A system for transitioning a telephony or in-person servicing to an artificial intelligence (AI) chat session. The system may receive a phone call from a user device associated with a user, and transmit a voice request for personally identifiable information associated with the user. The system may also receive and authenticate the requested personally identifiable information and, in response, generate an authentication token. The system may further receive a servicing intent from the user device, and generate a corresponding servicing intent token. Also, the system may generate an API call to an AI chatbot model, transmit the authentication token and the servicing intent token to the AI chatbot model, and map the servicing intent token to a stored servicing intent. Finally, the system may transmit a message to the user device via the AI chat session.

A method includes receiving a first request associated with a first user account and comprising content of a first message and a first plurality of destination endpoints, and a second request associated with a second user account and comprising content of a second message and a second plurality of destination endpoints to receive the second message, generating a first list of routing options for delivering the first message to the first plurality of destination endpoints, and a second list of routing options for delivering the second message to the second plurality of destination endpoints, generating, based on the first list of routing options, one or more versions of the first message for delivery to the first plurality of endpoints, and generating, based on the second list of routing options, one or more versions of the second message for delivery to the second plurality of endpoints. The method further includes causing the one or more versions of the first message to be transmitted to the first plurality of destination endpoints, and the one or more versions of the second message to be transmitted to the second plurality of destination endpoints, and providing first access rate statistics collected by tracking access to the one or more versions of the first message by the first plurality of destination endpoints, and second access rate statistics collected by tracking access to the one or more versions of the second message by the second plurality of destination endpoints.

A system and method that includes receiving a messaging request that includes communication intent parameters and a set of communication destinations, wherein the messaging request is authenticated as a request of a first account; dynamically transforming messages according to individual communication destinations, wherein for the set of communication destinations: selecting a communication mode according to communication intent parameters, transforming content of the messaging request, and transmitting transformed content to a destination endpoint in the selected communication mode.

The present invention relates to a text messaging application which allows for highly stylized and personalized messages to be sent between users of the application. When installed on a user device, the application becomes the default application for receiving text messages. Incoming text messages are processed by the text application, and text messages of a standard format are sent to a standard text messaging application, which is then initiated to display standardized text. When messages are received from a communications device having the inventive application installed, the stylized font and image data are displayed as intended on any phone having the inventive application installed using a GUI driven menu, the menu providing a text box within which the text message is displayed, as well as commands for manipulating fonts and other image data.

A communication management system manages the exchange of messages between devices using different communication networks and/or protocols. A sender device may transmit a message (e.g., a short message service “SMS” message) to a destination associated with a traditional “landline” phone number. The message may be delivered over a traditional landline phone network. The communication management system can receive the message via the phone network, process the message, and provide the message to one or more electronic devices over a packet switched network, such as a local area network or the Internet. The electronic devices may use chat-based application software to process and display the message, provide robust message handline functionality, and facilitate responses to the message.

A method and system facilitate scheduling of a response to a text directed to a landline by maintaining a registration of a handler system with a text hub, wherein the text hub intercepts text messages forwarded through a mobile carrier to multiple dedicated landlines. A message router of the registered handler system identifies the destination landline and routes the text message to a call center server system based on the identified destination landline. The method additionally includes processing the text message at the call center server utilizing a text processor. The text processor identifies a text sender, schedules a follow-up communication at a follow-up time, and queues the text message and scheduled follow-up.

A dialing list comprising call records can be processed by a call handling component(s) in a contact center in various dialing modes. A call record may be processed to originate a voice call, where the agent manually dials the call as a voice telephone call. In another embodiment, one or more call records can be processed to originate a SMS text call or group text call, where the agent also determines when the call(s) originates. The agent is presented with a graphical user interface tailored to the dialing mode. The dialing mode used may be defined by the dialing list the call record is retrieved from, information from within the call record itself, application of a rule, or input from the agent. The dialing mode may be altered under certain conditions. When the call is originated, various compliance oriented tests, including calling windows and call attempts, are performed.

A system for transitioning a telephony or in-person servicing to an artificial intelligence (AI) chat session is disclosed. The system may receive a phone call from a user device associated with a user, and transmit a voice request for personally identifiable information associated with the user. The system may also receive and authenticate the requested personally identifiable information and, in response, generate an authentication token. The system may further receive a servicing intent from the user device, and generate a corresponding servicing intent token. Also, the system may generate an API call to an AI chatbot model, transmit the authentication token and the servicing intent token to the AI chatbot model, and map the servicing intent token to a stored servicing intent. Finally, the system may transmit a message to the user device via the AI chat session.

A system and method for assisting with interactions between agents and customers using an artificially intelligent assistant is disclosed. The artificially intelligent assistant monitors interactions between agents and customers and identifies assistive actions to be taken that increase efficiency of the interaction as well as customer satisfaction. The artificially intelligent agent can also identify new communication modes appropriate for assistive actions, allowing agents to seamlessly communicate with customers over a wide range of different communication modes, such as phone calls, texts, emails and other messaging applications.

A network device (e.g., a user's mobile phone) may be used to make a telephone call to a landline telephone associated with a client device (e.g., a business's device). If the telephone call is terminated, either the network device or the client device may generate a text message to the other and establish a communication session. The client device may present a variety of options to the network device of service requests that may be completed by text message. The network device may transmit the service request and the service request may be fulfilled by the client.