Context-aware redirection from telephony to messaging environments

Abstract

To provide a method, a system, and a storage medium for performing redirection from a telephony environment to a messaging environment.SOLUTION: A redirection and messaging system 140 receives telephony information identifying a caller and a call context from a telephony system 120. The system selects one of a plurality of messaging operators based on the call context, optionally sends an introductory message to the caller via a messaging service, and generates a message interface for the selected message operator. The message interface includes the caller, the call context, and any messages sent between the caller and the selected message operator. An input interface allows the selected message operator to input and send messages to the caller.SELECTED DRAWING: Figure 4

Description

CROSS-REFERENCE TO RELATED APPLICATIONS

[0001]

[0001] This invention claims the benefit of priority to U.S. Provisional Patent Application No. 62 / 766,601, filed December 18, 2018, the disclosure of which is incorporated herein by reference. [Technical field]

[0002]

[0002] The present invention relates generally to interactive telephony and messaging environments. More particularly, the present invention relates to redirection of a caller in a telephony environment from the telephony environment to a messaging environment utilizing context from at least one of the telephony environment, the caller's history, and the caller's device. [Background technology]

[0003]

[0003] Interactive Voice Response (IVR) is a technology that allows a human caller to call and communicate with a computer in a telephony environment. In an IVR telephony environment, the computer typically uses dual-tone multi-frequency signaling (DTMF) tones entered via the human caller's telephone keypad to output pre-recorded voice audio prompts to which a human caller would typically respond. Some IVR telephony environments allow the human caller to respond to the computer's pre-recorded voice audio prompts in normal speech, which the computer then attempts to interpret via speech recognition.

[0004]

[0004] IVR telephony systems are used by businesses to service higher call volumes at lower costs. IVR telephony systems are often used by businesses to answer general questions, such as business hours, without the need to route such calls through a human operator. IVR telephony systems are also often used to determine why a human caller is calling so that the human caller can be directed to a human operator who may be able to assist the human caller. However, callers often complain that traditional IVR systems can often waste time by forcing callers to listen to lengthy recordings that read out all the options of extensive menus before they can make a selection. Callers are also often put on hold for long periods of time waiting to speak to a human operator after they have already spent a long period of time navigating the IVR system, which can increase their frustration.

[0005]

[0005] SMS (Short Message Service) is a text messaging service that allows text-based communication between two mobile phone devices using a standardized communication protocol. MMS (Multimedia Message Service) is a messaging service that allows communication between two mobile phone devices sending images and text using a standardized communication protocol. Rich text messaging services such as Apple® Business Chat®, Facebook® Messenger®, or WhatsAPP® similarly allow image and text communication between devices, but some of these messaging services also allow group messaging and transfer of videos and images between more than two devices. These rich text messaging services, however, are not standardized across all devices and typically require users to subscribe to the corresponding messaging service. Messaging services, whether SMS or rich text messaging services, are convenient for users in that they allow asynchronous communication and alert users when messages are coming in without the user having to pay constant attention as during a traditional audio-based phone call.

[0006]

[0006] There is a need in the art for improved and intelligent integration between telephony and messaging environments. Summary of the Invention

[0007] SUMMARY OF THE DISCLOSURE Techniques and techniques for context-aware caller redirection from a telephony environment to a messaging environment are described.

[0008] In one example, a method is provided for context-aware caller redirection from a telephony environment to a messaging environment. The method includes receiving telephony information from a telephony system. The telephony information includes a caller identifier corresponding to a caller device and a call context provided by the caller device during a telephone call between the caller device and the telephony system. The method also includes selecting a selected messaging operator of a plurality of messaging operators based on the call context. The method also includes generating a messaging interface for the selected messaging operator. The messaging interface includes the caller identifier, the call context, and an input interface. The method also includes receiving a caller message from a caller via a messaging service. The method also includes updating the messaging interface to include the caller message in response to receiving the caller message. The method also includes triggering transmission of an operator message to the caller device via the messaging service, the operator message being entered by the selected messaging operator via an input interface of the messaging interface. The method also includes updating the messaging interface to include the operator message in response to triggering transmission of the operator message.

[0009] In another example, a system for context-aware caller redirection is provided. The system includes one or more communication receivers, one or more memory units that store instructions, and one or more processors. Execution of the instructions by the one or more processors causes the one or more processors to perform system operations. The system operations include receiving telephone communication information from a telephony communication system using the one or more communication receivers. The telephone communication information includes a caller identifier corresponding to a caller device and a call context provided by the caller device during a telephone call between the caller device and the telephony communication system. The system operations also include selecting a selected messaging operator of a plurality of messaging operators based on the call context. The system operations also include generating a messaging interface for the selected messaging operator. The messaging interface includes the caller identifier, the call context, and an input interface. The system operations also include receiving a caller message from a caller via a messaging service using the one or more communication receivers. The system operations also include updating the messaging interface to include the caller message in response to receiving the caller message. The system operations also include triggering transmission of an operator message to the caller device via the messaging service, the operator message being entered by a selected messaging operator via an input interface of the messaging interface. The system operations also include updating the messaging interface to include the operator message in response to triggering transmission of the operator message.

[0010] In another example, a non-transitory computer-readable medium is provided having instructions stored thereon that, when executed by one or more processors, cause the one or more processors to perform a method for context-aware caller redirection from a telephony environment to a messaging environment. The method includes receiving telephony communication information from a telephony system. The telephony communication information includes a caller identifier corresponding to a caller device and a call context provided by the caller device during a telephone call between the caller device and the telephony system. The method also includes selecting a selected messaging operator of a plurality of messaging operators based on the call context. The method also includes generating a messaging interface for the selected messaging operator. The messaging interface includes the caller identifier, the call context, and an input interface. The method also includes receiving a caller message from a caller via a messaging service. The method also includes updating the messaging interface to include the caller message in response to receiving the caller message. The method also includes triggering transmission of an operator message to the caller device via the messaging service, the operator message being entered by the selected messaging operator via an input interface of the messaging interface. The method also includes updating a messaging interface to include the operator message in response to triggering transmission of the operator message. [Brief description of the drawings]

[0011] [Figure 1] SUMMARY OF THE DISCLOSURE

[0011] A system architecture for intelligent redirection of a caller from a telephony environment to a messaging environment is illustrated. [Diagram 2]

[0012] FIG. 1 is a flow diagram illustrating a mobile device user experience during redirection from a telephony environment to a messaging environment. [Diagram 3]

[0013] 1 illustrates an example messaging operator user interface generated by the messaging system using context from a call. [Figure 4]

[0014] FIG. 1 is a swim lane flow diagram illustrating operations performed using some devices and systems involved in intelligent redirection of a caller from a telephony environment to a messaging environment. [Diagram 5]

[0015] 5 is an architecture flow diagram illustrating further details regarding the architecture of FIG. 1 and the process of FIG. 4. [Figure 6]

[0016] FIG. 1 is a flow diagram illustrating operations for context-aware caller redirection from a telephony environment to a messaging environment. [Figure 7]

[0017] 1 is a block diagram of an illustrative computing device that can be used to implement certain aspects of the subject technology. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0012]

[0018] The redirection and messaging system receives telephony information identifying a caller and a call context from a telephony system. The system selects one of a plurality of messaging operators based on the call context, optionally sends an introductory message to the caller via a messaging service, and generates a message interface for the selected message operator. The message interface includes the caller and the call context and any messages sent between the caller and the selected message operator, and an input interface allows the selected message operator to enter and send messages to the caller.

[0013]

[0019] FIG. 1 illustrates a system architecture for intelligent redirection of a caller from a telephony environment to a messaging environment.

[0014]

[0020] 1 includes a user 115, also referred to as a caller 115, and an associated mobile device 110, such as a smartphone. The user 115 uses the mobile device 110 to initiate a call 150 to a telephony system 120. Alternatively, the telephony system 120 may initiate the call 150 to the mobile device 110. The telephony system 120 may be an interactive voice response (IVR) telephony system 120.

[0015]

[0021] During the call 150, the telephony system 120 may communicate audio to the mobile device 110. This audio may include pre-recorded audio messages, such as menu options, and may include audio messages that the telephony system 120 generates at least in part using a text-to-speech algorithm, such as where the telephony system 120 generates audio that includes the user's name or other information that identifies the user 115, or where the telephony system 120 generates audio that includes an account balance or other information associated with objects or services owned by or otherwise associated with the user 115.

[0016]

[0022] The user 115 may respond to the audio from the telephony system 120 by providing one or more inputs at the mobile device 110 (e.g., by pressing any combination of the numbers 0 through 9 and / or dot or star / asterisk symbols), thereby sending dual-tone multi-frequency signaling (DTMF) tones to the telephony system 120. These inputs / tones may correspond to menu options, such as, for example, true / false style responses or multiple choice style responses. These inputs / tones may correspond to, for example, numeric entries, such as identification numbers or card numbers or account numbers. The user 115 may alternatively or additionally respond to the audio from the telephony system 120 by speaking words or phrases that the telephony system 120 may interpret via a speech-to-text algorithm. The telephony system 120 and the user 115 / mobile device 110 may thus have a back-and-forth conversation that includes one or more audio messages sent from the telephony system 120 to the mobile device 110 and one or more DTMF or voice messages (e.g., the voice of the user 115) sent from the mobile device 110 to the telephony system 120. At least a subset of these messages may alternate to form a back-and-forth conversation between the telephony system 120 and the mobile device 110. In this manner, the telephony system 120 may collect information from the user 115 in an automated manner, such as by having the user 115 select options from one or more menus.

[0017]

[0023] These menus may, for example, allow the user 115 to indicate to the telephony system 120 which of several languages ​​are preferred, which of several reasons correspond to the reason why the user 115 called the telephony system 120, which of several skills or areas of expertise a human operator would be useful to have in order to properly assist the user 115, information identifying the user, information identifying objects or services owned by or otherwise associated with the user, or a combination thereof. Information identifying the user may include, for example, the user's first name, middle name, last name, mailing address, address, email address, username, password, reference number / code, social security number, driver's license number / code, government issued identification number / code, or a combination thereof. Information identifying objects or services owned by or otherwise associated with the user may include, for example, account number, product or service serial number, credit card number, debit card number, ATM card number, insurance account / policy / group number, bank account number, bank routing number, or a combination thereof.

