System and method for implementing SMS texting as a customer service channel

• US 9,819,796 B1
• Filed: 08/04/2016
• Issued: 11/14/2017
• Est. Priority Date: 08/04/2016
• Status: Active Grant

• Current Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Original Assignee: JP Morgan Chase Bank, N.A. (JP Morgan Chase & Co)
• Inventors: Geller, Michael, Hogrogian, Richard H.
• Primary Examiner(s): Mitchell, Nathan
• Application Number:
  US15/228,266
• Time in Patent Office: 467 Days
• CPC Class Codes: H04L 51/046 Interoperability with other network applications or services
• CPC Class Codes: H04L 51/214 using selective forwarding
• CPC Class Codes: H04L 51/52 for supporting social networking services
• CPC Class Codes: H04L 51/58 Message adaptation for wireless communication
• 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 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 7/0048 where the text-based messaging service is a Short Message Service
• CPC Class Codes: H04W 4/14 Short messaging services, e.g. short message services [SMS] or unstructured supplementary service data [USSD]
• CPC Class Codes: H04W 4/21 for social networking applications
• CPC Class Codes: H05K 999/99 dummy group

Abstract

Embodiments of the invention are directed to the integration of SMS texting into a social media platform for providing customer service support. A method of the invention includes maintaining a registration of a handler system with a text hub, wherein the text hub intercepts text messages forwarded through a mobile carrier to the dedicated customer service landline. The method further includes receiving at the registered handler system a text message directed to the dedicated landline. The method further includes calling a routing engine for forwarding the text message to a customer service platform and receiving a response to the text message formulated at the customer service platform at the processor. The method further includes transmitting the response from the processor in the form of a text message to the text hub for delivery by the mobile carrier to the mobile device.

Claims

1. A method for providing a customer service channel responsive to text messages forwarded from a mobile device to a dedicated customer service landline, the method comprising:

maintaining a registration of a handler system with a text hub, wherein the text hub intercepts text messages forwarded through a mobile carrier to the dedicated customer service landline;

receiving at the registered handler system a text message directed to the dedicated landline;

processing the text message through a social media computing platform communicatively connected with the registered handler system, the processing including,

receiving the text message at the social media computing platform,

using a subject inference component to determine a subject of the text message,

determining a risk level associated with a service requested by the text message;

providing authentication through the text channel when the risk level is below a pre-selected threshold;

calling a routing engine for forwarding the text message to a customer service platform based on the subject of the text message,

receiving a response to the text message formulated at the customer service platform at the social media computing platform, and

transmitting the response from the social media platform in the form of a text message to the text hub for delivery by the mobile carrier to the mobile device.

2. The method of claim 1, further comprising transitioning the customer to a different channel for authentication when the risk level exceeds a pre-selected threshold.

3. The method of claim 2, further comprising transitioning the customer to the different channel by forwarding a text message containing a link for downloading a mobile application.

4. The method of claim 2, further comprising transitioning the customer to the different channel by forwarding the text message to an interactive voice response unit for making voice contact with the customer.

5. The method of claim 1, further comprising determining whether the text message has a request identifier.

6. The method of claim 5, further comprising assigning a request identifier when the text message does not have a request identifier.

7. The method of claim 6, further comprising linking received text messages into a chain when the text messages have a matching request identifier.

8. A system for providing a customer service channel responsive to text messages forwarded from a mobile device to a dedicated customer service landline, the system comprising:

a handler system registered with a text hub, wherein the text hub intercepts text messages forwarded through a mobile carrier to the dedicated customer service landline, and the registered handler system receives the text message from the text hub;

a social media computing platform communicatively connected with the registered handler system for processing the text message, the social media computing platform including,

a request processor receiving the text message at the social media computing platform,

a subject inference component determining a subject of the text message,

a risk lookup engine determining a risk level associated with a service requested by the text message, wherein the social media computing platform provides authentication through the text channel when the risk level is below a pre-selected threshold, and

a routing engine for forwarding the text message to a customer service platform based on the subject of the text message,

wherein the request processor receives a response to the text message formulated at the customer service platform and transmits the response from the social media platform in the form of a text message to the text hub for delivery by the mobile carrier to the mobile device.

9. The system of claim 8, wherein the social media computing platform transitions the customer to a different channel for authentication when the risk level exceeds a pre-selected threshold.

10. The system of claim 9, wherein the social media computing platform transitions the customer to the different channel by forwarding a text message containing a link for downloading a mobile application.

11. The system of claim 9, wherein the social media computing platform transitions the customer to the different channel by forwarding the text message to an interactive voice response unit for making voice contact with the customer.

12. The system of claim 8, wherein the request processor determines whether the text message has a request identifier.

13. The system of claim 12, wherein the request processor assigns a request identifier when the text message does not have a request identifier.

14. The system of claim 13, wherein the request processor links the received text messages into a chain when the text messages have a matching request identifier.

15. A non-transitory computer readable medium storing code, wherein the code is executed by a processor to perform steps including:

maintaining a registration of a handler system with a text hub, wherein the text hub intercepts text messages forwarded through a mobile carrier to the dedicated customer service landline;

receiving at the registered handler system a text message directed to the dedicated landline;

using a subject inference component to determine a subject of the text message,

determining a risk level associated with a service requested by the text message,

providing authentication through the text channel when the risk level is below a pre-selected threshold,

calling a routing engine for forwarding the text message to a customer service platform based on the subject of the text message,

receiving a response to the text message formulated at the customer service platform at the processor, and

transmitting the response from the processor in the form of a text message to the text hub for delivery by the mobile carrier to the mobile device.