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User input drivent short message service (SMS) applications

  • US 9,247,066 B1
  • Filed: 08/22/2013
  • Issued: 01/26/2016
  • Est. Priority Date: 08/22/2013
  • Status: Active Grant
First Claim
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1. A method comprising:

  • receiving at least one inquiry message from a user device;

    parsing a plurality of words from the inquiry message;

    processing content of the inquiry message to determine whether the inquiry message should be transferred to a live agent queue or whether the inquiry message should be responded to with an automated response stored in a database;

    identifying a purpose of the inquiry message from at least one of the plurality of words and determining to perform an agent forwarding action based on at least one other of the plurality of words;

    identifying the inquiry message cannot be satisfied by an automated response by determining the content of the inquiry message cannot be paired with any words associated with at least one automated response, stored in the database; and

    transmitting the inquiry message to the live agent queue when the automated response does not satisfy the inquiry message.

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