[0018]

[0024] During the call 150, the telephony system 120 may connect the user 115 to one or more human or virtual telephony operators 125 by connecting the mobile device 110 to one or more telephony devices 127 (e.g., a telephone with an optional associated computer system) associated with the one or more human or virtual telephony operators 125.

[0019]

[0025] Any information received by the telephony system 120 from the mobile device 110 during an interaction between the telephony system 120 and the mobile device 110 / user 115 may be stored by the telephony system 120 as call context information. Similarly, information communicated by the telephony system 120 to the mobile device 110 may also be stored by the telephony system 120 as call context. This includes any interaction between the user 115 / mobile device 110 and one or more telephony operators 125 / telephony devices 127.

[0020]

[0026] In some cases, one or more recordings of the call 150 and / or a transcript of the recording of the call 150 (e.g., generated using a known transcript of speech-to-text and / or pre-recorded audio from the telephony system 120) may be stored as call context information, including any interactions between the user 115 / mobile device 110 and one or more telephony operators 125 / telephony devices 127. The call context information may be included in a set of telephony data that the telephony system 120 sends to the redirection system 130 via one or more data transmissions 155.

[0021]

[0027] The telephony system 120 may receive a user / caller / device identifier associated with the user 115 and / or the mobile device 110. For example, the telephony service 120 may use the caller identification to identify a telephone number associated with the mobile device 110 and / or a subscriber identification module (SIM) card associated with the mobile device 110. Caller identification may be referred to as caller ID (CID), calling line identification (CLI or CLID), calling number delivery (CND), calling number identification (CNID), calling line identification presentation (CLIP), or call presentation. Caller identification may include identifying and sending a name associated with a telephone number, a service called calling name delivery (CNAM). Any of these may be included as part of the caller identifier.

[0022]

[0028] In some cases, the telecommunications system 120 may identify the type of the mobile device 110, for example, by identifying whether the mobile device 110 is in fact a mobile device such as a smartphone, or alternatively, a more traditional wired or cordless landline phone. In countries with a "mobile range" of phone numbers, where numbers in this range are almost always mobile numbers, this is one way to check the device type. In countries without a "mobile range," a test SMS can be sent to the phone number to see if a response is returned, or the telecommunications system 120 can look up whether the phone number is in a public or private database of SMS-enabled phone numbers. The telecommunications system 120 can check whether the phone number is valid, for example, whether the numbering plan area code (NPA), central office exchange code (NXX), and / or line / subscriber number are valid, alone and / or in combination.

[0023]

[0029] The telephony system 120 may also query third-party / proprietary / dedicated messaging services as to whether a corresponding messaging software application exists on the caller device corresponding to the telephone number. For example, in some cases, the telephony system 120 may query an Apple® server as to whether the telephone number corresponds to a device having a software application or other interface for Apple® iMessage® or Apple® Business Chat®. In some cases, the telephony system 120 may query a Google® server as to whether the telephone number corresponds to a device having a software application or other interface for Google® Rich Communication Services (RCS) for Business Messaging®, Google® Jibe®, Google® Hangouts®, Google® Allo®, or Google® Duo®. In some cases, the telephony system 120 can query a Facebook® server as to whether the telephone number corresponds to a device that has a software application or other interface for Facebook® Messenger®, Instagram® Direct Messages®, or WhatsAPP®. In some cases, the telephony system 120 can query a Slack® server as to whether the telephone number corresponds to a device that has Slack® Channels®. In some cases, the telephony system 120 can query a Line® server as to whether the telephone number corresponds to a device that has Line®.In some cases, the telecommunications system 120 can query a Viber server as to whether the telephone number corresponds to a device that has Viber. In some cases, the telecommunications system 120 can query a telecommunications provider as to whether the telephone number corresponds to a device that has a Rich Communication Services (RCS) system provided by the telecommunications provider.

[0024]

[0030] These third-party / proprietary / dedicated messaging services may generally be referred to as messaging services other than SMS or MMS (or open cross-platform versions of RCS). These entities may check whether the mobile device 110 includes a corresponding software application by pinging the software application on the mobile device 110 and determining whether a response to the ping is received. Lack of a response within a predetermined time period may indicate that the software application is not stored and / or installed on the caller device, or that the software application is locked behind restrictions imposed on the caller device that prevent it from successfully responding to the ping (e.g., firewall restrictions that prevent outbound data or operating system restrictions that prevent certain types of processes). While receipt of a response within a predetermined time period may itself be an indicator that a software application associated with the messaging service is installed on the mobile device 110, the response may instead be a response sent by the mobile device 110 indicating that a software application associated with the messaging service is not installed on the mobile device.

[0025]

[0031] The response may also identify one or more settings / configurations of the software application, permissions granted to the software application, or limitations imposed on the software application by a firewall or operating system of the caller device, or by the software application itself. For example, the response may identify whether the software application associated with the messaging service has permission in the mobile device 110 to present notifications to the user 115 through the mobile device 110, which may affect whether messaging should be used since if the software application lacks notification permissions, the user 115 may not see messages from the software application. The third-party / proprietary / dedicated messaging service may then interpret the response to identify whether the caller device has stored and / or installed a software application corresponding to the messaging service and any other information such as settings / configurations, permissions, and / or limitations. Alternatively or additionally, the telephony system 120 may ping one or more of these messaging service software applications on the mobile device 110 itself, rather than having a third party ping and receive / interpret the response, and receive and interpret the response itself to determine whether the software application is installed on the mobile device 110 and has notification permissions (and / or any other information about settings / configurations, permissions, or restrictions) for the mobile device 110.

[0026]

[0032] A third-party / proprietary / dedicated messaging service entity will also often own a telephone number corresponding to the mobile device 110, when a corresponding software application may be provided to the entity by a user for use with, for example, a two-factor authentication system involving SMS messages, MMS messages, or phone calls. In such cases, identifying whether the mobile device 110 has stored / installed the application may simply involve checking to see if such an entity owns a telephone number corresponding to the mobile device 110, which may be stored, for example, in a database.

[0027]

[0033] Any of the data described above with respect to caller identification, determining whether the caller device 110 is a smartphone or a landline phone, determining whether a software application corresponding to a particular messaging service is stored and / or installed on the caller device 110, and / or determining software device settings / configurations, permissions, or restrictions on the caller device 110 may be included as a user / caller / device identifier and / or in the set of telephony data that the telephony system 120 sends to the redirection system 130 via one or more data transmissions 155.

[0028]

[0034] Any of this data discussed above with respect to caller identification, determining whether the caller device 110 is a smartphone or a landline phone, determining whether a software application corresponding to a particular messaging service is stored and / or installed on the caller device 110, and / or determining settings / configurations, permissions, or restrictions of software devices on the caller device 110, may alternatively be obtained by the redirection system 130 and / or the messaging system 140 and / or the messaging gateway 135 (or some combination thereof) instead of by the telephony system 120. In such cases, the redirection system 130 and / or the messaging system 140 and / or the messaging gateway 135 (or some combination thereof) may optionally transmit this data back to the telephony system 120 via one or more communications 155 (optionally also via intermediate communications 160 and / or 165 and / or 170 and / or 175 and / or 180).

[0029]

[0035] Whenever there are multiple choices of possible messaging services to use, the optimal messaging service (and / or channel) may be selected by the redirection system 130. The selection may alternatively or additionally be performed by the telephony system 120, one or more messaging gateway(s) 135, and / or the messaging system 140. The optimal messaging service (and / or channel) may be the messaging service / channel that the user 115 is most likely to use, see, read, or some combination thereof. For example, when a particular caller device 110 has stored / installed software applications associated with one messaging service, but lacks any software applications associated with another messaging service, the messaging service with the associated software application installed on the caller device 110 should be selected as the optimal messaging service, and the messaging service with the associated software application not installed on the caller device 110 should not be selected as the optimal messaging service. Settings, configurations, permissions, and restrictions may also play a role in the selection of the optimal messaging service. For example, a messaging service whose associated software application on the caller device 110 has more permissions (such as the notification permissions mentioned above) and / or fewer restrictions (such as the firewall restrictions mentioned above) should be selected as the optimal messaging service, and another messaging service whose associated software application on the caller device 110 has fewer permissions and / or more restrictions should not be selected as the optimal messaging service.Messaging services for which an associated software application is configured with a particular setting or configuration may also be preferred for selection as the optimal messaging service, e.g., a messaging service for which the user / caller has completed a profile / account / login for the associated software application should be preferred, and a messaging service for which the associated software application is selected on the caller device as the default messaging application should be preferred. If it can be determined how frequently a particular caller uses one messaging service versus another, the messaging service that the caller uses more frequently may also be used. The optimal messaging service may also be selected at least in part by the user, e.g., the user makes a selection after being provided with a list by the telephony communication system 120 during the call 150 (or during a previous call or messaging session), where the list may already have been pre-narrowed based on any of the other considerations in the paragraph. The optimal messaging service may also be selected based at least in part on past / historical interactions with the caller 115 and / or the caller device 110, e.g., the caller 115 may have previously called using the caller device 110 and previously selected a particular messaging service or previously initiated a messaging chat session using a particular messaging service, and the particular messaging service may be selected as the optimal messaging service. The selection of the optimal messaging service may be based on messaging service preferences associated with and / or stored in the telephony system 120, the redirection system 130, the messaging system 140, the messaging gateway 135, or some combination thereof.These messaging service preferences may rank messaging services based on the capabilities of those messaging services, the preferences of the messaging operator 145, the preferences of the telephony operator 125, and / or the preferences of clients using the telephony system 120, the redirection system 130, the messaging system 140, the messaging gateway 135, or any combination thereof. For example, if a business that owns and operates a particular messaging service is a client of the redirection system 130, it may store preferences indicating that the particular messaging service owned and operated by the client should be selected as the messaging service of choice, always, whenever possible, or only when all else is equal.

