System and method for concurrently joining voice and web channels

A method comprising:

• in response to receiving a phone call over a network from a user, establishing a voice session in a first server to communicate audio speech;
• connecting the voice session to a live agent to communicate with the user via the phone call;
• converting the audio speech to text data and extracting a plurality of data components from the text data using natural language processing;
• causing a remote device associated with the user to navigate to a web page, wherein the web page includes an interactive form associated with a subject matter determined from the text data;
• establishing a web session in a second server to allow the user to interact with the web page via the remote device;
• connecting, by a call controller, the voice session from the first server to the web session from the second server to allow concurrent communication therebetween;
• in the voice session, generating and transmitting voice prompts by the call controller, that request data input for a first data field in the interactive form;
• and
• in the web session, in response to receiving a speech response from the user from the voice session, extracting data values from the speech response and transferring the data values into the first data field in the interactive form via the web session.

A computing system, comprising:

• at least one processor connected to at least one memory;
• a non-transitory computer readable medium including instructions stored thereon that when executed by at least the processor cause the processor to:
• concurrently connect a voice channel to a web channel in a server with a session connection, wherein the voice channel is established from a phone call from a first user device associated with a user and the web channel is established from a browser of a second user device associated with the user navigating to a web page;
• wherein a navigation link is transmitted to the second user device, wherein the navigation link, when activated, navigates the browser to the web page;
• activate a bot to monitor user interactions on the web page via the web channel;
• and
• generate voice responses via the voice channel based on the user interactions from the web channel to provide assistance to the user relating to content of the web page.