Patent ID: 9584990
Date: 2017-02-28
CPC Classifications: H04L,H04M,H04W

Claim:
1. A method, comprising: processing content of an inquiry message to determine whether the inquiry message is satisfied via at least one automated response message stored in an automated response library, wherein the inquiry message is a short message service (SMS) comprising words and is associated with an SMS platform which integrates with an aggregator carrier, a message router and an automated application that interfaces with both the message router and a human assistant; identifying multiple automated response strategies based on multiple automated responses, confirmed by individual encouraging messages that seek additional information pertaining to terms within the inquiry message; establishing a priority order of processing of the inquiry message based on the multiple automated response strategies; determining the inquiry message cannot be satisfied from any of the messages in the automated response library; transmitting the inquiry message to a live agent communication device; and receiving at a user device at least one response selection from the live agent communication device.