Triggering user interaction workflows over an alternative channel

Abstract

Aspects of the present disclosure are directed to receiving a user phone call and triggering user interactions via an alternative channel in response to the user phone call. Users may call an account service provider with issues related to a user account. To service such a call, the account service provider may prompt the user for information. This information can be analyzed to determine whether the conditions for the user's call are aligned with a shift to a more efficient alternative channel. For example, a guided user workflow via a webpage, application, chat agent, etc. may represent a more efficient deployment of organizational resources. When such conditions are aligned, the account service provider may trigger a selected user interaction workflow for the user call via an alternative channel. The user interaction workflow can comprise a guided workflow that is configured to resolve the user's issue related to the call.