A chat-based persistent messaging platform that can seamlessly convert messages from different modalities (e.g., email clients and text message clients) into persistent messages and vice versa is described herein. The platform can include a parsing processor to convert messages into standard format data. A message classifier can process the standard format data into different subcomponents. These subcomponents can be translated into persistent messaging content via one or more content processing engines. The persistent messaging content can be converted into a persistent message via the parsing processor. The message classifier can also add messages into a persistent thread so that message history between two or more users can be maintained in perpetuity.

A computer-implemented machine learning method for improving a collaboration environment is provided. The method comprises receiving text data for one or more users of the collaboration environment. The method further comprises generating a statement by partitioning the text data. The method further comprises determining an act using the statement and generating a thread using at least the statement and the act. The method further comprises generating an actor list using at least the thread, and generating an actionable item using the actor list and the thread.

A system and method for omnichannel text-based routing and customer-to-enterprise communications. The system comprises an interaction control system, an interaction routing system, and a media translation system. The system takes in requests from customers to text, email, or chat with a businessperson and facilitates the interaction by routing, masking, and converting where necessary. The routing is selected from a list of various algorithms and methods to determine the best businessperson to route the customer to. Masking by the system holds anonymity between the customer and businessperson, while conversion happens when the customer and businessperson are using two different communication vehicles such as from text messaging to email.

The present embodiments relate to identifying a user on an external platform as a client of an entity and managing interactions with the user. An input provided by the user on an external platform can be parsed to derive user-specific social media data for the user. The user-specific social media data can be compared with client information maintained in a client database and a harvested social media database to identify the user as a client. A verification message can be sent to the user via a messaging application of the external platform to receive semi-private client data and verify the identity of the user. A response can be generated for the user based on client information. The response to the user can include a link to a secure messaging application to enable secure data communication between the user and the client.

The present embodiments relate to identifying a user on an external platform as a client of an entity and managing interactions with the user. An input provided by the user on an external platform can be parsed to derive user-specific social media data for the user. The user-specific social media data can be compared with client information maintained in a client database and a harvested social media database to identify the user as a client. A verification message can be sent to the user via a messaging application of the external platform to receive semi-private client data and verify the identity of the user. A response can be generated for the user based on client information. The response to the user can include a link to a secure messaging application to enable secure data communication between the user and the client.

A method may include receiving a message having lead information, initiating a conversation with a prospect identified in the lead information, and sending a modified version of the message to a CRM system, wherein the modified version of the message includes information about the conversation. The information about the conversation may include a hyperlink to the conversation in a messaging platform. The method may further include assigning the prospect identified in the lead information to a representative. The modified version of the message may identify the representative. The representative may be identified by sender information in the modified message. The conversation may include a message to the prospect identified in the lead information. The message to the prospect may be automatically personalized to the prospect. The message having lead information may be intercepted between a lead source and a CRM system.

A system includes a first computing device client associated with a first user in a community of users operable to send content to publish to a data aggregation server. The data aggregation server is operable to receive the content to publish from the first computing device client, host a first user profile associated with the first user of the first computing device client, the first user profile identifying a targeted recipient in the community of users, and disseminate automatically the content received from the first computing device client to a second computing device client associated with the targeted recipient, without receiving input from the first computing device client explicitly specifying the targeted recipient to whom the content is disseminated.

A system includes a first computing device client associated with a first user in a community of users operable to send content to publish to a data aggregation server. The data aggregation server is operable to receive the content to publish from the first computing device client, host a first user profile associated with the first user of the first computing device client, the first user profile identifying a targeted recipient in the community of users, and disseminate automatically the content received from the first computing device client to a second computing device client associated with the targeted recipient, without receiving input from the first computing device client explicitly specifying the targeted recipient to whom the content is disseminated.

Conversion of communications from a first device over a first communication channel to a second communication channel that is utilized by a second communication device such that an enterprise employee can interface with and communication with a customer using the customer's preferred channel or application for communication.

Conversion of communications from a first device over a first communication channel to a second communication channel that is utilized by a second communication device such that an enterprise employee can interface with and communication with a customer using the customer's preferred channel or application for communication.