User input driven short message service (SMS) applications

摘要

At least one inquiry message is received 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.

主权项

1. A method, comprising:
parsing a plurality of words from an 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 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.