[0030]

[0036] The redirection system 130 receives telephony communication information from the telephony communication system 120 via one or more communications 155. This telephony communication information may include user / caller / device identifier information as described above, and may include call context information as described above. Examples of telephony communication information are also illustrated in and discussed with respect to “Caller Context” window 315 of FIG. 3 . In some cases, the redirection system 130 may itself collect some of the telephony communication information described above, rather than receiving it from the telephony communication system 120. For example, the redirection system 130 may itself determine whether the mobile device 110 is in fact a mobile device, such as a smartphone, or instead, a more traditional wired or cordless landline phone. The redirection system 130 may also detect whether the mobile device 110 has a software application associated with a particular messaging service installed, and whether the software application associated with the messaging service has notification permissions for the mobile device 110, as described above with respect to the telephony communication system 120.

[0031]

[0037] In response to receiving the telephony information from the telephony system 120, the redirection system 130 and / or the messaging system 140 may send an introduction message to the mobile device 110, either directly (not shown in FIG. 1 ) or through the messaging gateway 135 as an intermediate device. The messaging gateway 135 helps to convey the introduction message from the redirection system 130 (via communication channel 160) or from the messaging system 140 (via communication channel 180) to the mobile device 110 (via communication channel 165). In some cases, the messaging gateway 135 may then be used to convey the message from the mobile device 110 back to the redirection system 130 and / or the messaging system 140 and / or the messaging device 147. The messaging gateway 135 may convey further messages between the mobile device 110 and the redirection system 130 and / or the messaging system 140 and / or the messaging device 147. In some architectures, the messaging gateway 135 may not be necessary and thus may be omitted or combined with one of the redirection system 130, the messaging system 140, and / or the messaging device 147.

[0032]

[0038] The messaging gateway 135 may be an SMS messaging gateway device, such as a GSM gateway device, a direct-to-short message service center gateway (SMSC), a direct-SMS gateway, or a spreadsheet-SMS gateway. The messaging gateway 135 may alternatively or additionally include an MMS gateway and / or a rich communication services (RCS) gateway. Such a messaging gateway 135 may include one or more hardware devices separate from the redirection system 140 and the messaging system 140, may include software executing on the redirection system 140 and / or the messaging system 140, or any combination thereof. As such, any task discussed herein as being performed by the messaging gateway 135 may be understood to alternatively or additionally be performed by the redirection system 130, the messaging system 140, and / or the messaging device 147.

[0033]

[0039] The messaging gateway 135 may alternatively or additionally include one or more servers associated with a third party messaging service, such as Apple® iMessage®, Apple® Business Chat® (ABC), Google® Rich Communication Services (RCS) for Business Messaging® (GRBM), Google® Jibe®, Google® Hangouts®, Google® Allo®, Google® Duo®, Facebook® Messenger® (FBM), WhatsAPP®, Slack® Channels®, Skype® Instant Messenger®, Blackberry® Messenger®, Line®, Viber®, Rich Communication Services (RCS) provided by telecommunications provider(s), or similar services.

[0034]

[0040] The redirection system 130 is connected to and communicates with the messaging system 140 via one or more communications 170. Either the redirection system 130 or the messaging system 140 selects a particular message operator 145 from, for example, a database of possible message operators, of several possible message operators, optionally based on the call context. The redirection system 130 and / or the messaging system 140 may select the selected message operator 145 based on the language, skills, or expertise that the selected message operator 145 has, or based on the geographic area in which the selected message operator 145 is located or otherwise associated. For example, if the call context collected by the telephony system 120 indicates that the user 115 prefers Spanish over English, the redirection system 130 and / or the messaging system 140 may select a message operator 145 identified as fluent in Spanish, for example, in the database of possible message operators. Similarly, if the call context indicates that the user 115 is calling for technical support for a particular product, the redirection system 130 and / or messaging system 140 may select a message operator 145 identified in a database of selectable message operators as having technical skills / expertise, and optionally, technical skills / expertise related to that particular product. Sometimes, the redirection system 130 and / or messaging system 140 may select a message operator 145 based at least in part solely on availability to ensure that no message operator 145 is over-allocated and that no caller is kept on hold for too long.In some cases, the redirection system 130 and / or messaging system 140 may rank the possible / available message operators 145 so that the message operator 145 with the most relevant expertise / skills, highest availability, closest geographic area, most relevant language, or some combination thereof may be selected.

[0035]

[0041] The messaging system 140 receives at least a subset of the telephony information received by the redirection system 130 from the telephony system and uses this information to generate a messaging operator interface 305 for use by a messaging operator 145 using a messaging device 147. An exemplary messaging operator interface 305 is illustrated in FIG. 3. Using the messaging operator interface 305, the messaging operator 145 can view telephony information such as call context information and identifiers of the user 115 and / or mobile device 110, read messages from the mobile device 110, and send messages to the mobile device 110 either directly (not shown in FIG. 1), through the messaging system 140, through the messaging gateway 135, or a combination thereof.

[0036]

[0042] The mobile device 110, the telephony system 120, the telephony device 127, the redirection system 130, the messaging gateway 135, the messaging system 140, and the messaging device 147 may each be a computing device 700 illustrated in and discussed with respect to FIG. 7 or may include at least a subset of the components of such a computing device 700.

[0037]

[0043] FIG. 2 is a flow diagram illustrating a mobile device user experience during redirection from a telephony environment to a messaging environment.

[0038]

[0044] In the user interface 210, the mobile device 110 displays a telephone call with the customer service telephony service 120. Pre-recorded audio 215 is received by the mobile device 110 from the customer service telephony service 120 stating, "Hello! We have detected that you are using a smartphone with messaging capabilities! Press 1 to send a message to an expert from your phone. If you stay on this line, your wait time to reach an agent is approximately 43 minutes. If you migrate to messaging, your wait time to reach an agent is approximately 7 minutes."

[0039]

[0045] In the user interface 220, the mobile device 110 has presumably pressed "1," and the mobile device 110 displays a notification indicating that it has received an introductory message 225 from a customer service entity, the message 225 coming from the messaging gateway 135, the redirection system 130, the messaging system 140, the messaging device 147, or some combination thereof. Any path through these devices that the message 225 takes may be invisible to the mobile device 110. The introductory message 225 in FIG. 2 reads, "Hello! How can we help you?"

[0040]

[0046] In the user interface 230, the user 115 is engaged in a messaging conversation 235 with a messaging operator 145 via multiple messages sent between the mobile device 110 and the messaging device 147, optionally through the messaging gateway 135 and / or messaging system 140. The messaging conversation 235 reads as follows: "Hello! Download the app or continue messaging here" / "Hello, I need to update my mailing address" / "Okay! What is your new mailing address?" / "123 Fake Street" / "Thanks! Updated." In the interface 230 of FIG. 2, messages written by the user 115 and sent by the mobile device 110 are on the right side of the conversation window 235, and messages received by the mobile device 110 are on the left side of the conversation window 235. Some messages received by the mobile device 110 may be written by the messaging operator 145 and sent from the messaging device 147, while others may be automated messages sent by the redirection system 130 or the messaging system 140. For example, the first message in the conversation 235 ("Hello! Download the app or continue messaging here.") may be an automated introductory message sent to the mobile device 110 from the redirection system 130 or the messaging system 140, optionally through the messaging gateway 135, and the remaining messages received by the mobile device 110 may be written by the messaging operator 145 and sent from the messaging device 147. In some cases, the messaging operator 145 may be a piece of software rather than a human being, in particular the messaging operator 145 may be an artificial intelligence "chatbot" or virtual assistant capable of messaging with the user 115 about at least some topics, such as those related to customer service.For example, such a “chatbot” or virtual assistant may be able to interpret and understand a request from user 115 to change his or her mailing address, and may be able to modify a user account database corresponding to user 115 to include the corrected mailing address provided by user 115 during conversation 235.

[0041]

[0047] User interface 230 also includes input interface 240 in which user 115 writes a response. Input interface 240 is illustrated as a text entry field, but may also allow user 115 to insert images, video, audio, or other multimedia, and may allow user 115 to add text formatting, change fonts, and mix text and multimedia into rich media messages.

[0042]

[0048] 3 illustrates an example messaging operator user interface generated by the messaging system using context from a call. The messaging operator user interface 305 of FIG.

[0043]

[0049] The conversation window 310 contains a conversation similar to the conversation 235 shown in the user interface 230 of FIG. 2, but from the perspective of the messaging operator 145 instead of the user 115. The conversation in the conversation window 310 of FIG. 3 reads as follows: "Hello! Download the app or continue messaging here." / "Hello, I need to update my mailing address." / "OK! What is your new mailing address?" / "123 Fake Street, Phoenix, AZ 85003." / "Thanks! Updated." The conversation window 310 shows a timestamp and optionally a date for each message. The messages on the right side of the conversation window 310 are written by the message operator 145 and sent by the message device 147 (although they may also include some automated messages written and sent by the redirection system 130 and / or the messaging system 140), and the messages on the left side of the conversation window 310 are written by the user 115 and sent by the mobile device 110.

[0044]

[0050] The conversation window 310 also includes an input interface 320 in which the message operator 145 writes a response. The input interface 320 is illustrated as a text entry field, but may also allow the message operator 145 to insert images, video, audio, or other multimedia, and may allow the message operator 145 to add text formatting, change fonts, and mix text and multimedia into rich media messages. The input interface 320 of FIG. 3 includes the written, unfinished message text "Thank you for using the service," and the conversation window 310 includes a "..." ellipsis box indicating that the message operator 145 has written in the input interface 320 but has not yet sent it.

[0045]

[0051] The context window 315 optionally includes telephone communication information received by the redirection system 130 from the telecommunications system 120, including identification information for the user 115 and / or the mobile device 110, as well as context information for the call 150.

