Alternate communication options during communication delay

A system, comprising:

• one or more processors;
• and
• memory storing thereon instructions that, as a result of being executed by the one or more processors, cause the system to:
• determine that a trigger condition is met during an ongoing communication session including a user device, wherein the user device is presented with an option to record a message, and wherein determining that the trigger condition is met includes using a recording option machine learning algorithm to process communication outcome data from other users;
• receive a recorded message in response to a record message option provided upon the trigger condition being met, wherein the trigger condition being met corresponds to positive outcomes for the other users;
• analyze the recorded message and determining an intent for the recorded message by processing the recorded message through a natural language processor, and wherein processing includes determining content and inputting the content into an intent analyzer machine learning algorithm to determine the intent;
• and
• provide the recorded message to an agent based on the determined intent, wherein when the agent receives the recorded message, the agent performs a response action after assessing the recorded message, and wherein the likelihood of a positive outcome following the response action is increased using the communication outcome data from the other users.

A non-transitory, computer-readable storage medium storing thereon executable instructions that, as a result of being executed by a computer system, cause the computer system to:

• determine that a trigger condition is met during an ongoing communication session including a user device, wherein the user device is presented with an option to record a message, and wherein determining that the trigger condition is met includes using a recording option machine learning algorithm to process communication outcome data from other users;
• receive a recorded message in response to a record message option provided upon the trigger condition being met, wherein the trigger condition being met corresponds to positive outcomes for the other users;
• analyze the recorded message and determining an intent for the recorded message by processing the recorded message through a natural language processor, and wherein processing includes determining content and inputting the content into an intent analyzer machine learning algorithm to determine the intent;
• and
• provide the recorded message to an agent based on the determined intent, wherein when the agent receives the recorded message, the agent performs a response action after assessing the recorded message, and wherein the likelihood of a positive outcome following the response action is increased using the communication outcome data from the other users.