Patent ID: 8442563

Claim:
A method of automated text-based messaging interaction using natural language understanding technologies between a user and a self-service application platform, the method comprising the steps of: receiving, by the self-service application platform, a text-based message from the user, the self-service application platform interfacing the user to a contact center, the text based message being addressed to the contact center; interpreting characters of the text-based message, by the self-service application platform, to determine words associated with the characters contained in the text-based message; using natural language understanding, by the self-service application platform, to determine an understanding of a content of the text-based message from the words; selecting, by the self-service application platform, one or more grammars based on the understanding to formulate a text-based response message; and transmitting the text-based response message to the user, the text-based response message being addressed to the user; wherein the self-service application platform is a text-based VoiceXML (eXtensible Markup Language) self-service application platform; and wherein the step of using natural language understanding comprises the step of parsing normal speech-based text patterns contained within the text-based message to discern information contained in the text-based message without requiring the text-based message to conform with a format specific to the text-based VoiceXML self-service application platform.