[0046]

[0052] 3 includes a call start time 330 that identifies when the call 150 started, where call start time 330 is provided as 7:35:11 AM on 3 / 30 / 2018. The context window 315 includes a call redirection time 335 that identifies when the user consented to the call being redirected to messaging and / or when the call was actually redirected to messaging, where call redirection time 335 is provided as 7:36:48 AM on 3 / 30 / 2018.

[0047]

[0053] The context window 315 of FIG. 3 includes a call skill 340 that identifies the skill or area of ​​expertise that the user 115 wishes to discuss and / or based on which the messaging operator 145 has selected, where the call skill 340 is provided as "Technical Support." The context window 315 of FIG. 3 includes a caller device telephone number 345 of the mobile device 110 that is provided as 1(555)555-1234. The context window 315 of FIG. 3 includes a dialed telephone number 350 of the mobile device 110 that is provided as 1(800)555-5678. The context window 315 of FIG. 3 includes an IVR speech 355 that identifies a transcript of pre-recorded audio played to the user 115 by the telephony system 120 during the call 150, where the IVR speech 355 is provided as follows: "Hello, welcome to customer service. Press 1 to transition to messaging."

[0048]

[0054] The context window 315 of FIG. 3 includes caller information 360, which identifies information about the user 115, provided as the name "John Smith" and the address "123 Fake Street, Phoenix, AZ 951003." The context window 315 of FIG. 3 includes caller history 365, which identifies that the user 115 previously called the telecommunications service 120 once on March 25, 2018 at 9:14:43 AM and once on September 13, 2015 at 2:48:21 PM. The context window 315 of FIG. 3 includes caller device 370, which identifies that the mobile device 110 is an iPhone® 6S running the operating system iOS version 12.01. The context window 315 of FIG. 3 includes caller location 375, which is provided as "Phoenix, AZ, USA."

[0049]

[0055] The context window 315 of Figure 3 includes call audio 380 with a hyperlink labeled "call-audio.mp3" that points to an attached MP3 audio file of the recorded audio of the call 150. The context window 315 of Figure 3 includes call transcript 385 with a hyperlink labeled "call-transcript.txt" that points to an attached text file of a transcript of the recorded audio of the call 150, the transcript being transcribed via a speech-to-text algorithm performed by the telecommunications service 120, by the redirection system 130, by the messaging system 140, or some combination thereof. The context window 315 of Figure 3 includes message history 390 with a hyperlink labeled "msg-history.txt" that points to an attached text file of a transcript of the message in the conversation window 310 and, optionally, a transcript of one or more previous message conversations involving the user 115 and the telecommunications service 120, even with a different operator 145. In this manner, messaging operator 140 can review old messages and avoid losing important information previously discussed by or with the user. Call audio 380 and call transcript 385 can also include audio and transcripts, respectively, of one or more previous calls involving the telecommunications service, such as those listed in caller history 365, so that messaging operator 140 can review old messages and avoid losing important information previously discussed by or with the user.

[0050]

[0056] FIG. 4 is a swim lane flow diagram illustrating operations performed using some of the devices and systems involved in intelligent redirection of a caller from a telephony environment to a messaging environment.

[0051]

[0057] The devices identified in the columns of FIG. 4 are largely depicted in the architecture of FIG. 1, with some exceptions. The configuration database 405 is a database that the redirection system 130 and messaging system 140 can use to identify configuration details, such as which of several messaging services a particular business prefers to redirect to its telephony system 120, and optionally provide a preference ranking. The live information database 410 is used by the redirection system 130 and / or messaging system 140 to store information, such as telephony information and messages, throughout the redirection process. The live information database 410 can be, for example, a dedicated LiveDeflect® database. The redirection artificial intelligence (AI) bot 415 is a chatbot or virtual assistant that can help transfer the user 115 to the appropriate messaging operator 145 when the call context in the telephony information is not sufficient to do so.

[0052]

[0058] In step 420, a call is initiated between the mobile device 110 and the telephony system 120 when the mobile device 110 calls (or receives a call from) the telephony system 120. Still in step 420, the mobile device 110 optionally receives an option to switch from the telephony environment to a messaging environment (see, e.g., dialog 215 of FIG. 2), and the user 115 provides an input (e.g., verbal or DTMF input) through the mobile device 110 indicating consent to transition from the user telephony environment to the messaging environment. In the example of dialog 215 of FIG. 2, the telephony system 120 communicates to the mobile device 110 an estimated wait time for the telephony operator 125 (43 minutes) and an estimated wait time for the messaging operator 145 (7 minutes). Such a difference in wait time may provide the user 115 with an additional incentive to switch from the telephony environment to the messaging environment. In some cases, the telephony system 120 will automatically switch the mobile device 110 from the telephony environment to the messaging environment without asking, for example, if the estimated wait time for the telephony operator 125 exceeds the estimated wait time for the messaging operator 145 by at least a predetermined threshold time duration, or if a redirection system is configured to redirect callers for a particular business function, or if the telephony system 120 is being phased out entirely in favor of the messaging system 140. On the other hand, if the estimated wait time for the messaging operator 145 exceeds the estimated wait time for the telephony operator 125 by at least a threshold time duration, the user 115 may not be given the option to transition the call to messaging at all.Absolute and relative thresholds can similarly be used for one or both estimated wait times to determine whether one or both estimated wait times are sent from the redirection system 130 to the telephony system 120, whether one or both estimated wait times are presented to the user 115 by the telephony system 120, whether the user 115 is automatically routed to either stay on the line with the telephony system 120 or transition to the messaging system 140, or any combination thereof.

[0053]

[0059] In step 425, the telephony service sends the telephony information to the redirection system 130 and, optionally, to the live information database and / or the messaging system 140. The telephony information may be sent by the telephony system 120 to the redirection system 130 by or as part of a representational state transfer (REST) ​​application programming interface (API) call. In step 430, the redirection system 130 requests configuration information from the configuration database 405, and the redirection system 130 receives the configuration information from the configuration database 405 in step 435. The configuration information in the configuration database 405 identifies configuration details such as which of several messaging services a particular business prefers to redirect to its telephony system 120, and optionally provides a preference ranking.

[0054]

[0060] In step 440, the redirection system 130 sends / uploads the call context information (and optionally other telephony information) to the live information database 410 and optionally to the messaging system 140. In step 445, the redirection system 130 triggers the sending of an introduction message to the user by instructing the messaging gateway 135 to send an introduction message to the mobile device 110. In step 450, the messaging gateway 135 sends the introduction message to the mobile device 110.

[0055]

[0061] In step 455, the mobile device 110 receives the introductory message sent in step 450 and sends a user message to the messaging system 140 in response to the introductory message, the user message having been entered into the mobile device 110 by the user 115. In some cases, step 455 (or another user message step such as 455) may occur after step 470 and / or step 480, in which case the user message may be forwarded by the messaging system 140 to the messaging device 147, or in some cases may be sent directly from the mobile device 110 to the messaging device 147, which may optionally report the message back to the messaging system 140.

[0056]

[0062] In step 460, the messaging system 140 and / or the redirection AI bot 415 requests the context information from the live information database 410, which in step 465 provides the context information back to the messaging system 140 and / or the redirection AI bot 415. This context information may include call context information and / or other telecommunication information, including other context information illustrated and discussed with respect to the context window 315 of FIG. 3, such as the call history 365 or the message history 390. The messaging system 140 and / or the redirection AI bot 415 may use this context information to select a message operator 145 from among several possible message operators that is appropriate for the context, based on, for example, the call skills / expertise 340, the language spoken, availability, the caller location 375, the configuration of steps 430 / 435, or a combination thereof. In step 470, the messaging system 140 and / or the redirection AI bot 415 transfers the conversation to the selected messaging operator 145 and, optionally, generates at least a portion of the messaging operator interface 305 and sends it to the messaging device 147 of the selected messaging operator 145, also in this step.

[0057]

[0063] In step 475, which may occur before step 480, or after step 485, or even after step 490, the messaging system may upload a conversation identifier, such as a unique identification number or code corresponding to the conversation, to the live information database 410 along with message information for any messages already in the conversation, such as the introductory message of step 450 and the user message of step 455. Context information may be requested from the live information database 410 by the messaging device 147 in step 480 and provided by the live information database 410 to the messaging device 147 in step 485. In step 490, the messaging device 147 sends the messaging operator 145's message in reply to the user message of step 455.

[0058]

[0064] Any messages sent by the redirection system 130, the message system 145, the message device 147, and / or the message gateway 135 may be at least partially previously transcribed. For example, the introductory message sent in step 450, any messages sent from the redirection AI bot 415 to the mobile device 110 (not shown in FIG. 4), and / or the message sent by the messaging operator 145 in step 490 may be at least partially previously transcribed, especially if the messaging operator 145 is a chatbot or virtual assistant. Any such messages may alternatively or additionally be generated at least partially based on call context or previous messages during the same conversation or previous conversations to include information such as the name of the user 115 or other information identifying the user 115, or account balances or other information associated with objects or services owned by or otherwise associated with the user 115, or any context information identified in the context window 315 of FIG. 3. Additionally, any messages sent by the mobile device, the redirection system 130, the message system 145, and / or the message device 147 may optionally be received along the way by the message gateway 135.

[0059]

[0065] FIG. 5 is an architecture flow diagram illustrating further details regarding the architecture of FIG. 1 and the process of FIG.

[0060]

[0066] In particular, the architecture of Figure 5 illustrates a user 115 and a mobile device 110. The architecture of Figure 5 illustrates a telephony system 120, such as a branded IVR (i.e., an IVR associated with customer service for a brand or business), this time including a Deflect UX software plug-in that interacts with the telephony system 120 to send it requested telephony information and provide roundtrips to determine the optimal messaging service / channel based on information provided by, for example, a redirection system 130.

[0061]

[0067] 5 illustrates a redirection system 130 that includes a messaging center context service, an identity service, a deflection service, a queue analysis and optimization service, a channel optimization service, and a bot / automation service, each of which may handle different aspects of the process discussed below with respect to steps 515, 520, 525, 530, 535, 545, and 555.

