User input driven short message service (SMS) applications
AssigneeWest Corporation
InventorsKellan Stec, Geetha Gopalakrishnan, James K. Boutcher
Life of this patent
Estimating the term…
Abstract
At least one inquiry message is received from a user device in the form or a text message, email or other communication message format. The message may be received and processed to identify the content of the inquiry message to determine whether the inquiry message should be transferred to a live agent queue or whether the inquiry message should be responded to with an automated response stored in a database. In the case of the automated message failing to address the user's inquiry or if the automated responses do not appear to be relevant based on the comparison of the message content to automated response content then transmitting the inquiry message to the live agent queue.
Claims20
A method, comprising:
- identifying a purpose of an inquiry message from at least one of a plurality of words;
- identifying the inquiry message cannot be satisfied by an automated response by determining the inquiry message cannot be paired with any words associated with the automated response;
- and
- transmitting the inquiry message to a live agent queue when the automated response does not satisfy the inquiry message.
An apparatus, comprising:
- a processor configured to:
- identify a purpose of an inquiry message from at least one of a plurality of words;
- identify the inquiry message cannot be satisfied by an automated response by determining the inquiry message cannot be paired with any words associated with the automated response;
- and
- transmit the inquiry message to a live agent queue when the automated response does not satisfy the inquiry message.
A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform:
- identifying a purpose of an inquiry message from at least one of a plurality of words;
- identifying the inquiry message cannot be satisfied by an automated response by determining the inquiry message cannot be paired with any words associated with the automated response;
- and
- transmitting the inquiry message to a live agent queue when the automated response does not satisfy the inquiry message.
Dependencies are inferred from the claim text.