predetermined trigger word, transitioning the apparatus to an active listening state;
• while the apparatus is in the active listening state, receiving an aural request from a user to initiate an interactive communication session with a communication system of a biller or a merchant;
• determining, based at least in part on an analysis of the aural request from the user, a user intent associated with the aural request;
• retrieving an interaction map associated with the communication system of the biller or the merchant;
• determining, based on at least the interaction map and the user intent, a predetermined interaction coding associated with the communication system of the biller or the merchant;
• transmitting a connection request to a network entity in the communication system of the biller or the merchant;
• initiating, via a chatbot, an interactive communication session with the communication system of the biller or the merchant using the predetermined interaction coding;
• generating at least one textual response or audio response based at least in part on the user intent and the aural request;
• and
• communicating, using the chatbot, with the network entity of the biller or the merchant using the at least one textual response or audio response.

A computer program product comprising at least one non-transitory computer-readable storage medium storing computer-executable program instructions which, when executed by a processor of an apparatus, configure the processor to cause the apparatus to perform at least:

• capturing ambient audio signals from a user while the apparatus is in a passive listening state;
• responsive to identifying, from the ambient audio signals, a predetermined trigger word, transitioning the apparatus to an active listening state;
• while the apparatus is in the active listing state, receiving an aural request from the user to initiate an interactive communication session with a communication system of a biller or a merchant;
• determining, based at least in part on an analysis of the aural request from the user, a user intent associated with the aural request from the user;
• retrieving an interaction map associated with the communication system of the biller or the merchant;
• determining, based on at least the interaction map and the user intent, a predetermined interaction coding associated with the communication system of the biller or the merchant;
• transmitting a connection request to a network entity in the communication system of the biller or the merchant;
• initiating, via a chatbot, an interactive communication session with the communication system of the biller or the merchant using the predetermined interaction coding;
• generating at least one textual response or audio response based at least in part on the user intent and the aural request;
• and
• communicating, using the chatbot, with the network entity of the biller or the merchant using the at least one textual response or audio response.