System and method for analyzing messages and initiating communication sessions
First Claim
1. A computer-implemented method comprising:
- accessing availability status data associated with an agent, wherein the availability status data indicates an availability status of the agent to participate in a communication session;
determining that the agent is currently available for the communication session, wherein the determination is based on the availability status data;
facilitating the communication session between the agent and a device associated with a telephone number, wherein when the telephone number is associated with a mobile device, a notice including a link and an interactive text message is transmitted as a part of the communication session.
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Accused Products
Abstract
Systems and methods are described herein for analyzing messages and other information provided in relation to a web communication, a mobile application communication session, a phone communication, or another type of communication. For example, a system and method are provided for initiating a text message communication session between an agent and a user. A two-way communication session may be facilitated between the user and the agent. A mobile telephone number disclosed by the user during the two-way communication session may be detected, and a text message communication session between the user and the agent may be initiated if a mobile telephone number was detected. Availability status associated with a provider of items or services may also be analyzed to determine an agent for communicating with the user.
41 Citations
18 Claims
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1. A computer-implemented method comprising:
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accessing availability status data associated with an agent, wherein the availability status data indicates an availability status of the agent to participate in a communication session; determining that the agent is currently available for the communication session, wherein the determination is based on the availability status data; facilitating the communication session between the agent and a device associated with a telephone number, wherein when the telephone number is associated with a mobile device, a notice including a link and an interactive text message is transmitted as a part of the communication session. - View Dependent Claims (2, 3, 4, 5, 6)
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7. A system comprising:
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a processor; and a non-transitory computer-readable storage medium containing instructions which when executed on the processor, cause the processor to perform operations including; accessing availability status data associated with an agent, wherein the availability status data indicates an availability status of the agent to participate in a communication session; determining that the agent is currently available for the communication session, wherein the determination is based on the availability status data; facilitating the communication session between the agent and a device associated with a telephone number, wherein when the telephone number is associated with a mobile device, a notice including a link and an interactive text message is transmitted as a part of the communication session. - View Dependent Claims (8, 9, 10, 11, 12)
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13. A computer-program product tangibly embodied in a non-transitory machine-readable storage medium, including instructions configured to cause a data processing apparatus to perform operations including:
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accessing availability status data associated with an agent, wherein the availability status data indicates an availability status of the agent to participate in a communication session; determining that the agent is currently available for the communication session, wherein the determination is based on the availability status data; facilitating the communication session between the agent and a device associated with a telephone number, wherein when the telephone number is associated with a mobile device, a notice including a link and an interactive text message is transmitted as a part of the communication session. - View Dependent Claims (14, 15, 16, 17, 18)
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Specification