Paypal, Inc.

Swati Baradia

Rahul Nair

Billy Henry Runyan

Liang Xi

Ramakrishna Rosanuru

Linu Varghese

Koteswara Pathuri

Khushboo D Jaiswal

A mid-tier messaging system receives a request to initiate a communication session via a first messaging channel that includes a first messaging interface of a first messaging application provided at a user device and a first message provider of a plurality of message providers. The mid-tier messaging system establishes a first session that is mapped to the communication session. The mid-tier messaging system establishes the communication, using the first session, between the first messaging interface and the first message provider. The mid-tier messaging system provides, through the first session, first message communications between the first message provider and the first messaging interface. The mid-tier messaging system seamlessly switches to a second message provider service when the first message provider service cannot service an intent of the first communication session.

Mid-tier messaging system

There is provided systems and method for intelligent channel steering based on dynamically determined intents during channel interactions. A user may contact an organization, such as an online service or payment provider through a first communication channel in order to seek assistance or resolution with some help query or request. The organization's system may dynamically prioritize the user's intent when submitting the help request and based on the user's actions during the communications. The system may further present other communication channels that may assist the user in resolving their help request. The user may be steered to one or more of those channels. When navigating between channels a data object may be generated in the first channel that tracks the user's intent, actions, and steps taken to resolution, which may be transferred between channels and translated to a code or scripting language handled by the other channel.

Intelligent channel steering based on dynamically determined intents during channel interactions

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San Jose, CA, United States of America

Swati Baradia