CPC H04M 3/5183 (2013.01) [H04L 51/02 (2013.01); H04M 3/5166 (2013.01); H04M 3/5233 (2013.01); H04M 2201/40 (2013.01); H04M 2201/41 (2013.01); H04M 2201/60 (2013.01); H04M 2203/6045 (2013.01); H04M 2203/6054 (2013.01)] | 20 Claims |
1. A method of context-based caller deflection from audio call to messaging, comprising:
receiving an audio call from a caller device at an automated call system, the automated call system comprises an interactive voice response (IVR) system;
obtaining call information comprising a caller identity and call context during the audio call between the caller device and the automated call system;
terminating the audio call; and
upon terminating the audio call:
determining a skill group from a plurality of skill groups based on the call information;
selecting a specialist from a plurality of specialists within the skill group based on the call context to reply to the caller device with a personalized message via a messaging service;
preparing a preformatted text response template based on the call information;
sending an electronic folder to a chat platform for the specialist to finalize and send a first text message, wherein the electronic folder comprises transcribed text from the audio call, the preformatted text response template, the caller identity, and the call context;
transmitting the first text message to the caller device via the messaging service;
updating the chat platform to include the first text message in response to transmission of the first text message;
receiving a second text message from the caller device via the messaging service; and
updating the chat platform to include the second text message in response to receipt of the second text message.
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