Ai based hold messaging

A server computer system comprising:

• memory;
• and
• one or more processors coupled to the memory and configured to perform operations comprising:
• facilitating, by the server computer system, a two-way voice communication session between an agent device and a user computing device;
• receiving a hold indication associated with a hold status for the two-way voice communication session;
• executing a hold bot;
• communicating a hold bot functionality message associated with the hold during the hold status as part of the two-way voice communication session, wherein when the hold bot functionality message is received by the user computer device, the user computing device generates a voice message;
• receiving the voice message during the hold status;
• processing the voice message using a voice-to-text system of the hold bot to generate a voice-to-text message;
• and
• transmitting the voice-to-text message, wherein when two-way voice communication is in the hold status, the agent device receives the voice-to-text message.

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

• facilitating, by a server computer, a two-way voice communication session between an agent device and a user computing device;
• receiving a hold indication associated with a hold status for the two-way voice communication session;
• executing a hold bot;
• communicating a hold bot functionality message associated with the hold during the hold status as part of the two-way voice communication session, wherein when the hold bot functionality message is received by the user computer device, the user computing device generates a voice message;
• receiving the voice message during the hold status;
• processing the voice message using a voice-to-text system of the hold bot to generate a voice-to-text message;
• and
• transmitting the voice-to-text message, wherein when two-way voice communication is in the hold status, the agent device receives the voice-to-text message.