System and method for performing dual channel communications

A method comprising:

• detect that a telephone call from a user device of the user is received at an IVR processor configured to interact with the user via automated voice prompts over a telephone connection with the user device of the user;
• determine, based on the telephone call, an intent of the user;
• determine that the intent of the user is configured for an assisted interaction using the telephone connection to the user device via the IVR processor and a persistent data connection to the user device, wherein the persistent data connection is configured to exchange data with a software application installed on the user device, wherein exchanging data with the software application over the persistent data connection comprises:
• transmitting one or more deep links of user interface (UI) screens associated with the software application to cause the UI screens to open on a display of the user device;
• and
• receiving data provided by the user on the UI screens of the software application;
• setup the persistent data connection with the user device of the user at least partially in response to determining that the intent of the user is configured for the assisted interaction;
• and
• conduct the assisted interaction with the user device by exchanging messages with the user device via the IVR processor over the telephone connection and with the software application installed on the user device over the data connection, wherein conducting the assisted interaction comprises:
• receiving one or more input messages from the user device over the telephone connection, the data connection or a combination thereof;
• determining, based on the one or more input messages, a first response message to be transmitted to the user device over the telephone connection and a second response message to be transmitted to the user device over the data connection;
• and
• transmitting the first response message to the user device over the telephone connection in conjunction with the second response message to the user device over the data connection.

A non-transitory computer-readable medium storing instructions that when executed by a processor causes the processor to:

• detect that a telephone call from a user device of the user is received at an IVR processor configured to interact with the user via automated voice prompts over a telephone connection with the user device of the user;
• determine, based on the telephone call, an intent of the user;
• determine that the intent of the user is configured for an assisted interaction using the telephone connection to the user device via the IVR processor and a persistent data connection to the user device, wherein the persistent data connection is configured to exchange data with a software application installed on the user device, wherein exchanging data with the software application over the persistent data connection comprises:
• transmitting one or more deep links of user interface (UI) screens associated with the software application to cause the UI screens to open on a display of the user device;
• and
• receiving data provided by the user on the UI screens of the software application;
• setup the persistent data connection with the user device of the user at least partially in response to determining that the intent of the user is configured for the assisted interaction;
• and
• conduct the assisted interaction with the user device by exchanging messages with the user device via the IVR processor over the telephone connection and with the software application installed on the user device over the data connection, wherein conducting the assisted interaction comprises:
• receiving one or more input messages from the user device over the telephone connection, the data connection or a combination thereof;
• determining, based on the one or more input messages, a first response message to be transmitted to the user device over the telephone connection and a second response message to be transmitted to the user device over the data connection;
• and
• transmitting the first response message to the user device over the telephone connection in conjunction with the second response message to the user device over the data connection.