Abstract: 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.

Abstract: 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.