Patent ID: 8855615
Filing Date: 2014-10-07
Classification: H04M,H04W

Abstract:
1. A computer implemented method for using short messaging service for extending customer service delivery channels, the method comprising: receiving a message from a short messaging service device by a short message center, wherein the message utilizes a short messaging service protocol; responsive to receiving the message utilizing the short messaging service protocol, parsing the message into a voice extensible markup language document by the short message center; responsive to parsing the message into the voice extensible markup language document, creating a virtual service request from the voice extensible markup language document by the short message center, wherein the virtual service request is used to navigate an interactive voice response of a message recipient; responsive to creating the virtual service request from the voice extensible markup language document, navigating the interactive voice response to request a service from the message recipient, wherein the navigating is facilitated by using the virtual service request; and responsive to navigating the interactive voice response to request a service from the message recipient, providing a non-textual response to the short messaging service device by the message recipient, wherein the non-textual response is a telephone service call from an operator or customer service representative of the message recipient.