Caller deflection and response system and method

Abstract

Provided are a call deflection and response system and method, wherein a voice call from a caller device is received, a skill group is determined to resolve an issue associated with the call, and a text response to the issue is sent to the caller device, providing a context-based personalized response. A caller leaves a detailed voicemail explaining an issue needing resolution, which is electronically transcribed and then run through a classifier to determine concepts and intents associated with the call. Based on the concepts and intents, responsibility for the call and associated files are transferred to a particular skill group on a chat platform for resolution. A chat entity from the appropriate skill group determines and provides an issue response via text message to the caller device, e.g., to the caller's mobile phone.

1 . A method, carried out by a plurality of processors accessing one or more computer memory, the method comprising:
 electronically transcribing at least one audio file to form an electronic transcription, the at least one audio file associated with an audio call describing an issue;   processing the electronic transcription to determine concepts and intents of the audio call, the concepts and intents indicating a subject matter of the issue;   determining a skill group from a plurality of skill groups based on the determined concepts and intents, the skill group having a predetermined association with the subject matter; and   electronically forwarding the transcription to a response system including the skill group for determining an issue response.   
     
     
         2 . The method of  claim 1 , further comprising electronically forwarding the at least one audio file and/or a transcription confidence score to the response system. 
     
     
         3 . The method of  claim 1 , further comprising electronically authenticating a caller and/or a caller device associated with the audio call. 
     
     
         4 . The method of  claim 3 , wherein electronically authenticating the caller and/or the caller device includes using voice biometrics authentication processing. 
     
     
         5 . The method of  claim 3 , further comprising:
 electronically accessing stored account information associated with the authenticated caller and/or caller device; and   electronically forwarding the stored account information to the response system.   
     
     
         6 . The method of  claim 1 , further comprising an interactive voice response (IVR) system applying natural language processing and/or conversational artificial intelligence to engage in a dialog during an audio call with a caller device to obtain the at least one audio file. 
     
     
         7 . The method of  claim 6 , further comprising, before determining the issue response:
 the IVR system terminating the audio call; and   a text processor sending an acknowledgment text message to the electronic device.   
     
     
         8 . The method of  claim 1 , wherein transcribing the at least one audio file includes processing the at least one audio file using natural language processing. 
     
     
         9 . The method of  claim 1 , further comprising:
 automatically prepopulating fields in an electronic preformatted response template with data based on the transcription; and   electronically forwarding, the electronic response template to the response system.   
     
     
         10 . The method of  claim 1 , wherein the method further comprises generating a text message and/or a chat message comprising the issue response and transmitting the text message and/or the chat message to an electronic device. 
     
     
         11 . The method of  claim 10 , wherein the text message and/or the chat message is generated based on a populated response template. 
     
     
         12 . The method of  claim 1 , further comprising the response system electronically accessing one or more knowledge bases or systems to determine the issue response. 
     
     
         13 . The method of  claim 1 , further comprising receiving audio content from a mobile device via the audio call, storing the audio content as the at least one audio file, terminating the audio call with the mobile device, and electronically communicating an issue response to the mobile device. 
     
     
         14 . A call processing system, comprising:
 a transcription processor configured to electronically transcribe at least one audio file to form an electronic transcription, the at least one audio file associated with an audio call describing an issue;   a classifier configured to;
 analyze the electronic transcription to determine concepts and intents of the audio call, the concepts and intents indicating a subject matter of the issue; and 
 determine a skill group from a plurality of skill groups based on the determined concepts and intents, the skill group having a predetermined association with the subject matter; and 
   a deflection processor configured to electronically forward the transcription to a response system including the skill group for determination of an issue resolution.   
     
     
         15 . The system of  claim 14 , wherein the deflection processor is further configured to electronically forward the at least one audio file and/or a transcription confidence score to the response system. 
     
     
         16 . The system of  claim 14 , further comprising an authentication processor configured to electronically authenticate a caller and/or a caller device associated with the audio call. 
     
     
         17 . The system of  claim 16 , wherein the authentication processor is configured to electronically authenticate the caller and/or the caller device using voice biometrics authentication processing. 
     
     
         18 . The system of  claim 16 , wherein:
 the authentication processor is configured to electronically access stored account information associated with the authenticated caller and/or caller device; and   the deflection processor is configured to electronically forward the stored account information to the response system,   
     
     
         19 . The system of  claim 14 , further comprising;
 an interactive voice response (IVR) system configured to apply natural language processing and/or conversational artificial intelligence to engage in a dialog with a caller device to obtain the at least one audio file.   
     
     
         20 . The system of  claim 19 , wherein the IVR system is configured to terminate the audio call and the deflection and response system further comprise a text processor configured to send an acknowledgment text message to the electronic device in response to termination of the call. 
     
     
         21 . The system of  claim 14 , wherein the transcription processor is configured to transcribe the at least one audio file includes processing the at least one audio file using natural language processing. 
     
     
         22 . The system of  claim 14 , wherein the system is configured to:
 automatically prepopulate fields in an electronic preformatted response template with data based on the transcription; and   electronically forward the electronic response template to the response system.   
     
     
         23 . The system of  claim 14 , wherein the response system is configured to generate a text message and/or a chat message comprising the issue response and to transmit the text message and/or the chat message to an electronic device. 
     
     
         24 . The system of  claim 23 , wherein the response system is configured to generate the text message and/or the chat message based on a populated response template. 
     
     
         25 . The system of  claim 14 , wherein the response system is configured to electronically access one or more knowledge bases or systems to determine the issue response. 
     
     
         26 . The system of  claim 14 , wherein the system is configured to receive audio content from a mobile device via the audio call, store the audio content as the at least one audio file, terminate the audio call with the mobile device, and electronically communicate an issue response to the mobile device, 
     
     
         27 . The system of  claim 26 , wherein the issue response comprises a text message. 
     
     
         28 . The system of  claim 27 , wherein the text message comprises alphanumeric words, phrases, numbers, icons, graphics, audio, video, hyperlinks, or a combination of two or more thereof. 
     
     
         29 . The method of  claim 13 , wherein the issue response comprises a text message. 
     
     
         30 . The method of  claim 29 , wherein the text message comprises alphanumeric words, phrases, numbers, icons, graphics, audio, video, hyperlinks, or a combination of two or more thereof.