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.

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 third-party service may be used to assist entities in responding to requests of users. A third-party service may receive, directly or indirectly, a request of a first user for assistance from a first entity. The third-party service may request information about the first user by sending a request to a computer of the first entity. The third-party service may use the request of the first user and the information about the first user to automatically generate a response to the request of the first user. The third-party service may then transmit, directly or indirectly, the response to the first user.

A third-party company may assist other companies in providing customer support to their customers. The third-party company may provide software to a computer of a customer service representative to present a user interface to assist the customer service representative in responding to customer requests. Third-party company may also send update data to the computer of the customer service representative to cause a portion of the user interface to be updated, where the update data is determined using an intent of a message received from a customer. A message received from the customer may be processed to determine the intent of the message, a template may be obtained using the intent, and the update data may be generated by rendering the selected template. The update data may then be transmitted to the computer of the customer service representative to cause a portion of the user interface to be updated.

A method for a communication platform includes receiving configuration data associated with an account, the configuration data identifying a plurality of communication endpoints of a plurality of users to receive messages of the entity. The method also includes receiving a request associated with the account of the entity to transmit one or more messages of the entity to a set of communication endpoints of the plurality of communication endpoints, and identifying, based on the request, one or more orchestration rules of the plurality of orchestration rules. The method further includes determining, based on the configuration data associated with the account of the entity and the one or more orchestration rules, parameters for delivering the one or more messages to the set of communication endpoints, and transmitting the one or more messages to communication endpoints in the set of communication endpoints according to the determined parameters.

A telephone call is elevated to a virtual meeting while maintaining the telephone call as an audio channel of the virtual meeting for an audio-only caller. During a telephone call, one of the participants of the telephone call requests to switch the telephone call to a virtual meeting. To enable an audio-only caller participating in the telephone call to switch to the virtual meeting, a message is transmitted to the phone device of the audio-only caller. Responsive to an interaction with the message at the phone device, the phone device is connected to the virtual meeting in which the telephone call is maintained as the audio channel at least for the audio-only caller. The specific form and content of the message is based on whether a client application associated with a web service used to implement the virtual meeting is installed on the phone device.

This application sets forth techniques for managing phone number-based user accounts. According to some embodiments, a server computing device can be configured to carry out the steps of (1) receiving, from a first client computing device, a request to create a user account based on a phone number, (2) in response to authenticating that the first client computing device is associated with the phone number: creating the user account based on the phone number, creating a hidden contact address based on the phone number, and assigning the hidden contact address to the user account, and (3) in response to receiving a notification that a second client computing device is associated with the phone number: requiring the user account to be updated to be based on a different phone number, or assigning, to the user account, a visible contact address based on the phone number.

A system may receive an indication that a user is accessing an ATM, receive, from the ATM, average session duration data over a predetermined period, generate, using a machine learning model, a busyness score for the ATM based on the average session duration data over the predetermined period, and determine whether the busyness score for the ATM exceeds a busyness score threshold. When the busyness score for the ATM does not exceed the busyness score threshold, the system may cause the ATM to present, via a first graphical user interface, a default ATM experience. When the busyness score for the ATM exceeds the busyness score threshold, the system may cause the ATM to present via, a second graphical user interface, a busy ATM experience.

A system and method for delivering promotional rewards to a customer mobile device comprising a promotional reward wheel, a media server, and messaging application operating on the customer's mobile device. A customer interacts with the promotional reward wheel and the system captures that interaction and responsive to the promotional reward that was won by the interaction, generates a message on the customer's mobile device with a means to claim the reward by sending the generated message to the appropriate message endpoint.

Provided are a call deflection and response system and method, wherein a voice call from a caller device is received, a skill group is determined to resolve an issue associated with the call, and a text response to the issue is sent to the caller device, providing a context-based personalized response. A caller leaves a detailed voicemail explaining an issue needing resolution, which is electronically transcribed and then run through a classifier to determine concepts and intents associated with the call. Based on the concepts and intents, responsibility for the call and associated files are transferred to a particular skill group on a chat platform for resolution. A chat entity from the appropriate skill group determines and provides an issue response via text message to the caller device, e.g., to the caller's mobile phone.