Short message service (SMS) response and interpretation application

• US 8,817,968 B1
• Filed: 09/25/2013
• Issued: 08/26/2014
• Est. Priority Date: 09/25/2013
• Status: Active Grant

• Current Assignee: West Technology Group LLC (West Corporation)
• Original Assignee: West Corporation
• Inventors: Boutcher, James K., Gopalakrishnan, Geetha
• Primary Examiner(s): NGUYEN, QUYNH H
• Application Number:
  US14/036,914
• Time in Patent Office: 335 Days
• Field of Search: 379/265.09, 379/265.01, 379/265.02, 379/266.01, 379/309
• US Class Current: 379/265.09
• CPC Class Codes: H04L 51/02 using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
• CPC Class Codes: H04M 3/42382 Text-based messaging services in telephone networks such as PSTN/ISDN, e.g. User-to-User Signalling or Short Message Service for fixed networks
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends
• CPC Class Codes: H04M 3/5183 Call or contact centers with computer-telephony arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/523 with call distribution or queueing
• CPC Class Codes: H04W 4/14 Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]

Abstract

A message processing application may receive at least one inquiry message from a user device in the form or a text message, email or other communication message format. The message may be received and processed to identify the content of the inquiry message to determine whether the inquiry message should be transferred to a live agent or whether the inquiry message should be responded to with an automated response stored in a database.

Claims

1. A method comprising:

receiving at least one inquiry message from a user device;

processing content of the inquiry message to determine whether the inquiry message is satisfied via at least one automated response message stored in an automated response library;

identifying a plurality of terms in the inquiry message which are related to at least one term in the automated response library;

generating a plurality of encouraging response messages each comprising questions inquiring about additional information for each of the identified plurality of terms in the inquiry message;

prioritizing the plurality of encouraging response messages; and

transmitting the plurality of encouraging response messages in an order identified by the priority;

when the inquiry message cannot be satisfied from any of the messages in the automated response library;

transmitting the inquiry message to a live agent communication device;

receiving at least one response selection from the live agent communication device; and

transmitting an automated response to the user device based on the at least one response selection.

2. The method of claim 1, wherein the at least one inquiry message is a short message service (SMS) message comprising a plurality of words.

3. The method of claim 1, further comprising:

prior to transmitting the inquiry message to the live agent communication device, generating an encouraging response seeking additional information from the user device.

4. The method of claim 3, wherein the encouraging response comprises at least one term from the inquiry message and a question phrase inquiring for additional information regarding the at least one term.

5. The method of claim 4, further comprising:

receiving an additional inquiry message from the user device responsive to the encouraging response to the inquiry message;

processing content of the additional inquiry message to determine whether the additional inquiry message is satisfied via at least one automated response message stored in the automated response library;

determining the additional inquiry message cannot be satisfied from any of the messages in the automated response library;

transmitting the additional inquiry message along with the inquiry message to the live agent communication device; and

receiving the at least one response selection from the live agent communication device.

13. The non-transitory computer readable storage medium of claim 1, wherein the processor is further configured to perform:

prior to transmitting the inquiry message to the live agent communication device, generating an encouraging response seeking additional information from the user device.

14. The non-transitory computer readable storage medium of claim 13, wherein the encouraging response comprises at least one term from the inquiry message and a question phrase inquiring for additional information regarding the at least one term.

15. The non-transitory computer readable storage medium of claim 14, wherein the processor is further configured to perform:

receiving an additional inquiry message from the user device responsive to the encouraging response to inquiry message;

processing content of the additional inquiry message to determine whether the additional inquiry message is satisfied via at least one automated response message stored in the automated response library;

determining the additional inquiry message cannot be satisfied from any of the messages in the automated response library;

transmitting the additional inquiry message along with the inquiry message to the live agent communication device; and

receiving the at least one response selection from the live agent communication device.

6. An apparatus comprising:

a receiver configured to receive at least one inquiry message from a user device; and

a processor configured to

process content of the inquiry message to determine whether the inquiry message is satisfied via at least one automated response message stored in an automated response library,

identify a plurality of terms in the inquiry message which are related to at least one term in the automated response library;

generate a plurality of encouraging response messages each comprising questions inquiring about additional information for each of the identified plurality of terms in the inquiry message;

prioritize the plurality of encouraging response messages; and

a transmitter configured to transmit the plurality of encouraging response messages in an order identified by the priority;

when the inquiry message cannot be satisfied from any of the messages in the automated response library;

the transmitter configured to transmit the inquiry message to a live agent communication device, and wherein the receiver is further configured to receive at least one response selection from the live agent communication device, and the transmitter is also configured to transmit an automated response to the user device based on the at least one response selection.

7. The apparatus of claim 6, wherein the at least one inquiry message is a short message service (SMS) message comprising a plurality of words.

8. The apparatus of claim 6, wherein prior to the transmitter transmitting the inquiry message to the live agent communication device, the processor generates an encouraging response seeking additional information from the user device.

9. The apparatus of claim 8, wherein the encouraging response comprises at least one term from the inquiry message and a question phrase inquiring for additional information regarding the at least one term.

10. The apparatus of claim 9, wherein the receiver is further configured to receive an additional inquiry message from the user device responsive to the encouraging response to inquiry message, and the processor is configured to process content of the additional inquiry message to determine whether the additional inquiry message is satisfied via at least one automated response message stored in the automated response library, and determine the additional inquiry message cannot be satisfied from any of the messages in the automated response library, and the transmitter is further configured to transmit the additional inquiry message along with the inquiry message to the live agent communication device, and the receiver is configured to receive the at least one response selection from the live agent communication device.

11. A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform:

receiving at least one inquiry message from a user device;

processing content of the inquiry message to determine whether the inquiry message is satisfied via at least one automated response message stored in an automated response library;

identifying a plurality of terms in the inquiry message which are related to at least one term in the automated response library;

generating a plurality of encouraging response messages each comprising questions inquiring about additional information for each of the identified plurality of terms in the inquiry message;

prioritizing the plurality of encouraging response messages; and

transmitting the plurality of encouraging response messages in an order identified by the priority;

when the inquiry message cannot be satisfied from any of the messages in the automated response library;

transmitting the inquiry message to a live agent communication device;

receiving at least one response selection from the live agent communication device; and

transmitting an automated response to the user device based on the at least one response selection.

12. The non-transitory computer readable storage medium of claim 11, wherein the at least one inquiry message is a short message service (SMS) message comprising a plurality of words.