Automated Follow-Up Communications To Unsuccessful Communication Attempts

摘要

In some embodiments, a system facilitates receipt of a request from a user via a graphical user interface on a user device for a service agent to initiate a communication to the user using a first communication type. In response to receiving the request from the user, the system initiates a first communication attempt to the user using the first communication type. The system determines that the first communication attempt using the first communication type is not successful. The system accesses the rules for communicating with the user. In response to determining that the first communication attempt using the first communication type did not reach the first user, the system initiates a second communication attempt using a second communication type according to the rules for communicating with the user.

主权项

1. A system, comprising:
a memory comprising rules for communicating with a user; and a processor communicatively coupled to the memory and operable to:
facilitate receipt of a request from a user via a graphical user interface on a user device for a service agent to initiate a communication to the user using a first communication type, wherein the request comprises a click-to-call request and the first communication type is a phone call;in response to receiving the request from the user, initiate a first communication attempt associated to the user using the first communication type;determine that the first communication attempt associated using the first communication type is not successful;access the rules for communicating with the user;determine schedule information associated with the user according to the rules for communicating with the user;determine geographic data associated with the user according to the rules for communicating with the user;create a message requesting an appointment with the user according to the schedule information associated with the user and the geographic data associated with the user; andin response to determining that the first communication attempt using the first communication type did not reach the first user, initiate a second communication attempt using a second communication type including the message requesting the appointment, wherein the second communication type is distinct from the first communication type and comprises a chat session initiated proactively via the graphical user interface.