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SYSTEM AND METHOD FOR ANALYZING MESSAGES AND INITIATING COMMUNICATION SESSIONS

  • US 20160198509A1
  • Filed: 11/20/2015
  • Published: 07/07/2016
  • Est. Priority Date: 04/20/2005
  • Status: Active Grant
First Claim
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1. A computer-implemented method, comprising:

  • accessing availability status data associated with a plurality of providers, wherein agents are associated with the plurality of providers, and wherein availability status data includes information indicating an availability status of the agents to participate in a communication session;

    obtaining availability status data associated with a provider from the plurality of providers, wherein one or more agents are associated with the provider, and wherein the availability status data includes information indicating an availability status of the one or more agents to participate in a communication session;

    using the availability status data associated with the provider to determine that an agent associated with the provider is available to participate in the communication session, wherein the agent determined to be available is associated with a device;

    facilitating a two-way communication session between the device associated with the agent and a computing device;

    analyzing one or more messages exchanged during the two-way communication session, wherein analyzing is performed using pattern recognition;

    detecting a telephone number from the one or more messages exchanged during the two-way communication session, wherein the telephone number is detected from the one or more messages using the pattern recognition;

    determining that the telephone number is a mobile telephone number, wherein the mobile telephone number is associated with a mobile device; and

    providing an alert when the telephone number is a mobile telephone number, wherein the alert includes an option to initiate a mobile text message communication session between the device associated with the agent and the mobile device associated with the mobile telephone number.

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