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 callback or a text response to the issue is provided 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 response system for resolution. A response entity from the appropriate skill group determines and provides an issue response via callback or text message to the caller device, e.g., to the caller's mobile phone.

What is claimed is: 
     
         1 . A call processing system, comprising:
 an automated call system configured to:
 receive an audio call from a caller device; and 
 solicit a response from a caller; 
   an exit point router configured to transfer responsibility for the audio call to one or more exit points based on input received from the caller; and   a deflection and response system comprising a text processor, wherein the text processor is configured to send a text message to the caller device.   
     
     
         2 . The system of  claim 1 , wherein one of the one or more exit points comprises the deflection and response system. 
     
     
         3 . The system of  claim 1 , wherein one of the one or more exit points comprises a call center. 
     
     
         4 . The system of  claim 1 , wherein the text processor is further configured to engage in a chat session with the caller. 
     
     
         5 . The system of  claim 4 , wherein the deflection and response system further comprises a callback processor. 
     
     
         6 . The system of  claim 5 , wherein the deflection and response system is configured to terminate the chat session and initiate a callback via the callback processor. 
     
     
         7 . The system of  claim 1 , wherein the text message is an SMS message or an Apple Business Chat message. 
     
     
         8 . The system of  claim 1 , wherein the input received from the caller comprises a keypad response. 
     
     
         9 . The system of  claim 1 , wherein the input received from the caller comprises an audio response. 
     
     
         10 . The system of  claim 1 , wherein the input received from the caller comprises a lack of response. 
     
     
         11 . A call processing method, comprising:
 receiving an audio call from a caller device at an automated call system;   soliciting a response from a caller;   based on input received from the caller, transferring responsibility for the audio call to a deflection and response system, said deflection and response system comprising a text processor; and   sending a text message from the text processor to the caller device.   
     
     
         12 . The method of  claim 11 , further comprising determining a destination for the audio call from a selection of one or more exit points. 
     
     
         13 . The method of  claim 12 , wherein one of the one or more exit points comprises the deflection and response system. 
     
     
         14 . The method of  claim 11 , wherein one of the one or more exit points comprises a call center. 
     
     
         15 . The method of  claim 11 , further comprising engaging in a chat session with the caller. 
     
     
         16 . The method of  claim 15 , further comprising terminating the chat session and initiating a callback. 
     
     
         17 . The method of  claim 11 , wherein the text message is an SMS message or an Apple Business Chat message. 
     
     
         18 . The method of  claim 11 , wherein the input received from the caller comprises a keypad response or an audio response. 
     
     
         19 . The method of  claim 11 , wherein the input received from the caller comprises a lack of response. 
     
     
         20 . A call processing system, comprising:
 an automated call system configured to:
 receive an audio call from a caller device; and 
 solicit a response from a caller; 
   an exit point router configured to transfer responsibility for the audio call to a deflection and response system,   wherein the deflection and response system comprises a text processor configured to send a text message to the caller device.