[0062]

[0068] 5 illustrates a messaging system 140 that includes an agent widget used by a messaging device 147 of a messaging operator 145 (aka messaging agent 145), a messaging app, a redirection AI bot 415, an in-app software development kit (SDK), Rich Communication Services (RCS), and an Apple Business Chat® interface, each of which may handle different aspects of the process discussed below with respect to steps 540, 545, and 555.

[0063]

[0069] In step 510, the user 115 (which may be referred to as a caller or consumer in some cases) calls the telephony system 120 from the mobile device 110. In step 515, the telephony system 120 sends certain telephony information (including call context such as phone number, skill site ID, call ID, call context, call queue state, etc.) to the redirection system 130. In step 520, the redirection system 130 returns user context (aka consumer context) to the telephony system 120, for example, identifying if the number is a mobile number and recommending an optimal message service or channel (e.g., the message service the user 115 is most likely to use / view / read). In step 525, the telephony service 120 records and communicates to the redirection system 130 the IVR redirection / deflection selection of the user 115, again possibly providing additional telephony information such as call ID, site ID, and call context.

[0064]

[0070] In step 530, the introductory message is sent via the recommended optimal messaging service or channel. The optimal messaging service or channel can be any of the previously mentioned channels, such as SMS, MMS, RCS, or a branded messaging service, such as Apple® iMessage®, Apple® Business Chat® (ABC), Google® Rich Communication Services (RCS) for Business Messaging® (GRBM), Google® Jibe®, Google® Hangouts®, Google® Allo®, Google® Duo®, Facebook® Messenger® (FBM), WhatsAPP®, Slack® Channels®, Skype® Instant Messenger®, Blackberry® Messenger®, Line®, Viber®, Rich Communication Services (RCS) provided by telecommunications provider(s), or similar services.

[0065]

[0071] In step 535, the redirection system 130 sends a confirmation to the telephony system 120 that the redirection / deflection has occurred. In step 540, the user 115 replies to the message of step 530 via the mobile device 110. Both messages are communicated to the messaging system 140. In step 545, receipt of the user message in step 540 is treated as the user accepting the redirection / deflection, which is communicated from the messaging system 140 to the redirection system 130, and then in step 550 from the redirection system to the telephony system 120. In step 555, the messaging system 140 receives the call context from the redirection system 130 and communicates the message context to the redirection system 130.

[0066]

[0072] Step 560 occurs if steps 540-555 never occurred, in which case the redirection / deflection to messaging was never accepted by the user or the user explicitly opts out of the redirection / deflection to messaging either during the call or via the user's 115 response message in step 540, and the telephony system 120 redials the customer, if necessary, to connect again via the call.

[0067]

[0073] FIG. 6 is a flow diagram illustrating operations for context-aware caller redirection from a telephony environment to a messaging environment.

[0068]

[0074] 6 may be performed by redirection system 130, messaging gateway 135, messaging system 140, or some combination thereof. With respect to the flow diagram of FIG. 6, any combination of one or more of these systems is referred to as one or more system(s).

[0069]

[0075] In step 605, the one or more systems (may be multiple) receive telephony information from the telephony system. The telephony information includes a caller identifier corresponding to the caller device and a call context provided by the caller device during a telephone call between the caller device and the telephony system.

[0070]

[0076] In step 610, the one or more system(s) select a selected messaging operator from a plurality of messaging operators based on the call context.

[0071]

[0077] In step 615, the one or more system(s) generate a messaging interface for the selected messaging operator, the messaging interface including the caller identifier, the call context, and the input interface.

[0072]

[0078] In step 620, the one or more system(s) receive the originator message from the originator via the messaging service. In step 625, the one or more system(s) update a messaging interface to include the originator message in response to receiving the originator message.

[0073]

[0079] In step 630, the one or more system(s) trigger transmission of an operator message to the caller device via the messaging service, the operator message being entered by a selected messaging operator via an input interface of the messaging interface. In step 635, the one or more system(s) update the messaging interface to include the operator message in response to triggering transmission of the operator message.

[0074]

[0080] FIG. 7 illustrates an exemplary computing system 700 that may be used to implement some aspects of the subject technology. For example, any of the computing devices, computing systems, network devices, network systems, servers, and / or circuit configurations described herein may include at least one computing system 700 or at least one component of the computer system 700 identified in FIG. 7. The computing system 700 of FIG. 7 includes one or more processors 710 and memory 720. Each of the processor(s) 710 may refer to one or more processors, controllers, microcontrollers, central processing units (CPUs), graphics processing units (GPUs), arithmetic logic units (ALUs), accelerated processing units (APUs), digital signal processors (DSPs), application specific integrated circuits (ASICs), field programmable gate arrays (FPGAs), or combinations thereof. Each of the processor(s) 710 may include one or more cores, either integrated on a single chip or spread across multiple chips connected or coupled together. The memory 720 stores, in part, instructions and data for execution by the processor 710. The memory 720 may store executable code during operation. The system 700 of Figure 7 further includes a mass storage device 730, a portable storage media drive(s) 740, an output device 750, a user input device 760, a graphics display 770, and peripheral devices 780.

[0075]

[0081] 7 are illustrated as being connected via a single bus 790. However, the components may be connected via one or more data transport means. For example, the processor unit 710 and memory 720 may be connected via a local microprocessor bus, and the mass storage device 730, peripheral device(s) 780, portable storage device 740, and display system 770 may be connected via one or more input / output (I / O) buses.

[0076]

[0082] The mass storage device 730, which may be implemented by a magnetic or optical disk drive, is a non-volatile storage device for storing data and instructions for use by the processor unit 710. The mass storage device 730 may store system software for implementing certain aspects of the subject technology for purposes of loading that software into the memory 720.

[0077]

[0083] The portable storage device 740 operates in conjunction with a portable non-volatile storage medium, such as a floppy disk, compact disk, or digital video disk, for inputting and outputting data and code to the computer system 700 of Figure 7. System software for implementing aspects of the subject technology may be stored on such portable medium and input to the computer system 700 via the portable storage device 740.

[0078]

[0084] Memory 720, mass storage device 730, or portable storage device 740, in some cases, may store sensitive information such as transactional information, health information, or cryptographic keys, and in some cases may encrypt or decrypt such information with the assistance of processor 710. Memory 720, mass storage device 730, or portable storage device 740, in some cases, may at least partially store instructions, executable code, or other data for execution or processing by processor 710.

[0079]

[0085] Output device 750 may include, for example, communications circuitry for outputting data through wired or wireless means, display circuitry for displaying data via a display screen, audio circuitry for outputting audio via headphones or speakers, printer circuitry for printing data via a printer, or any combination thereof. The display screen may be any type of display discussed with respect to display system 770. The printer may be inkjet, laserjet, thermal, or any combination thereof. In some cases, the output device circuitry 750 may enable transmission of data through an audio jack / plug, a microphone jack / plug, a universal serial bus (USB) port / plug, an Apple® Lightning® port / plug, an Ethernet® port / plug, an optical fiber port / plug, a proprietary wired port / plug, BLUETOOTH® wireless signal transmission, BLUETOOTH® Low Energy (BLE) wireless signal transmission, IBEACON® wireless signal transmission, radio frequency identification (RFID) wireless signal transmission, near field communication (NFC) wireless signal transmission, 802.11 Wi-Fi wireless signal transmission, a cellular data network wireless signal transmission, radio wave signal transmission, microwave signal transmission, infrared signal transmission, visible light signal transmission, ultraviolet signal transmission, wireless signal transmission along the electromagnetic spectrum, or any combination thereof. Output device 750 may include any other components necessary or usable to implement the communication types listed above, such as any ports, plugs, antennas, wired or wireless transmitters, wired or wireless transceivers, or cellular Subscriber Identity Module (SIM) cards.

[0080]

[0086] Input device 760 may include circuitry that provides a portion of a user interface. Input device 760 may include an alphanumeric keypad, such as a keyboard, for inputting alphanumeric and other information, or a pointing device, such as a mouse, trackball, stylus, or cursor direction keys. Input device 760 may also include a touch-sensitive surface that is either integrated with a display, as in a touch screen, or separate from the display, as in a track pad. The touch-sensitive surface may, in some cases, detect localized variable pressure or force detection. In some cases, the input device circuitry may enable receipt of data through an audio jack, a microphone jack, a universal serial bus (USB) port / plug, an Apple® Lightning® port / plug, an Ethernet port / plug, an optical fiber port / plug, a proprietary wired port / plug, a wired local area network (LAN) port / plug, BLUETOOTH® wireless signal transmission, BLUETOOTH® Low Energy (BLE) wireless signal transmission, IBEACON® wireless signal transmission, radio frequency identification (RFID) wireless signal transmission, near field communication (NFC) wireless signal transmission, 802.11 Wi-Fi wireless signal transmission, wireless local area network (WLAN) signal transmission, cellular data network wireless signal transmission, personal area network (PAN) signal transmission, wide area network (WAN) signal transmission, radio wave signal transmission, microwave signal transmission, infrared signal transmission, visible light signal transmission, ultraviolet signal transmission, wireless signal transmission along the electromagnetic spectrum, or any combination thereof. The input device 760 may include any other components necessary or usable to implement the communication types listed above, such as any ports, plugs, antennas, wired or wireless receivers, wired or wireless transceivers, or cellular SIM cards.

[0081]

[0087] The input device 760 may also include receivers or transceivers used for positioning the computing system 700. These may include either wired or wireless signal receivers or transceivers. For example, the location of the computing system 700 may be determined based on the signal strength of signals received at the computing system 700 from three cellular network towers, a process known as cellular triangulation. Fewer than three cellular network towers may be used, even one, but the location determined from such data will be less accurate than through triangulation (e.g., somewhere within a particular circle for one tower, somewhere along a line for two towers, or somewhere within a relatively small area). More than three cellular network towers may also be used, further improving the accuracy of the location. Similar positioning operations can be performed using proximity beacons, which may use short-range wireless signals such as BLUETOOTH® wireless signals, BLUETOOTH® Low Energy (BLE) wireless signals, IBEACON® wireless signals, personal area network (PAN) signals, microwave signals, radio signals, or other signals as described above. Similar positioning operations can be performed using wired local area networks (LANs) or wireless local area networks (WLANs) where the locations of one or more network devices in communication with computing system 700 are known, such as routers, modems, switches, hubs, bridges, gateways, or repeaters. These may also include Global Navigation Satellite System (GNSS) receivers or transceivers used to determine the location of computing system 700 based on reception of one or more signals from one or more satellites associated with one or more GNSS systems. GNSS systems include, but are not limited to, the United States-based Global Positioning System (GPS), the Russian-based Global Navigation Satellite System (GLONASS), the Chinese-based Beidou Navigation Satellite System (BDS), and the European-based Galileo GNSS.The input device 760 may include a receiver or transceiver compatible with one or more of these GNSS systems.

[0082]

[0088] The display system 770 may include a liquid crystal display (LCD), a plasma display, an organic light emitting diode (OLED) display, an electronic ink or "e-paper" display, a projector-based display, a holographic display, or another suitable display device. The display system 770 receives textual and graphical information and processes the information for output to a display device. The display system 770 may include multi-touch touchscreen input capabilities, such as capacitive touch detection, resistive touch detection, surface acoustic wave touch detection, or infrared touch detection. Such touchscreen input capabilities may or may not allow for variable pressure or force detection.

[0083]

[0089] Peripherals 780 may include any type of computer support device for adding additional functionality to a computer system. For example, peripheral device(s) 780 may include any one or more additional output devices of the types discussed with respect to output device(s) 750, any one or more additional input devices of the types discussed with respect to input device(s) 760, any one or more additional display systems of the types discussed with respect to display system 770, any one or more memory or mass storage devices or portable storage devices of the types discussed with respect to memory 720 or mass storage device 730 or portable storage device 740, modems, routers, antennas, wired or wireless transceivers, printers, barcode scanners, quick response ("QR") code scanners, magnetic stripes, or the like. The device may include an integrated circuit chip (ICC) card reader, such as a credit card reader, a smart card reader, or a EUROPAY®-MASTERCARD®-VISA® (EMV) chip card reader, a near field communication (NFC) reader, a document / image scanner, a visible light camera, a thermal / infrared camera, an ultraviolet sensing camera, a night vision camera, a light sensor, a phototransistor, a photoresistor, a thermometer, a thermistor, a battery, a power source, a proximity sensor, a laser range finder, a sonar transceiver, a radar transceiver, a lidar transceiver, a network device, a motor, an actuator, a pump, a conveyor belt, a robotic arm, a rotor, a drill, a chemical assay device, or any combination thereof.

[0084]

[0090] The components included in the computer system 700 of FIG. 7 may include those typically found in computer systems suitable for use with some aspects of the subject technology and may represent broad categories of such computer components well known in the art. However, the computer system 700 of FIG. 7 may be customized and specialized for the purposes discussed herein and to perform the various operations discussed herein using specialized hardware components, specialized configurations of hardware components, and / or specialized software. As such, the computer system 700 of FIG. 7 may be a personal computer, a handheld computing device, a phone ("smartphone" or otherwise), a mobile computing device, a workstation, a server (on a server rack or otherwise), a minicomputer, a mainframe computer, a tablet computing device, a wearable device (such as a watch, a ring, glasses, or another type of jewelry or clothing or accessory), a video game console (portable or otherwise), an e-book reader, a media player device (portable or otherwise), a vehicle-based computer, another type of computing device, or any combination thereof. The computer system 700 may, in some cases, be a virtual computer system executed by another computer system. The computers may also include different bus configurations, networked platforms, multi-processor platforms, and the like.A variety of operating systems may be used, including Unix, Linux, FreeBSD, FreeNAS, pfSense, Windows, Apple Macintosh OS ("MacOS"), Palm OS, Google Android, Google Chrome OS, Chromium OS, OPENSTEP, XNU, Darwin, Apple iOS, Apple tvOS, Apple watchOS, Apple audioOS, Amazon Fire OS, Amazon Kindle OS, any variation thereof, other suitable operating systems, or combinations thereof. Computer system 700 may also use a Basic Input / Output System (BIOS) or a Unified Extensible Firmware Interface (UEFI) as the layer on which the operating system(s) run.

[0085]

[0091] In some cases, computer system 700 may be part of a multi-computer system that uses multiple computer systems 700, each for one or more specific tasks or purposes. For example, a multi-computer system may include multiple computer systems 700 communicatively coupled together via at least one of a personal area network (PAN), a local area network (LAN), a wireless local area network (WLAN), a municipal area network (MAN), a wide area network (WAN), or some combination thereof. A multi-computer system may further include multiple computer systems 700 from different networks communicatively coupled together via the Internet (also known as a "distributed" system).

[0086]

[0092] Some aspects of the subject technology may be implemented in applications that may be operable using a variety of devices. A non-transitory computer-readable storage medium refers to any one or more media that participate in providing instructions to a central processing unit (CPU) for execution and may be used in memory 720, mass storage device 730, portable storage device 740, or some combination thereof. Such media may take many forms, including, but not limited to, non-volatile and volatile media, such as optical or magnetic disks and dynamic memory, respectively. Some forms of non-transitory computer-readable media include, for example, a floppy disk, a flexible disk, a hard disk, a magnetic tape, a magnetic strip / stripe, any other magnetic storage medium, a flash memory, a memristor memory, any other solid-state memory, a compact disk-read only memory (CD-ROM) optical disk, a re-writable compact disk (CD) optical disk, a digital video disk (DVD) optical disk, a Blu-ray disk (BDD) optical disk, a holographic optical disk, another optical medium, a secure digital (SD) card, a micro secure digital (microSD) card, a memory ... Stick cards, smart card chips, EMV chips, Subscriber Identity Module (SIM) cards, mini / micro / nano / pico SIM cards, another Integrated Circuit (IC) chip / card, Random Access Memory (RAM), Static RAM (SRAM), Dynamic RAM (DRAM), Read Only Memory (ROM), Programmable Read Only Memory (PROM), Erasable Programmable Read Only Memory (EPROM), Electrically Erasable Programmable Read Only Memory (EEPROM), Flash EPROM (FLASH® EPROM), cache memory (L1 / L2 / L3 / L4 / L5 / L6), Resistive Random Access Memory (PRAM / ReRAM), Phase Change Memory (PCM), Spin Transfer Torque RAM (STT-RAM), another memory chip or cartridge, or a combination thereof.

[0087]

[0093] Various forms of transmission media may be involved in carrying one or more sequences of one or more instructions to the processor 710 for execution. The bus 790 carries data to the system RAM or other memory 720, from which the processor 710 retrieves and executes the instructions. The instructions received by the system RAM or other memory 720 may optionally be stored on a fixed disk (mass storage device 730 / portable storage device 740) either before or after execution by the processor 710. Similarly, various forms of storage devices may be implemented, as well as network interfaces and network topologies necessary to implement the same.

[0088]

[0094] While the various flow diagrams provided and described above may show a particular order of operations performed by some embodiments of the subject technology, it should be understood that such order is illustrative. Alternative embodiments may perform operations in a different order, combine certain operations, duplicate certain operations, or any combination thereof. Unless otherwise disclosed, it should be understood that any process illustrated in any flow diagram herein or otherwise illustrated or described herein may be performed by the machines, mechanisms, and / or computing systems 700 discussed herein, and may be performed automatically (e.g., in response to one or more triggers / conditions described herein), autonomously, semi-autonomously (e.g., based on received instructions), or combinations thereof. Furthermore, any action described herein as occurring in response to one or more particular triggers / conditions should be understood to occur automatically in response to one or more particular triggers / conditions, as an option.

[0089]

[0095] The foregoing detailed description of the present technology has been presented for purposes of illustration and description. It is not intended to be exhaustive or to limit the present technology to the precise form disclosed. Many modifications and variations are possible in light of the above teachings. The described embodiments were selected to best explain the principles of the technology, its practical application, and to enable those skilled in the art to utilize the present technology in various embodiments and with various modifications as appropriate to the particular use contemplated. It is intended that the scope of the present technology be defined by the claims. The following is a summary of the claims as originally filed: [C1] 1. A method of context-aware caller redirection from a telephony environment to a messaging environment, the method comprising: receiving telephone communication information from a telephony system, the telephone communication information including a caller identifier corresponding to a caller device and a call context provided by the caller device during a telephone call between the caller device and the telephony system; selecting a selected messaging operator from a plurality of messaging operators based on the call context; generating a messaging interface for the selected messaging operator, the messaging interface including the caller identifier, the call context, and an input interface; receiving a caller message from the caller via a messaging service; updating the messaging interface to include the originator message in response to receiving the originator message; triggering transmission of an operator message to the caller device via the messaging service, the operator message being entered by the selected messaging operator via the input interface of the messaging interface; updating the messaging interface to include the operator message in response to triggering transmission of the operator message; A method comprising: [C2] The method of claim 1, further comprising triggering transmission of an introduction message to the caller device via the messaging service before receiving the caller message and before triggering transmission of the operator message, the messaging interface including the introduction message. [C3] The method of claim 2, wherein the introduction message is a previously determined message. [C4] The method of C2, further comprising generating at least a portion of the introduction message based on the telephony information. [C5] The method of C2, further comprising generating an estimated latency, wherein the introduction message includes the estimated latency. [C6] The method of claim 1, wherein selecting the selected messaging operator from a plurality of messaging operators based on the call context includes identifying that skills associated with the selected messaging operator match skills required according to the call context. [C7] The method of claim 1, wherein selecting the selected messaging operator from a plurality of messaging operators based on the call context includes identifying that a location associated with the selected messaging operator and a location associated with the call context are in the same predefined geographic area from a plurality of predefined geographic areas. [C8] receiving a request for estimated messaging latency from the telecommunications system; generating said estimated messaging latency; sending the estimated messaging latency to the telecommunications system, the telecommunications system communicating the estimated messaging latency to the caller device; The method of C1, further comprising: [C9] The method of C1, further comprising determining, based on the telephony information, that the caller device is a mobile phone device having at least one messaging software application associated with the messaging service. [C10] The method of claim 9, wherein the messaging service is a dedicated messaging service other than Short Messaging Service (SMS) and Multimedia Messaging Service (MMS), and determining that the caller device is a mobile phone device having at least one messaging software application associated with the messaging service includes sending a communication to the at least one messaging software application on the caller device and receiving a response to the communication. [C11] identifying an optimal messaging service among a plurality of messaging services, wherein the caller device includes a software application corresponding to the optimal messaging service, and the caller device allows the software application to output a notification to the caller; generating an introduction message based on the originator identifier; sending the introduction message to the caller device via the messaging service of choice and causing the software application to output a notification at the caller device corresponding to the introduction message; The method of C1, further comprising: [C12] The method of C1, wherein the messaging service is one of a Short Messaging Service (SMS) or a Multimedia Messaging Service (MMS). [C13] The method of C1, wherein the caller identifier is a telephone number associated with the caller device. [C14] generating an estimated wait time for said caller to be connected to a message operator via said messaging service; generating an estimated wait time for said caller to be connected to a telecommunications operator via said telecommunications service; identifying that the estimated wait time while the caller is connected to a telecommunications operator exceeds the estimated wait time while the caller is connected to a messaging operator by at least a threshold amount; The method of C1, further comprising: [C15] generating a context message based on an evaluation of at least one of the caller device or the call context; sending the context message to the telecommunications system; The method of C1, further comprising: [C16] 1. A system for context-aware caller redirection, comprising one or more servers, the system comprising: one or more communications receivers; one or more memory units for storing instructions; one or more processors; and execution of the instructions by the one or more processors causes the one or more processors to: receiving, using the one or more communications receivers, telephone communication information from a telecommunications system, the telephone communication information including a caller identifier corresponding to a caller device and a call context provided by the caller device during a telephone call between the caller device and the telecommunications system; selecting a selected messaging operator from a plurality of messaging operators based on the call context; generating a messaging interface for the selected messaging operator, the messaging interface including the caller identifier, the call context, and an input interface; receiving an originator message from the originator via a messaging service using the one or more communications receivers; and updating the messaging interface to include the originator message in response to receiving the originator message; triggering transmission of an operator message to the caller device via the messaging service, the operator message being entered by the selected messaging operator via the input interface of the messaging interface; updating the messaging interface to include the operator message in response to triggering transmission of the operator message; A system that allows the user to: [C17] The system described in C16, wherein execution of the instructions by the one or more processors causes the one or more processors to trigger sending of an introduction message to the caller device via the messaging service before receiving the caller message and before triggering sending of the operator message, the messaging interface including the introduction message, and the introduction message based on the telephone communication information. [C18] The system of C16, further comprising a data store identifying skills corresponding to each of the plurality of messaging operators, and selecting the selected messaging operator from the plurality of messaging operators based on the call context includes identifying that skills corresponding to the selected messaging operator in the data store match skills required according to the call context. [C19] and one or more transmitters, wherein execution of the instructions by the one or more processors causes the one or more processors to: generating an estimated messaging latency; transmitting the estimated messaging latency to the telecommunications system using the one or more transmitters; and The system according to C16, further comprising: [C20] A non-transitory computer readable storage medium having a program embodied thereon, the program being executable by a processor to perform a method for context-aware caller redirection from a telephony environment to a messaging environment, the method comprising: receiving telephone communication information from a telephony system, the telephone communication information including a caller identifier corresponding to a caller device and a call context provided by the caller device during a telephone call between the caller device and the telephony system; selecting a selected messaging operator from a plurality of messaging operators based on the call context; generating a messaging interface for the selected messaging operator, the messaging interface including the caller identifier, the call context, and an input interface; receiving a caller message from the caller via a messaging service; updating the messaging interface to include the originator message in response to receiving the originator message; triggering transmission of an operator message to the caller device via the messaging service, the operator message being entered by the selected messaging operator via the input interface of the messaging interface; updating the messaging interface to include the operator message in response to triggering transmission of the operator message; A non-transitory computer-readable storage medium comprising:

Claims

1. 1. A method of context-aware caller redirection from a telephony environment to a messaging environment, the method comprising: receiving telephone communication information from a telephony system, the telephone communication information including a call context provided by the caller device during a telephone call between the caller device and the telephony system; identifying a messaging operator based on the call context; sending the call context to a messaging device associated with the messaging operator in response to identifying the messaging operator; initiating a messaging connection via a messaging service between the caller device and the messaging device, the messaging service communicating one or more caller messages from the caller device to the messaging device via the messaging connection, and the messaging service communicating one or more operator messages from the messaging device to the caller device via the messaging connection; A method comprising:

2. 2. The method of claim 1, further comprising triggering transmission of an introductory message to the caller device via the messaging service prior to initiating the messaging connection between the messaging device associated with the messaging operator and the caller device.

3. The method of claim 2 , wherein the introductory message includes communication context or messages during a previous conversation.

4. The method of claim 2 , further comprising generating at least a portion of the introduction message based on the telephony information.

5. The method of claim 2 , further comprising generating an estimated wait time, wherein the introduction message includes the estimated wait time.

6. 2. The method of claim 1, wherein identifying the messaging operator based on the call context includes identifying the messaging operator based on a match between skills associated with the messaging operator and skills required according to the call context.

7. The method of claim 1 , wherein identifying the messaging operator based on the call context is based on a location associated with the messaging operator being in the same geographic area as a location associated with the call context.

8. The method of claim 1 , wherein identifying the messaging operator comprises selecting the messaging operator from a plurality of messaging operators based on the call context.

9. receiving a request from the telecommunications system for an estimated messaging latency associated with the messaging service; generating the estimated messaging latency based on information associated with the messaging operator; sending the estimated messaging latency to the telecommunications system, the telecommunications system communicating the estimated messaging latency to the caller device; The method of claim 1 further comprising:

10. The method of claim 1 , further comprising determining that the caller device has stored a messaging software application associated with the messaging service.

11. 11. The method of claim 10, wherein determining that the caller device has stored the messaging software application associated with the messaging service includes initiating sending a communication to the caller device using the messaging service and receiving a confirmation that the communication has arrived.

12. The method of claim 10, further comprising the caller device determining that the messaging software application associated with the messaging service allows notifications to be output to the caller device.

13. The method of claim 1 , wherein the messaging service includes at least one of a Short Messaging Service (SMS), a Multimedia Messaging Service (MMS), and a Rich Messaging Service (RMS).

14. 2. The method of claim 1, further comprising: transmitting a caller identifier corresponding to the caller device to the messaging device associated with the messaging operator, the telecommunication information including the caller identifier, the caller identifier including at least one of a phone number associated with the caller device and a name associated with the caller device.

15. Identifying an estimated telephony latency while the caller device is connected to a telecommunications operator via the telecommunications system; identifying an estimated messaging latency while the caller device is connected to the messaging operator via the messaging service based on information associated with the messaging operator; notifying the caller device of at least one of the estimated telephony latency and the estimated messaging latency; The method of claim 1 further comprising:

16. 1. A system for context-aware caller redirection, comprising one or more servers, the system comprising: one or more communications receivers; one or more memory units for storing instructions; one or more processors; and execution of the instructions by the one or more processors causes the one or more processors to: receiving, using the one or more communications receivers, telephone communication information from a telecommunications system, the telephone communication information including a call context provided by the caller device during a telephone call between the caller device and the telecommunications system; identifying a messaging operator based on the call context; transmitting, using the one or more communications receivers, the call context to a messaging device associated with the messaging operator in response to identifying the messaging operator; initiating a messaging connection via a messaging service between the caller device and the messaging device, the messaging service communicating one or more caller messages from the caller device to the messaging device via the messaging connection, and the messaging service communicating one or more operator messages from the messaging device to the caller device via the messaging connection; A system that allows the user to:

17. Execution of the instructions by the one or more processors causes the one or more processors to:

17. The system of claim 16, further comprising: triggering the sending of an introductory message to the caller device via the messaging service prior to initiating the messaging connection between the messaging device associated with the messaging operator and the caller device.

18. Execution of the instructions by the one or more processors causes the one or more processors to:

20. The system of claim 16, further comprising determining that the caller device has stored a messaging software application associated with the messaging service.

19. Execution of the instructions by the one or more processors causes the one or more processors to: identifying an estimated telephony latency while the caller device is connected to a telecommunications operator via the telecommunications system; identifying an estimated messaging latency while the caller device is connected to the messaging operator via the messaging service based on information associated with the messaging operator; notifying the caller device of at least one of the estimated telephony latency and the estimated messaging latency; The system of claim 16 , further comprising:

20. A non-transitory computer readable storage medium having a program embodied thereon, the program being executable by a processor to perform a method for context-aware caller redirection from a telephony environment to a messaging environment, the method comprising: receiving telephone communication information from a telephony system, the telephone communication information including a call context provided by the caller device during a telephone call between the caller device and the telephony system; identifying a messaging operator based on the call context; sending the call context to a messaging device associated with the messaging operator in response to identifying the messaging operator; initiating a messaging connection via a messaging service between the caller device and the messaging device, the messaging service communicating one or more caller messages from the caller device to the messaging device via the messaging connection, and the messaging service communicating one or more operator messages from the messaging device to the caller device via the messaging connection; A non-transitory computer-readable storage medium comprising:

21. The system of claim 17 , wherein the introductory message includes communication context or messages from a previous conversation.

22. Execution of the instructions by the one or more processors causes the one or more processors to:

20. The system of claim 17, further comprising: generating at least a portion of the introductory message based on the telephony information.

23. 20. The system of claim 17, wherein execution of the instructions by the one or more processors further causes the one or more processors to: generate an estimated latency time, and wherein the introduction message includes the estimated latency time.

24. 17. The system of claim 16, wherein identifying the messaging operator based on the call context includes identifying the messaging operator based on a match between skills associated with the messaging operator and skills required according to the call context.

25. 20. The system of claim 16, wherein identifying the messaging operator based on the call context is based on a location associated with the messaging operator being in the same geographic area as a location associated with the call context.

26. The system of claim 16 , wherein identifying the messaging operator comprises selecting the messaging operator from a plurality of messaging operators based on the call context.

27. Execution of the instructions by the one or more processors causes the one or more processors to: receiving a request from the telecommunications system for an estimated messaging latency associated with the messaging service; generating the estimated messaging latency based on information associated with the messaging operator; sending the estimated messaging latency to the telecommunications system, the telecommunications system communicating the estimated messaging latency to the caller device; The system of claim 16 , further comprising:

28. 20. The system of claim 18, wherein determining that the caller device has stored the messaging software application associated with the messaging service includes initiating sending a communication to the caller device using the messaging service and receiving a confirmation that the communication has arrived.

29. 30. The system of claim 28, wherein the confirmation that the communication has arrived is a response to the communication.

30. Execution of the instructions by the one or more processors causes the one or more processors to:

20. The system of claim 18, further comprising: determining whether the caller device is permitted to allow the messaging software application associated with the messaging service to output a notification to the caller device.

31. 17. The system of claim 16, wherein the messaging service includes at least one of a Short Messaging Service (SMS), a Multimedia Messaging Service (MMS), and a Rich Messaging Service (RMS).

32. Execution of the instructions by the one or more processors causes the one or more processors to:

17. The system of claim 16, further comprising: transmitting a caller identifier corresponding to the caller device to the messaging device associated with the messaging operator, the telecommunication information including the caller identifier, the caller identifier including at least one of a phone number associated with the caller device and a name associated with the caller device.

33. The system of claim 16 , wherein the telephony information includes a caller identifier corresponding to the caller device.

34. 34. The system of claim 33, wherein the caller identifier comprises a telephone number associated with the caller device.

35. Execution of the instructions by the one or more processors causes the one or more processors to: identifying an estimated telephony latency while the caller device is connected to a telecommunications operator via the telecommunications system; identifying an estimated messaging latency while the caller device is connected to the messaging operator via the messaging service based on information associated with the messaging operator; identifying when the estimated telephony latency exceeds the estimated messaging latency by at least a threshold amount; The system of claim 16 , further comprising:

36. Execution of the instructions by the one or more processors causes the one or more processors to: generating a user context based on an evaluation of at least one of the caller device or the call context; sending said user context to said telecommunications system; The system of claim 16 , further comprising:

37. Execution of the instructions by the one or more processors causes the one or more processors to: selecting the messaging service from a plurality of messaging services prior to initiating the messaging connection via the messaging service; The system of claim 16 , further comprising:

38. Initiating the messaging connection via the messaging service includes: generating a messaging interface for the messaging operator, the messaging interface including the call context and an input interface; receiving a caller message from the caller device via the messaging service; updating the messaging interface to include the originator message in response to receiving the originator message; triggering the sending of an operator message to the caller device via the messaging service, the operator message being entered by the messaging operator via the input interface of the messaging interface; updating the messaging interface to include the operator message in response to triggering transmission of the operator message; The system of claim 16, comprising:

39. 17. The system of claim 16, wherein sending the call context to the messaging device associated with the messaging operator includes sending the call context to the messaging device associated with the messaging operator via the messaging connection through the messaging service.

40. The method of claim 11 , wherein the confirmation that the communication has arrived is a response to the communication.

41. The method of claim 1 , wherein the telephony information includes a caller identifier corresponding to the caller device.

42. 42. The method of claim 41, wherein the caller identifier comprises a telephone number associated with the caller device. identifying an estimated telecommunications latency while the caller device is connected to a telecommunications operator via the telecommunications system; identifying an estimated messaging latency while the caller device is connected to the messaging operator via the messaging service based on information associated with the messaging operator; identifying when the estimated telephony latency exceeds the estimated messaging latency by at least a threshold amount; The method of claim 1 further comprising:

44. generating a user context based on an evaluation of at least one of the caller device or the call context; sending said user context to said telecommunications system; The method of claim 1 further comprising:

45. selecting the messaging service from a plurality of messaging services prior to initiating the messaging connection via the messaging service; The method of claim 1 further comprising:

46. Initiating the messaging connection via the messaging service includes: generating a messaging interface for the messaging operator, the messaging interface including the call context and an input interface; receiving a caller message from the caller device via the messaging service; updating the messaging interface to include the originator message in response to receiving the originator message; triggering the sending of an operator message to the caller device via the messaging service, the operator message being entered by the messaging operator via the input interface of the messaging interface; updating the messaging interface to include the operator message in response to triggering transmission of the operator message; The method of claim 1 , comprising:

47. 2. The method of claim 1, wherein sending the call context to the messaging device associated with the messaging operator comprises sending the call context to the messaging device associated with the messaging operator via the messaging connection through the messaging service.

48. The method comprises:

21. The non-transitory computer-readable storage medium of claim 20, further comprising triggering transmission of an introductory message to the caller device via the messaging service prior to initiating the messaging connection between the messaging device associated with the messaging operator and the caller device.

49. 49. The non-transitory computer-readable storage medium of claim 48, wherein the introductory message includes communication context or messages during a previous conversation.

50. The method comprises:

49. The non-transitory computer-readable storage medium of claim 48, further comprising generating at least a portion of the introduction message based on the telephony information.

51. The method comprises:

49. The non-transitory computer-readable storage medium of claim 48, further comprising generating an estimated latency, wherein the introduction message includes the estimated latency.

52. 21. The non-transitory computer-readable storage medium of claim 20, wherein identifying the messaging operator based on the call context includes identifying the messaging operator based on a match between skills associated with the messaging operator and skills required according to the call context.

53. 21. The non-transitory computer-readable storage medium of claim 20, wherein identifying the messaging operator based on the call context is based on a location associated with the messaging operator being in the same geographic area as a location associated with the call context.

54. 21. The non-transitory computer-readable storage medium of claim 20, wherein identifying the messaging operator comprises selecting the messaging operator from a plurality of messaging operators based on the call context.

55. The method comprises: receiving a request from the telecommunications system for an estimated messaging latency associated with the messaging service; generating the estimated messaging latency based on information associated with the messaging operator; sending the estimated messaging latency to the telecommunications system, the telecommunications system communicating the estimated messaging latency to the caller device; 21. The non-transitory computer-readable storage medium of claim 20, further comprising:

56. The method comprises:

21. The non-transitory computer-readable storage medium of claim 20, further comprising determining that the caller device has stored a messaging software application associated with the messaging service.

57. 57. The non-transitory computer-readable storage medium of claim 56, wherein determining that the caller device has stored the messaging software application associated with the messaging service includes initiating sending a communication to the caller device using the messaging service and receiving a confirmation that the communication has arrived.

58. 58. The non-transitory computer-readable storage medium of claim 57, wherein the confirmation that the communication has arrived is a response to the communication.

59. The method comprises:

57. The non-transitory computer-readable storage medium of claim 56, further comprising the caller device determining to allow the messaging software application associated with the messaging service to output a notification to the caller device.

60. 21. The non-transitory computer-readable storage medium of claim 20, wherein the messaging service includes at least one of a Short Messaging Service (SMS), a Multimedia Messaging Service (MMS), and a Rich Messaging Service (RMS).

61. The method comprises:

21. The non-transitory computer-readable storage medium of claim 20, further comprising: sending a caller identifier corresponding to the caller device to the messaging device associated with the messaging operator, the telecommunication information including the caller identifier, the caller identifier including at least one of a phone number associated with the caller device and a name associated with the caller device.

62. The method comprises: identifying an estimated telephony latency while the caller device is connected to a telecommunications operator via the telecommunications system; identifying an estimated messaging latency while the caller device is connected to the messaging operator via the messaging service based on information associated with the messaging operator; notifying the caller device of at least one of the estimated telephony latency and the estimated messaging latency; 21. The non-transitory computer-readable storage medium of claim 20, further comprising:

63. 21. The non-transitory computer-readable storage medium of claim 20, wherein the telephony information includes a caller identifier corresponding to the caller device.

64. 64. The non-transitory computer-readable storage medium of claim 63, wherein the caller identifier comprises a telephone number associated with the caller device.

65. The method comprises: identifying an estimated telephony latency while the caller device is connected to a telecommunications operator via the telecommunications system; identifying an estimated messaging latency while the caller device is connected to the messaging operator via the messaging service based on information associated with the messaging operator; identifying when the estimated telephony latency exceeds the estimated messaging latency by at least a threshold amount; 21. The non-transitory computer-readable storage medium of claim 20, further comprising:

66. The method comprises: generating a user context based on an evaluation of at least one of the caller device or the call context; sending said user context to said telecommunications system; 21. The non-transitory computer-readable storage medium of claim 20, further comprising:

67. The method comprises: selecting the messaging service from a plurality of messaging services prior to initiating the messaging connection via the messaging service; 21. The non-transitory computer-readable storage medium of claim 20, further comprising:

68. Initiating the messaging connection via the messaging service includes: generating a messaging interface for the messaging operator, the messaging interface including the call context and an input interface; receiving a caller message from the caller device via the messaging service; updating the messaging interface to include the originator message in response to receiving the originator message; triggering the sending of an operator message to the caller device via the messaging service, the operator message being entered by the messaging operator via the input interface of the messaging interface; updating the messaging interface to include the operator message in response to triggering transmission of the operator message; 21. The non-transitory computer-readable storage medium of claim 20, comprising:

69. 21. The non-transitory computer-readable storage medium of claim 20, wherein sending the call context to the messaging device associated with the messaging operator comprises sending the call context to the messaging device associated with the messaging operator via the messaging connection through the messaging service.

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