Systems and methods for facilitating communication between a user and a service provider

A system comprising:

• one or more processors of a computing system;
• and
• at least one non-transitory computer readable medium storing instructions which, when executed by the one or more processors, cause the one or more processors to perform operations comprising:
• receiving a request from a first device associated with a user;
• processing the request to determine contextual information associated with the user;
• generating, utilizing a machine learning model, a dynamic customized script for the request;
• routing the request to a service provider of a plurality of service providers, based on one or more criteria, wherein the one or more criteria include a probability of success that the service provider will resolve the request;
• and
• generating a presentation of the dynamic customized script in a user interface of a second device associated with the service provider.

A non-transitory computer readable medium, the non-transitory computer readable medium storing instructions which, when executed by one or more processors of a computing system, cause the one or more processors to perform operations comprising:

• receiving a request from a first device associated with a user;
• processing the request to determine contextual information associated with the user;
• generating, utilizing a machine learning model, a dynamic customized script for the request;
• routing the request to a service provider of a plurality of service providers, based on one or more criteria, wherein the one or more criteria include a probability of success that the service provider will resolve the request;
• and
• generating a presentation of the dynamic customized script in a user interface of a second device associated with the service provider.