American Express Travel Related Services Company, Inc.

Sibish Basheer

John G Bruno

Ashish Kumar

Sathish B Muthukrishnan

Stuart Rolinson

Sastry V S M Durvasula

Priyadarshini Koul

Premkumar Manivannan

Nageshwara R Chirravuri

Varun Sood

Sohail Zafar

Mariswaran Balasubramanian

Ravi Govindasamy

Christian Baker

Embodiments for intelligently matching a user to an agent for a communication session are disclosed. In one example, a system that comprises a computing device that is configured to initiate a first communication session with a first agent client device and generate interaction data associated with the user from the first communication session. A user segment classification is determined for a user account. A user request is received to initiate a second communication. The computing device identifies an agent account of a second agent to participate in the second data communication session. T second communication session is initiated between a client device and a second agent client device associated with the agent account.

Intelligent matching of a user to an agent for a communication session

Embodiments for intelligently matching a user to an agent for a communication session are disclosed. In one example, a system that comprises a computing device with a processor and a memory. The system also includes machine-readable instructions stored in the memory, that when executed, cause the computing device to at least receive a request from a client device to communicate with an agent. The request is associated with a user account. Interaction data associated with the user account is identified. User scores for the user account are determined based on the interaction data. A user segment for the user account is determined based on the user scores. The system identifies an agent to participate in the communication session based on the agent being associated with the user segment and establishes the communication session between an agent client device of the agent and the client device.

Disclosed are various embodiments for establishing a connection between a client device and a third-party entity device and providing services associated with a third-party entity to the client device according to user-defined access permissions. A context environment can be determined according to user data and third-party entity data. Services available to the user device can be selected according to the context environment, the user-defined access permissions and third-party defined instructions. Upon selecting the services, the services are provided to the client device and a connection between the client device and a third-party entity device can be established.

Providing services according to a context environment and user-defined access permissions

A multi-profile chat system may receive a chat request comprising a user identifier and chat data. The system may process the chat data to determine a chat profile request, a request topic, and/or a request sentiment. The system may retrieve a user profile and/or a user chat record based on the user identifier. The system may determine a chat profile based on the chat profile request, the request topic, the request sentiment, the user profile, and/or the user chat record. The system may generate a chat response based on the chat request and the chat profile.

Multi-profile chat environment

A chat system implementing AI-based support chat profiles may receive and process one or more user chat inputs from a user terminal. The chat system may select a support chat profile based on the processed user chat input. The chat system may generate one or more AI chat responses based on the processed user chat input and the support chat profile. The chat system may determine a confidence level of each AI chat response. The chat system may generate a support response. In response to the confidence level of the AI chat response being greater than a predetermined level, the support response may be generated to comprise the AI chat response.

Support chat profiles using AI

A method comprises receiving, by a computer-based system for processing a transaction, a notification that a transaction account holder has taken an action, taking, in near real time, an action in response to the action taken by the transaction account holder, and/or communicating with a web-client associated with the transaction account holder in response to the action taken by the transaction account holder. The communicating with the web-client may occur in near real time.

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Phoenix, AZ, United States of America

Sibish Basheer