User input drivent short message service (SMS) applications
First Claim
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.
7 Assignments
0 Petitions
Accused Products
Abstract
A message processing application may be configured to 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 queue or whether the inquiry message should be responded to with an automated response stored in a database. In the case of the automated message failing to address the user'"'"'s inquiry or if the automated responses do not appear to be relevant based on the comparison of the message content to automated response content then transmitting the inquiry message to the live agent queue.
63 Citations
20 Claims
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1. A method comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7)
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8. An apparatus comprising:
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a receiver configured to receive at least one inquiry message from a user device; a processor configured to parse a plurality of words from the inquiry message; process 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; identify a purpose of the inquiry message from at least one of the plurality of words and determine to perform an agent forwarding action based on at least one other of the plurality of words; identify 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 a transmitter configured to transmit the inquiry message to the live agent queue when the automated response does not satisfy the inquiry message. - View Dependent Claims (9, 10, 11, 12, 13, 14)
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15. A non-transitory computer readable storage medium configured to store instructions that when executed cause a processor to perform:
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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 if the automated response does not satisfy the inquiry message. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification