Methods and systems for providing semantic meaning to data items in a data warehouse are disclosed. A data graph specification written in a configuration language is received. The data graph specification defines a plurality of data entities and relationships between the data entities. The received data graph specification is parsed to generate an object representation of the data graph. A schema of a data warehouse is validated against the object representation of the data graph. One or more queries based on the object representation of the data graph.
Methods and systems for minimizing disruption when changes to a data graph are detected are disclosed. A data graph is continuously monitored for one or more changes to entities or relationships within a data warehouse. Based on a detection of the one or more changes, each of the one or more changes is categorized as either breaking or non-breaking based on one or more criteria pertaining to stability or data integrity. One or more modifications to the data graph or the data warehouse are executed to accommodate the one or more identified changes, wherein the one or more modifications are executed using an algorithm optimized to minimize disruption or enhance data processing efficiency.
Described are systems, methods, and computer-readable storage mediums for processing an event that is detected on a client device. The event is processed at a first data stream corresponding to a first branch of an event processing timeline. The processing of the event at the first data stream includes performing initial processing and initial data enrichment of data associated with the event. After the initial processing and data enrichment, the event is processed at a second data stream corresponding to a second branch of the event processing timeline in parallel with the processing of the event at the first data stream. The processing of the event at the second data stream includes performing additional initial data processing and additional data enrichment of the data associated with the event. The additional initial data processing and the additional data enrichment is specific to a destination associated with the event. After the additional initial data processing and the additional data enrichment, the event is conditionally forwarded to the destination associated with the second branch.
Described are systems, methods, and computer-readable storage mediums for processing an event that is detected on a client device. The event is processed at a first data stream corresponding to a first branch of an event processing timeline. The processing of the event at the first data stream includes performing initial processing and initial data enrichment of data associated with the event. After the initial processing and data enrichment, the event is processed at a second data stream corresponding to a second branch of the event processing timeline in parallel with the processing of the event at the first data stream. The processing of the event at the second data stream includes performing additional initial data processing and additional data enrichment of the data associated with the event. The additional initial data processing and the additional data enrichment is specific to a destination associated with the event. After the additional initial data processing and the additional data enrichment, the event is conditionally forwarded to the destination associated with the second branch.
A request to import a software module into an application having a graphical user interface (GUI) is received from a client device and by a software as a service (SaaS) platform. The software module is to modify the GUI of the application and written in a first format. A request to modify the software module is received via an application programming interface (API) call of a declarative API. The request identifies a software module modification written in a second format. The GUI of the application is provided for presentation based at least on the application and the software module modification in the second format.
Methods and systems for scaling out real-time computations are disclosed. A stream of event data associated with a plurality of users is received. A set of event-based aggregations to be computed for the plurality of users is determined based on the received stream of event data. User information for the plurality of users is stored in a state store. Computation of the determined set of event-based aggregations is dynamically scaled out using the stored user information. The set of event-based aggregations is computed for the plurality of users from the received stream of event data using the dynamically scaled out computation. The computed event-based aggregations for the plurality of users are stored in the state store.
Methods and systems for using a cloud-managed state store are disclosed. A stream of data is received via a network. State information for a real-time computation workload is stored in a cloud-managed state store. The real-time computation workload is scaled out by utilizing the cloud-managed state store to retrieve state information. The stream of data is processed using a processing engine and utilizing the retrieved state information from the cloud-managed state store. Results of processing the stream of data are stored in the cloud-managed state store.
42 - Scientific, technological and industrial services, research and design
Goods & Services
(1) Platform as a service (PAAS) featuring computer software platforms for software tools for developers that make it simple to embed password-less authentication methods in their mobile applications and websites; Providing temporary use of on-line non-downloadable software development tools; Software design and development
9.
MESSAGING VIA MULTIPLE COMMUNICATION CHANNELS USING PRECONFIGURED CONTENT RESOURCES OF A SOFTWARE AS A SERVICE PLATFORM
A first request to send a text message to a recipient device via a communication channel of multiple communication channels available via a software-as-a-service (SaaS) platform is received at the SaaS platform via a first application programming interface (API) call and from a client device. A content template configured in a first format that is translatable to multiple second formats that each are compatible with one of the communication channels is obtained responsive to receiving the first request. The text message is prepared by translating at least part of the content template in the first format to a respective second format compatible with the communication channel. The prepared text message is sent to the recipient device via the communication channel.
A first request to create a content template for messages to be sent via communications channels via a software-as-a-service (SaaS) platform is received via a first application programming interface (API) call. The content template is created responsive to the first request. A second request to verify whether message content specified by the content template is approved to be sent using a first communication channel of the communication channels is received. A result of a verification indicating whether the message content is approved to be sent using the first communication channel is provided.
A method for managing conversation history in an Al system is disclosed. A user message is received and full conversation history payload is retrieved from a memory service. The full conversation history payload includes one or more messages, summaries, or moments. A prompt budget is dynamically allocated, based on an available context window. The prompt budget determines token allocations for the messages, summaries, or moments from the full conversation history payload. A prompt is assembled for a language model by selecting conversation history elements to fit within the allocated prompt budget. The selecting balances between recent verbatim messages, summarized content of older messages, and relevant older moments. The prompt budget is iteratively adjusted and the prompt is iteratively reassembled as new information is added, from one or more language model outputs or tool calls, while maintaining the full conversation history payload in the memory service.
A text message of a text messaging conversation between the end user device and a first client device associated with a first user account of the SaaS platform is sent by a software as a service (SaaS) platform and to an end user device. Information associated with the text messaging conversation is stored at a text messaging conversation data record. A voice call is received from the end user device by the SaaS platform. The text messaging conversation data record is searched to identify the information associated with the text messaging conversation responsive to receiving the voice call. The voice call is placed to the first client device based on the identified information associated with the text messaging conversation.
Various embodiments include systems, methods, and non-transitory computer-readable media for managing data. Consistent with these embodiments, a method includes receiving a message that includes a delivery status of an event; generating a value of a count accumulator based on the receiving of the message; transmitting the message to a storage unit; identifying an offset that corresponds to the message; and writing, in a single transaction, the offset and the value of the count accumulator in a report database.
A method of providing support at a server for GUI development is disclosed. At least a portion of a query is received from the client system. It is determined that a first field of a plurality of fields corresponding to a specified custom object type is to be resolved using a data item stored in a first server-side data store of the plurality of server-side data stores. It is determined that a second field of the plurality of fields corresponding to the specified custom object type is to be resolved using a data item stored in a second server-side data store of the plurality of server-side data stores. The data item stored in the first server-side data store is aggregated with the data item stored in the second server-side data store into a response to at least a portion of a query for sending to a client system.
Described herein is a presence service for a cloud-based contact center platform that is designed to facilitate communications between customers and agents over a variety of communication channels. The presence service is designed with a two-layer architecture. A first layer uses a highly scalable, low latency memory cache to store a high volume of message-related data for tracking the temporal connectivity status of agents. When a connection status change is detected for an agent, the first layer publishes an event message to a queue of a distributed streaming message service. The second layer receives and processes the message to update the online/offline status of the agent in a system of record.
G06F 12/0864 - Addressing of a memory level in which the access to the desired data or data block requires associative addressing means, e.g. caches using pseudo-associative means, e.g. set-associative or hashing
16.
YSTEM AND METHOD FOR PROCESSING TELEPHONY SESSIONS
In one embodiment, the method of processing telephony sessions includes: communicating with an application server using an application layer protocol; processing telephony instructions with a call router; and creating call router resources accessible through a call router Application Programming Interface (API). In another embodiment, the system for processing telephony sessions includes: a call router, a URI for an application server, a telephony instruction executed by the call router, and a call router API resource.
H04L 9/06 - Arrangements for secret or secure communicationsNetwork security protocols the encryption apparatus using shift registers or memories for blockwise coding, e.g. D.E.S. systems
H04L 9/32 - Arrangements for secret or secure communicationsNetwork security protocols including means for verifying the identity or authority of a user of the system
Various embodiments include systems, methods, and non-transitory computer-readable media for managing data using persistent storage. Consistent with these embodiments, a method includes receiving a write request that includes a value and a key; processing the write request, the processing of the write request including generating a message that includes the value; transmitting the message to an external system for storage of the value; generating an index based on a mapping of the key to an offset; and storing the value and the index in a local persistent storage.
G06F 12/0804 - Addressing of a memory level in which the access to the desired data or data block requires associative addressing means, e.g. caches with main memory updating
G06F 12/14 - Protection against unauthorised use of memory
18.
SYSTEM AND METHOD FOR DETERMINING AND COMMUNICATING PRESENCE INFORMATION
A system and method for communicating presence information that can include at a first server of a communication platform, receiving an authorization token of a first client application; verifying at least one permission associated with the authorization token; registering a presence status of the first client application upon verifying the at least one permission of the authorization token; at a second server of the communication platform, accepting an incoming communication request; retrieving communication instructions according to the incoming communication request; identifying an instruction to communicate with a communication destination of the first client application; accessing the presence status resource of the first client application; establishing communication with the first client application according to the accessed presence status resource.
A context schema characterizing a context associated with an application is received by a processing device. The context schema specifies one or more context attributes. Each context attribute identifies a respective context element of the context associated with the application. A context item comprising one or more values is received. Each value corresponds to a respective context attribute of the one or more context attributes. The context item is validated against the context schema. Responsive to determining that the context item conforms to the context schema, the context item is stored in a context store.
A machine is configured to access an authoritative database of data fields, where each data field has a corresponding authoritative value and a corresponding update time. The machine accesses a propagation time that was last updated in response to a most recent propagation of updated authoritative values from the authoritative database to a recipient database. The machine performs a database join that joins only any unpropagated authoritative values having update times that exceed the propagation time to corresponding reference checksums of corresponding data fields. The machine generates candidate checksums of only the corresponding data fields whose unpropagated authoritative values have update times that exceed the propagation time. The machine propagates, from the authoritative database to the recipient database, the unpropagated authoritative values, and the machine replaces the reference checksums with the generated candidate checksums.
G06F 16/25 - Integrating or interfacing systems involving database management systems
G06F 16/27 - Replication, distribution or synchronisation of data between databases or within a distributed database systemDistributed database system architectures therefor
21.
METHOD FOR PROCESSING TELEPHONY SESSIONS OF A NETWORK
A method for processing telephony sessions of a network including at least one application server and a call router, the method including the steps of assigning a primary Uniform Resource Identifier (URI) and at least a secondary URI to an application; mapping a telephony session to the primary URI; communicating with the application server designated by the primary URI using an application layer protocol; receiving telephony instructions from the application server and processing the telephony instructions with the call router; detecting an application event; and upon detecting the application event, communicating with the application server designated by the secondary URI.
In one aspect, a distributed security-testing infrastructure is used for attack-tree modeling for penetration testing. An API framework, fully distributed and scalable, is used to access the attack-tree modeling based on attack trees, or decision trees, to emulate attacker behavior and decisions taken during an attack. The API framework allows developers to implement the security tools into existing software to perform actions based on desired conditions as defined by the nodes of the attack tree. For example, APIs can be used along with if/else-type statements to create advanced threat models that react based on given conditions to test multiple paths through the attack tree. Nodes of the attack tree are configured to perform actions based on the output of previous attacks in other nodes. This flexible design allows for the easy modification of the threat modeling system to test new scenarios.
G06F 21/57 - Certifying or maintaining trusted computer platforms, e.g. secure boots or power-downs, version controls, system software checks, secure updates or assessing vulnerabilities
Various embodiments include systems, methods, and non-transitory computer-readable media for managing data. Consistent with these embodiments, a method includes identifying a data record from a database; converting the data record into a data object; partitioning the data object into a plurality of files; generating a plurality of events based on the plurality of files; and causing the plurality of events to be transmitted to a destination.
G06F 11/07 - Responding to the occurrence of a fault, e.g. fault tolerance
G06F 11/14 - Error detection or correction of the data by redundancy in operation, e.g. by using different operation sequences leading to the same result
G06F 16/25 - Integrating or interfacing systems involving database management systems
G06F 16/27 - Replication, distribution or synchronisation of data between databases or within a distributed database systemDistributed database system architectures therefor
24.
OPTIMIZED MESSAGE ROUTING BY COMMUNICATION SERVICES PLATFORM
An example method of selecting message routing providers based on message delivery data includes: receiving message delivery data characterizing message delivery by a plurality of message routing providers to a specified destination network; and determining, based on the message delivery data, an allocation of outgoing messages to message routing providers, the allocation satisfying a cost-based criterion and a performance-based criterion for delivery of messages originated by a message originating entity that has not provided at least part of the message delivery data.
An example method of dynamically distributing messaging resources in a software-as-a service (SaaS) platform includes: allocating, to each client of a plurality of client, a respective portion of a messaging resource quota; receiving, from a first client of the plurality of clients, a request to forward a first message to a specified destination; identifying, among a plurality of queues associated with the plurality of clients, a subset of queues associated with the first client; queuing the first message into a first queue of the subset of queues associated with the first client; assigning, to each queue of the plurality of queues, a score reflecting a respective client portion of the messaging resource quota; retrieving a plurality of messages from the plurality of queues in order of respective scores associated with each queue of the plurality of queues; and forwarding the plurality of messages to their respective destinations.
A role-based access control method and system provide for receiving a request to provide access to a resource, identifying an identity associated with the request, classifying the URI into a permission that allows access to the resource, generating a graph representing the one or more granted permissions, and authorizing the request including traversing the graph to determine that the first permission is included in the one or more granted permissions.
H04L 47/762 - Admission controlResource allocation using dynamic resource allocation, e.g. in-call renegotiation requested by the user or requested by the network in response to changing network conditions triggered by the network
An example method of analyzing messaging content includes: receiving first messaging content comprising a first plurality of messages originated by a specified message-originating entity; determining, for each subset of the first messaging content corresponding to a respective use case, a respective baseline; receiving second messaging content comprising a second plurality of messages originated by the specified message-originating entity; classifying the second messaging content into respective one or more portions corresponding to one or more use cases associated with the specified message-originating entity; comparing each portion of the second messaging content to a baseline associated with a corresponding use case; responsive to determining that a value of a metric reflecting a difference between a portion of the second messaging content and a baseline associated with a corresponding use case exceeds a corresponding maximum allowable variability threshold, performing a remedial action with respect to the portion of the second messaging content.
H04L 51/063 - Content adaptation, e.g. replacement of unsuitable content
H04L 51/02 - User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
H04L 51/212 - Monitoring or handling of messages using filtering or selective blocking
28.
UPDATE COMPLIANCE INFORMATION WHILE IN PROVISIONAL STATE
Disclosed are systems, methods, and computer-readable media for ensuring that one or more compliance information bundles associated with one or more end-point identifiers maintain compliance with one or more regulations. It is detected that a rules engine has been updated with a new regulation. Based on an identification that one or more compliance information bundles associated with the one or more end-point identifiers will not be compliant with the new regulation after an expiration of a grace period associated with the new regulation, a status associated with each one or more compliance information bundles is changed to a provisionally-approved status. The changing of the status associated with each of the one or more compliance information bundles to the provisionally-approved status causes each of the one or more compliance information bundles to be treated, temporarily like the status of each the one or more compliance information bundles is an approved status.
Various embodiments described herein support or provide operations including detecting an event associated with an entity; mapping the event to a customer-defined workflow in a journey based on content of the event; generating a tacit workflow in the journey based on the mapping of the event; and processing the tacit workflow in accordance with the one or more steps.
In one embodiment, the method of processing telephony sessions includes: communicating with an application server using an application layer protocol; processing telephony instructions with a call router; and creating call router resources accessible through a call router Application Programming Interface (API). In another embodiment, the system for processing telephony sessions includes: a call router, a URI for an application server, a telephony instruction executed by the call router, and a call router API resource.
H04L 9/06 - Arrangements for secret or secure communicationsNetwork security protocols the encryption apparatus using shift registers or memories for blockwise coding, e.g. D.E.S. systems
H04L 9/32 - Arrangements for secret or secure communicationsNetwork security protocols including means for verifying the identity or authority of a user of the system
Disclosed are systems and methods for implementing timers as a service. A request to create a timer is received. The request corresponds to a wait state condition associated with an event in a data stream. The request specifies an endpoint for a payload associated with an expiration of the timer. The timer is created based on the wait state condition. The creating of the timer includes publishing information pertaining to the timer in a database. The timer is consumed. The consuming of the timer includes processing the information pertaining to the timer. Based on the expiration of the timer, the payload associated with the expiration of the timer is sent to the specified endpoint.
Disclosed are systems and methods for implementing distributed in-memory timer queues. A plurality of queues is distributed across a plurality of nodes. The plurality of queues includes a first queue. The first queue corresponds to current timer expirations for a tenant, time bucket, and shard. A sorted set includes minute references to unacknowledged timers for a tenant and shard. A plurality of processes is created. Each of the plurality of processes is configured to be a unique consumer of the distributed plurality of queues. A first consumer group and a second consumer group are created within each of the plurality of processes. The first consumer group corresponds to the first queue. The second consumer group corresponds to the sorted set. The plurality of processes is used to proportionally consume the first queue with the first consumer group and the sorted set with the second consumer group.
Various embodiments described herein support or provide operations including detecting an event that comprises a state object; mapping the event to a journey based on content of the event; identifying a state machine associated with the journey; and processing the event based on the state object in accordance with one or more steps defined for the journey.
H04L 41/0604 - Management of faults, events, alarms or notifications using filtering, e.g. reduction of information by using priority, element types, position or time
34.
GENERATION AND MANAGEMENT OF COMMUNICATION WORKFLOWS USING PROFILE STATE CONSISTENCY APPROACH
Various embodiments described herein support or provide operations including detecting an event associated with an entity; determining that the event is mapped to a journey that comprises a plurality of steps configured by the entity; placing the entity in a current step in the journey; evaluating one or more factors to determine that the entity is not simultaneously placed in another step of the journey; and using a state machine to process the event based on an operation associated with a step subsequent to the current step in the journey.
A data warehouse connector service is described. The data warehouse connector service integrates with an identity resolution system of a customer data platform to systematically communicate identity-resolved customer profile data from the customer data platform to a cloud-based data warehouse. Operation of the data warehouse connector is managed through various configuration settings accessible to an end-user of the customer data platform via a user interface.
A first request to access a messaging conversation management service that permits the first user account to view and transfer text message conversations between other user accounts of multiple user accounts and multiple recipient devices is received by a communication services platform via a first application programming interface (API) call from a first client device associated with a first user account. Responsive to receiving the first request, whether the first user account is authorized to access the messaging conversation management service is determined. Responsive to determining that the first user account is authorized to access the messaging conversation management service, a first indication of the text message conversations between the other user accounts of the multiple user accounts and the multiple recipient devices is sent to the first client device for display at the first client device.
A voice call between a customer device and a first client device associated with a first user account of a communication services platform is established via the communication services platform. A first request to transfer the voice call with the customer device to a second client device associated with the first user account is received via an application programming interface (API) call. Responsive to receiving the first request to transfer the voice call, the voice call between the customer device and the second client device associated with the first user account is established via the communication services platform.
Described herein are techniques for conducting an automated marketing campaign that provides for branching conditions. Accordingly, the marketing campaign is defined such that a contact who is scheduled to receive messages as part of the campaign will receive specific messages depending upon the contact group of which the contact is a member. Therefore, the conditional branching is achieved via contact record updating service that iteratively updates various contact groups by executing predefined contact grouping queries. As the contact record updating service is integrated with a customer data platform, branching conditions can be specified at a granular level based on very specific event data—for example, such as when a customer interacts with various user interface elements of an application, or concludes a purchase transaction with an e-commerce shopping cart, and so forth.
Methods, systems, and computer programs are presented for estimating if a user belongs to an audience category. One method includes an operation for accessing events generated at a website. Each event comprises a data structure describing an operation performed by a user, from a group of users, when accessing the website. Further, the method includes an operation for providing event information and information of a first user, for a predefined time window, as input to an audience machine-learning (ML) model. The audience ML model is trained with training data comprising values for features that include event features, user information features, and audience labels. The method further includes operations for generating, by the audience ML model, a score for the first user indicating a probability that the first user belongs to the audience, and for determining if the user belongs to the audience based on the score.
An example method of dynamic allocation of messaging resources in a software as a service (SaaS) messaging platform includes: generating a hierarchical data structure comprising a plurality of levels, wherein a first level of the plurality of levels comprises a first plurality of nodes, each node of the first plurality of nodes associated with a respective sub-account of a specified parent account of the messaging platform, and wherein a second level of the plurality of levels comprises a second plurality of nodes, each node of the second plurality of nodes associated with a respective level of service supported by the messaging platform; traversing the hierarchical data structure, by identifying, for each node of the hierarchical data structure, a respective plurality of child nodes; allocating, to each node of the plurality of child nodes, a respective share of a messaging resource quota associated with its parent node; associating, with each terminal node of a plurality of terminal nodes of the hierarchical data structure, a respective message queue of a plurality of message queues; allocating, to each message queue of the plurality of message queues, a respective messaging resource quota associated with a corresponding terminal node; receiving, from a user associated with a specified sub-account, a request to forward, to a specified destination, a message associated with a specified level of service; identifying, among the plurality of message queues, a message queue associated with the specified level of service and the specified sub-account; and queuing the message into the identified message queue.
G06F 9/48 - Program initiatingProgram switching, e.g. by interrupt
H04L 67/61 - Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources taking into account QoS or priority requirements
H04L 51/214 - Monitoring or handling of messages using selective forwarding
A voice call between a customer device and a first client device associated with a first user account of a communication services platform is established via the communication services platform. A first request to transfer the voice call with the customer device to a second client device associated with the first user account is received via an application programming interface (API) call. Responsive to receiving the first request to transfer the voice call, the voice call between the customer device and the second client device associated with the first user account is established via the communication services platform.
H04L 65/1069 - Session establishment or de-establishment
H04L 65/1094 - Inter-user-equipment sessions transfer or sharing
H04L 65/1096 - Supplementary features, e.g. call forwarding or call holding
H04M 3/58 - Arrangements for transferring received calls from one subscriber to anotherArrangements affording interim conversations between either the calling or the called party and a third party
H04M 7/00 - Arrangements for interconnection between switching centres
Disclosed are systems, methods, and non-transitory computer-readable media for verifying an incoming communication. A recipient client device receives an incoming communication including an identifier identifying a second client device as having initiated the incoming communication. A verification service installed on the recipient client device queries a call placement service directory based on the first identifier. The call placement service directory maintains a listing of identifiers for client devices and corresponding communication providers that manage the identifiers. The call placement service directory returns information identifying the communication provider that manages the identifier. In turn, the verification service transmitting a request to the communication provider to confirm whether the second client device initiated the incoming communication. The verification service processes the incoming communication based on the response from the communication provider indicating whether the second client device initiated the incoming communication.
H04M 3/42 - Systems providing special services or facilities to subscribers
H04W 12/121 - Wireless intrusion detection systems [WIDS]Wireless intrusion prevention systems [WIPS]
H04W 12/48 - Security arrangements using identity modules using secure binding, e.g. securely binding identity modules to devices, services or applications
43.
DYNAMIC ALLOCATION OF MESSAGING RESOURCES IN SOFTWARE AS A SERVICE MESSAGING PLATFORM
An example method of dynamic allocation of messaging resources in a software as a service (SaaS) messaging platform includes: generating a hierarchical data structure comprising a plurality of levels, wherein a first level of the plurality of levels comprises a first plurality of nodes, each node of the first plurality of nodes associated with a respective sub-account of a specified parent account of the messaging platform, and wherein a second level of the plurality of levels comprises a second plurality of nodes, each node of the second plurality of nodes associated with a respective level of service supported by the messaging platform; traversing the hierarchical data structure, by identifying, for each node of the hierarchical data structure, a respective plurality of child nodes; allocating, to each node of the plurality of child nodes, a respective share of a messaging resource quota associated with its parent node; associating, with each terminal node of a plurality of terminal nodes of the hierarchical data structure, a respective message queue of a plurality of message queues; allocating, to each message queue of the plurality of message queues, a respective messaging resource quota associated with a corresponding terminal node; receiving, from a user associated with a specified sub-account, a request to forward, to a specified destination, a message associated with a specified level of service; identifying, among the plurality of message queues, a message queue associated with the specified level of service and the specified sub-account; and queuing the message into the identified message queue.
The disclosure presents a multi-agent AI system utilizing specialized Large Language Models (LLMs) to automate and enhance software development workflows. This system integrates a memory-augmented generative pre-trained transformer (MemGPT) agent for dynamic context management, a Critic Agent for semi-adversarial quality feedback, and other specialized agents for task delegation and execution. The MemGPT agent interacts with an embedding storage to manage extended contextual information, enabling the system to handle complex software projects with enhanced accuracy and efficiency. This innovative approach significantly reduces manual intervention, streamlines the development process, and improves software quality, offering a robust solution to the challenges of modern software development environments.
A computing device can identify an anomaly based on metadata associated with network traffic messages corresponding to a particular account. After identifying the anomaly, the computing device can determine a failure score for the network traffic messages representing a failure rate for the message traffic. The computing device can determine a fluctuation score by comparing the network traffic messages in a current time period to a previous time period. The computing device can determine a sparsity score by analyzing the message traffic in a previous period of time. The computing device can generate an anomaly impact score based on the failure score, the fluctuation score, and the sparsity score and assign the anomaly to a severity bin based on the anomaly impact score.
H04L 41/0659 - Management of faults, events, alarms or notifications using network fault recovery by isolating or reconfiguring faulty entities
H04L 41/0604 - Management of faults, events, alarms or notifications using filtering, e.g. reduction of information by using priority, element types, position or time
H04L 43/062 - Generation of reports related to network traffic
A first client request to transmit a text message to a recipient device is received from a client device corresponding with a first account associated with a message exchange system. Responsive to receiving the first client request, a quality score indicating a likelihood that the text message delivered by a respective routing provider will be successfully delivered to the recipient device is determined for each of the routing providers. A first routing provider to deliver the text message to the recipient device based at least on the quality score is selected among the routing providers. The message exchange system causes the text message to be transmitted to the recipient device via the first routing provider.
A context schema characterizing a context associated with an application is received by a processing device. The context schema specifies one or more context attributes. Each context attribute identifies a respective context element of the context associated with the application. A context item comprising one or more values is received. Each value corresponds to a respective context attribute of the one or more context attributes. The context item is validated against the context schema. Responsive to determining that the context item conforms to the context schema, the context item is stored in a context store.
A system and method for providing delegated metric tools within a partially closed communication platform that includes receiving a tag identifier linked to at least a first identified platform interaction in the communication platform; associating the tag identifier with at least one logged event of an account associated with the first identified platform interaction; defining a tracking resource with at least one tag identifier; measuring platform interactions tracked by a tracking resource; and providing access to measured platform interactions through an application.
A method includes receiving, via a programmatic interface to multi-channel group communications, an initiating communication triggering establishment of a conversation associated with a plurality of participant endpoints, configuring, at a communication system, a conversation resource for the conversation and the plurality of participant endpoints to exchange group communications during the conversation on different communication channels, responsive to receiving group communications directed to the conversation resource, translating the group communications to formats compatible to the different communication channels corresponding to the plurality of participant endpoints of the conversation resource, and transmitting the translated group communications to the plurality of participant endpoints on the different communication channels.
A method includes receiving an initiating communication triggering establishment of a conversation associated with a plurality of participant endpoints on different communication channels, wherein the plurality of participant endpoints comprises a first subset of participant endpoints on a first communication channel of the different communication channels and a second subset of participant endpoints on a second communication channel of the different communication channels, configuring a set of intermediary endpoints for communications with the first subset of participant endpoints on the first communication channel that lacks support for group communications, and responsive to receiving a group communication during the conversation, transmitting the group communication to the first subset of participant endpoints via the set of intermediary endpoints and transmitting the group communication directly to the second subset of participant endpoints.
Systems and methods for a multi-tenant communication platform. A method includes receiving, via an application programming interface (API), an inbound communication request identifying a communication endpoint, selecting a routing option of a transport protocol associated with the inbound communication request, the routing option mapping the communication endpoint to a destination endpoint, receiving communication content associated with the inbound communication request, transforming the communication content to a format that is compatible with the selected routing option, and transmitting the transformed communication content to the destination endpoint on the selected routing option.
Disclosed are systems, methods, and non-transitory computer-readable media for providing real-time media streams. A cloud-based communication platform receives an incoming communication request to establish a communication session and executes a set of communication instructions associated with the incoming communication request. The set communication instructions includes a command to execute a real-time media stream in relation to the communication session. The command includes data designating a network destination to receive the real-time media stream. The cloud-based communication platform initiates the communication session between client devices and initiates the real-time media stream to the network destination. The real-time media stream concurrently transmitting at least a portion of the media transmitted between the client devices to the network destination.
Disclosed are systems, methods, and non-transitory computer-readable media for a customizable cloud-based software platform. A customizable cloud-based software platform provides functionality that enables a user (e.g., individual user, organization, etc., that has created an account with the customizable cloud-based software platform) to modify a base version of a cloud-based software application to the specific user's needs. For example, the customizable cloud-based software platform provides a base version of a cloud-based software application that includes a base set of functionalities, settings, user interfaces, etc., which a user may modify to meet the user's specific needs. A user may therefore use a client device to interact with the customizable cloud-based software platform to access their customized instance of the cloud-based application.
A system and method that includes receiving an API request to a type of API resource; retrieving an API concurrency value for the API request; determining a comparison status associated with a comparison of the API concurrency value to a concurrency threshold; if the comparison status is within the concurrency threshold, transmitting the API request to an API processing resource; if the comparison status indicates the concurrency threshold is not satisfied, impeding processing of the API request; accounting for an increase in the API concurrency value if the API request is transmitted to an API processing resource; and accounting for a decrease in the API concurrency value at a time associated with the API processing resource completing processing of the API request.
A method includes receiving a first request associated with a first user account, the first request comprising content of a first message and a first plurality of destination endpoints to receive the first message, for each first destination endpoint of the first plurality of destination endpoints, determining communication capabilities of a respective first destination endpoint, for each first destination endpoint of the first plurality of destination endpoints, selecting, from a first plurality of routing options, a first routing option for delivering the first message to the respective first endpoint based at least on the communication capabilities of the respective first endpoint, wherein the first plurality of routing options are associated with different communication services and, for each communication service, different channel protocols corresponding to different service provider, and causing one or more versions of the first message to be transmitted to the first plurality of destination endpoints using one or more first routing options selected for respective first endpoints.
A system and method for a communication system that includes receiving, through an application programming interface, a set of communication requests directed at an endpoint pool resource, the endpoint pool resource including a set of account phone numbers associated with an account, the set of communication requests specifying a set of destination phone numbers, for each destination phone number in the set of destination phone numbers, selecting an account phone number from the set of account phone numbers based on a phone number type of a plurality of phone number types, and initiating outbound communication with the destination phone number from an origin endpoint assigned as the selected account phone number.
H04W 4/06 - Selective distribution of broadcast services, e.g. multimedia broadcast multicast service [MBMS]Services to user groupsOne-way selective calling services
H04W 4/02 - Services making use of location information
H04W 4/14 - Short messaging services, e.g. short message service [SMS] or unstructured supplementary service data [USSD]
57.
SYSTEM AND METHOD FOR PLATFORM-INTEGRATED CUSTOM APPLICATIONS
A system and method for customizing communication processing within a communication platform that includes configuring a service handler, which comprises of at least setting execution code of the service handler; setting an association between the service handler and a communication event of the communication platform; detecting the occurrence of the communication event of a communication facilitated through the communication platform; invoking the service handler in response to the event, which comprises: executing the execution code in a serverless execution environment and generating a service handler response; and augmenting the communication in accordance with the service handler response.
A system and method including receiving a request to enqueue a communication session; adding the communication session to the queue of a plurality of communication sessions; upon adding the communication to the queue, transferring control logic to the configured wait-state application; receiving a dequeue request initiated by a second entity; in response to the dequeue request, managing the procession of communication sessions in the queue; and dequeuing a communication session from the queue.
A method includes receiving a first request associated with a first user account, the first request comprising content of a first message and a first plurality of destination endpoints to receive the first message, and identifying a first routing property defining one or more first constraints for transmitting the first message, determining, based at least on the first routing property, a first routing option for delivering the first message to the first plurality of destination endpoints, for each first destination endpoint of the first plurality of destination endpoints, transforming the content of the first message based at least on communication capabilities of a respective endpoint, and causing one or more versions of the transformed content to be transmitted to the first plurality of destination endpoints using the first routing option.
A system and method for triggering on platform usage can include at a platform, receiving and storing a trigger configuration of an account; operating a platform comprising internally executing a process on behalf of an account and publishing at least one event when executing the process; at the platform, incrementing a counter in response to the at least one event and if the stored trigger configuration species a usage key associated with a category of counted events of the at least one event; monitoring counters in a context of an associated trigger; and processing the trigger upon the counter satisfying condition of an associated trigger.
Systems and methods for automated message delivery feedback that includes receiving a plurality of messaging requests to transmit a plurality of messages to a plurality of recipient devices, making a plurality of messaging attempts for each of the plurality of messaging requests for the plurality of messages to transmit the plurality of messages corresponding to a plurality of delivery feedback types, receiving, for the plurality of messages, a plurality of delivery feedbacks of the plurality of delivery feedback types, contextually associating each delivery feedback of the plurality of delivery feedbacks with a corresponding messaging attempt of the plurality of messaging attempts, and updating a delivery status of the corresponding messaging attempt.
An example method of message routing includes: receiving, by one or more processors, a request to send a message to a specified user of a plurality of users of a communication services platform; providing a user profile of the specified user to a communication channel selection model, wherein the user profile characterizes actions of one or more predefined action types that were performed by the specified user in response to receiving previous communications; identifying, based on the output of the communication channel selection model, a preferred communication channel for communicating with the specified user; determining, based on the preferred communication channel, a communication strategy for the specified user; and causing, pursuant to the communication strategy, a message to be sent to the specified user.
Disclosed are systems, methods, and non-transitory computer-readable media for a customizable cloud-based software platform. A customizable cloud-based software platform provides functionality that enables a user (e.g., individual user, organization, etc., that has created an account with the customizable cloud-based software platform) to modify a base version of a cloud-based software application to the specific user's needs. For example, the customizable cloud-based software platform provides a base version of a cloud-based software application that includes a base set of functionalities, settings, user interfaces, etc., which a user may modify to meet the user's specific needs. A user may therefore use a client device to interact with the customizable cloud-based software platform to access their customized instance of the cloud-based application.
Disclosed are systems, methods, and non-transitory computer-readable media for multi-jurisdictional endpoint allocation compliance. A multi-jurisdictional endpoint allocation system receives a request to allocate an endpoint in a jurisdiction to an account and accesses a regulation data object for the jurisdiction. The regulation data object identifies a set of jurisdictional requirements for the jurisdiction and a set of actions to be performed to satisfy the set of jurisdictional requirements for the jurisdiction. The multi-jurisdictional endpoint allocation system allocates an endpoint in the jurisdiction to the account and executes the set of actions associated with the regulation data object to satisfy the set of jurisdictional requirements for the jurisdiction.
Disclosed are systems, methods, and non-transitory computer-readable media for a programmable voice extension framework. A voice extension framework allows customers to develop and implement voice extensions that extend a base set of features and functionality provided by a cloud-based communication platform. The voice extension framework provides a standardized voice extension Application Programming Interface (API) that can be used to develop the voice extensions. Once developed, the voice extension (e.g., piece of software) is added to an extension repository maintained by the cloud-based communication platform, where it may be invoked (e.g., called) to provide the additional feature or functionality. For example, the voice extension may be invoked through use of an extension name designated to the voice extension.
Methods, systems, and computer programs are presented for abstractive summarization of text by viewing sequence transduction as a language modeling problem. One method comprises an operation for training a machine-learning program to create a machine-learning model that estimates a word to be added to a running summary for the text being summarized. The method further comprises operations for detecting the text to be summarized, initializing the running summary, and performing a plurality of iterations. Each iteration comprises providing, to the machine-learning model, the source text and the running summary, and adding, using the machine-learning model, a new word to the running summary. Further, the method comprises an operation for storing, on a memory, the running summary as the summary of the text.
An embodiment of the system for publishing events of a telephony application to a client includes a call router that generates events from the telephony application and an event router that manages the publication of events generated by the call router and that manages the subscription to events by clients. The system can be used with a telephony application that interfaces with a telephony device and an application server
H04M 7/00 - Arrangements for interconnection between switching centres
H04L 12/66 - Arrangements for connecting between networks having differing types of switching systems, e.g. gateways
H04L 51/52 - User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail for supporting social networking services
H04L 67/02 - Protocols based on web technology, e.g. hypertext transfer protocol [HTTP]
H04M 3/22 - Arrangements for supervision, monitoring or testing
H04M 3/42 - Systems providing special services or facilities to subscribers
H04M 7/12 - Arrangements for interconnection between switching centres for working between exchanges having different types of switching equipment, e.g. power-driven and step by step or decimal and non-decimal
H04M 15/00 - Arrangements for metering, time-control or time-indication
Systems and methods for a work distribution service. At a multi-tenant platform that provides a work distribution service for a plurality of external systems, a priority is assigned to a first work item of a first external system. The work item is received via a RESTful work item API call request. The priority is assigned based on work item attributes of the work item and a workflow instruction corresponding to workflow information specified by the work item. The workflow instruction is provided by the external system via a RESTful Workflow API. A worker is assigned to the work item based on: the priority of the work item, the workflow information, and worker state managed by the first external system via a RESTful Worker API. The worker state includes worker attributes. The work item is generated by the external system, and the workflow instruction is managed by the external system.
Systems and methods for communicating media between a client and a media server. Responsive to a communication initiation received by a signaling controller from a client system, the signaling controller invites a media server by providing an invitation to the media server. The media server is bridged with the client system by controlling a media proxy service to establish a media proxy between the client system and the media server by using client media parameters of the first communication initiation and media server media parameters provided by the media server responsive to the invitation. Media is communicated between the external client system and the media server by using the established media proxy.
Described are systems and methods for client side enrichment and transform via dynamic logic for analytics across various platforms for improved performance, features, and uses. Analytics data collected in client applications is transformed and enriched before being sent to the downstream pipeline using native code and logic bundled into the core application code. The additional logic specific to manipulation of analytics may be unbundled from client-side application code and still be executed on on-device to achieve the same result. The logic may be written in a single language, such as JavaScript, and run across all clients including web browser and mobile operating systems.
Described are systems and methods for client side enrichment and transform via dynamic logic for analytics across various platforms for improved performance, features, and uses. Analytics data collected in client applications is transformed and enriched before being sent to the downstream pipeline using native code and logic bundled into the core application code. The additional logic specific to manipulation of analytics may be unbundled from client-side application code and still be executed on on-device to achieve the same result. The logic may be written in a single language, such as JavaScript, and run across all clients including web browser and mobile operating systems.
An example method of message routing includes: determining a share of messages to be allocated to each suboptimal message routing provider of a plurality of message routing providers; allocating, based on the share of messages, a respective subset of a plurality of incoming messages to each suboptimal message routing provider of the plurality of message routing providers; allocating remaining messages of the plurality of incoming messages to an optimal message routing provider of the plurality of message routing providers; receiving feedback data reflecting delivery of the allocated messages by the plurality of message routing providers; estimating, based on the feedback data, a respective conversion rate for the optimal message routing provider and each suboptimal message routing provider; and selecting, based on a plurality of conversion rates, a new optimal message routing provider.
An example method of message routing includes: receiving live feedback data characterizing performance of a first subset of a plurality of message routing providers in delivering one or more live messages to respective recipients; receiving testing feedback data characterizing performance of a second subset of the plurality of message routing providers in delivering one or more test messages to respective recipients; estimating, based on the live feedback data and the testing feedback data, a respective performance level of each message routing provider of the plurality of message routing providers; and selecting an optimal message routing provider exhibiting a highest estimated performance level among estimated performance levels of the plurality of message routing providers.
An example method of message routing includes: defining a sliding window comprising a predefined number of messages; receiving feedback data comprising, for each message routing provider of a plurality of message routing providers, a respective plurality of feedback data items characterizing delivery, by the message routing provider, of a respective plurality of messages comprising the predefined number of messages specified by the sliding window; determining, based on the feedback data, a respective performance level of each message routing provider of the plurality of message routing providers; and selecting an optimal message routing provider exhibiting a highest performance level among performance levels of the plurality of message routing providers.
Described are systems and methods for client side enrichment and transform via dynamic logic for analytics across various platforms for improved performance, features, and uses. Analytics data collected in client applications is transformed and enriched before being sent to the downstream pipeline using native code and logic bundled into the core application code. The additional logic specific to manipulation of analytics may be unbundled from client-side application code and still be executed on on-device to achieve the same result. The logic may be written in a single language, such as JavaScript, and run across all clients including web browser and mobile operating systems.
An example method of message routing includes: receiving a request to send a message to a specified user of a plurality of users of a communication services platform; providing a user profile of the specified user to a send time optimization model, wherein the user profile characterizes actions of one or more predefined action types that were performed by the specified user in response to receiving previous communications; identifying, based on the output of the send time optimization model, a preferred time range for communicating with the specified user; and causing, within the preferred time range, a message to be sent to the specified user.
Methods, systems, and computer programs are directed to the implementation of configurable hierarchical schedulers with multiple levels, where each level may use one of several types of queueing mechanisms. A configurable, hierarchical scheduler is designed to handle large scale processing of requests (e.g., transmitting outgoing messages). The hierarchical scheduler distributes the loads to different queues handling different types of messages (e.g., by user ID, by Internet Address (IP), by schedule). The different layers of the hierarchical scheduler are configurable to queue and schedule traffic based on many factors, such as IP address, handling reputation, available downstream bandwidth, fairness, concurrency rates to handle multiple constraints, scheduling per client, time of delivery constrains, rate limits per user, domain scheduling per user, concurrency throttling per outbound channel, and sharing global rate limits across service processors.
An application platform system and method. A data synchronization instance manages a reference state object for a data synchronization system (DSS) account. A first local state object is stored at a first application system. The first application system receives update notifications provided by the DSS. A second local state object is stored at a second application system. The second application system receives update notifications provided by the DSS. An application instruction of the first application system is transformed into a state update, and the first local state object is modified to include the state update. The state update is provided to the DSS via a local update notification. The reference state object is modified to include the state update. The state update is provided to the second application system via a reference update notification. The second local state object is modified to include the state update.
A system and method for selecting a client gateway device to establish a path between client devices is provided. A method includes receiving a communication invitation directed to a first communication endpoint of a first client device in a first geographic region from a second client device in a second geographic region, the communication invitation pertaining to a real-time media communication, identifying a first client gateway device and a second client gateway device that are each associated with the first communication endpoint of the first client device, selecting one of the first client gateway device or the second client gateway device based on one or more selection criteria, and causing a communication path to be established between the second client device and the first client device via the selected client gateway device.
A multi-tenant media processing platform system and method. At least a first media analysis service of a plurality of media analysis services is activated for at least a portion of an active communication session of an entity in the platform system. The first activated media analysis service performs a first media analysis on media of the active communication session that is collected by the platform system. The first activated media analysis service performs the first media analysis on the collected media while the communication session is active to generate a first media analysis result. During the active communication session, at least one media analysis result is applied.
Methods, systems, and computer programs are presented for searching the content of voice conversations. The conversations are translated into text and analysis of the conversation is performed to identify information in the conversation. The information identified includes turns taking data in the conversation and states identified within each state. A powerful user interface (UI) is provided to review the conversations and add annotations that tag the different turns. Additionally, parameter values are extracted from the text. A powerful search engine is provided with multiple search options, such as searching for text, searching by state within the conversation, searching by parameters extracted from the conversation, or a combination thereof.
G06F 16/383 - Retrieval characterised by using metadata, e.g. metadata not derived from the content or metadata generated manually using metadata automatically derived from the content
G06F 40/169 - Annotation, e.g. comment data or footnotes
An example method of route discovery and management includes: discovering a new route for forwarding messages to a specified destination network; responsive to determining that the new route satisfies one or more performance criteria, appending a definition of the new route to a route registry associated with the specified destination network; selecting, from the route registry, one or more routes matching a specified route profile, wherein the one or more routes comprise the new route; and determining, using the one or more routes, an allocation of outgoing messages to message routing providers.
Methods, systems, and computer programs are presented for formatting raw text. One method includes an operation for accessing raw text comprising words corresponding to one or more sentences. The raw text is lowercase text without any punctuation. Further, the method includes operations for creating a plurality of sub-words corresponding to the raw text, and for generating, by a machine-learning (ML) model, an output for each sub-word based on the created sub-words. The output for each sub-word indicates a formatting operation for the corresponding sub-word. The method further includes an operation for generating, based on the formatting operations in the outputs for the sub-words, formatted text corresponding to the raw text. The formatted text is text with correct grammar, proper punctuation, and proper capitalization according to a meaning of words spoken by a speaker associated with the raw text.
Techniques and systems are described that perform automated protection of customer data by an interaction center that supports live agent-customer interactivity. The techniques include collecting agent activity data associated with an instance of a live agent-customer interaction. The instance of the live agent-customer interaction includes access by an agent to the customer data. The techniques further include generating one or more machine learning (ML)-readable feature vectors representative of at least one pattern in the agent activity data and processing the one or more ML-readable feature vectors using one or more ML models to generate an indication that the customer data is at risk. The techniques further include causing, responsive to the indication that the customer data is at risk, one or more remedial actions to be performed by the interaction center.
A company may want to give access to voice conversations (e.g., a support call) to some users for review and analysis. However, the conversations may include personally identifiable information (PII), and the company wants to protect customer information while still allowing the use of the data. In one aspect, techniques are presented for receiving audio from the conversation and obtaining a redacted version of the audio, which does not include the PII, directly from the audio without having to rely on analyzing the transcript of the conversation first. Further, the modified audio may be deidentified to change the voice of the customer in the resulting audio in order to protect the customer identity.
Disclosed are systems, methods, and non-transitory computer-readable media for a reporting platform system. The reporting platform system receives a configuration object for an account that defines a format in which communication data associated with the account will be received by the reporting platform system, and a format into which the communication is to be reformatted. The reporting platform system receives a stream of communication data associated with the account and converts the stream of communication data in real-time based on the configuration object for the account. The resulting converted communication data is in the converted format defined by the configuration object. The reporting platform system provides query functionality on the converted communication data.
A method of managing a client asset includes configuring client accounts in a first hierarchy of accounts. The client accounts include a first client account and a second client account ranked in the first hierarchy of accounts. A first request to establish a trusted relationship with the second client account of the SaaS platform to share the client asset associated with the first client account is received. The first request satisfies one or more conditions related to the first hierarchy of accounts and the trusted relationship is determined. A second request to perform a communication operation based on the client asset associated with the first client account is received. The communication operation is performed on behalf of the second client account using the client asset associated with the first client account and based on an indication of the trusted relationship between the first client account and the second client account.
A method is disclosed for reducing inaccuracies in counts related to communication of messages in a manner that efficiently uses computer resources, including processing power and/or memory. An alert condition pertaining to delivery of a plurality of messages is received. The alert condition specifies a threshold number of dropped or failed deliveries. Based on a first time period elapsing, a first system check is performed. Based on a second time period elapsing, a second system check is performed. The second system check includes, based on a detection that the first message has failed during the second time period, decrementing the count for the dropped queue associated with the plurality of messages and incrementing a count for a failed queue associated with the plurality of messages, and, based on a detection that a second message has been dropped during the second time period, incrementing the count for the dropped queue.
An example method of selecting message routing providers based on message delivery data includes: receiving, by a processing device, message delivery data characterizing message delivery by a plurality of message routing providers to a specified destination network; estimating, based on the message delivery data, for each message routing provider of the plurality of message routing providers, corresponding values of one or more parameters of a statistical distribution of message delivery outcomes by a respective message routing provider to the specified destination network; and determining, based the values of the one or more parameters, an allocation of outgoing messages to message routing providers, the allocation not exceeding a specified cost ceiling of message delivery and yielding a maximum value of a chosen message delivery metric for messages originated by a message originating entity that has not provided at least part of the message delivery data.
A role-based access control method and system provide for receiving a request to provide an access to a resource, identifying a plurality of permissions associated with the request, authorizing the request including determining the plurality of permissions are granted for the identity, generating a serialized token to represent the plurality of permissions, and passing the serialized token to the first service to perform the providing of the access to the resource.
A customer of a multi-channel message exchange system provides criteria for selecting a service provider using an application programming interface (API). The multi-channel message exchange system selects a service provider that is best suited to deliver each individual message, via a network, for the customer. The message exchange system selects a service provider based on customer criteria, service provider data structures, and other information. The criteria may include a maximum value, a minimum quality score, a maximum latency, or any suitable combination thereof. The data structures may include geographic jurisdictions in which the service provider provides network-based message delivery, channels through which the service provider is willing to deliver messages, or any suitable combination thereof.
A multi-tenant media communication platform system and methods. The platform system includes media communication micro-services and micro-service configuration for a plurality of entities configured for use of the platform system. Enrolling an entity in the platform system includes setting entity configuration for use of the platform system by the entity. A micro-service request is processed according to the entity configuration. The micro-service request is a request for use of at least one micro-service of the platform system on behalf of the entity. Use of each micro-service is accounted for on behalf of the entity. Billing information for the entity is generated based on the accounting for the use of each micro-service on behalf of the entity. Entity configuration includes micro-service configuration, and micro-service configuration specifies at least one of: an endpoint mapping to at least one application logic URI, an event callback URI, and an event application logic URI.
H04L 61/2575 - NAT traversal using address mapping retrieval, e.g. simple traversal of user datagram protocol through session traversal utilities for NAT [STUN]
H04L 61/2589 - NAT traversal over a relay server, e.g. traversal using relay for network address translation [TURN]
H04L 65/403 - Arrangements for multi-party communication, e.g. for conferences
H04L 67/565 - Conversion or adaptation of application format or content
H04L 67/60 - Scheduling or organising the servicing of application requests, e.g. requests for application data transmissions using the analysis and optimisation of the required network resources
System and method for enriching a data stream with enrichment data. The system loads data from one or more customer data warehouses into a storage component using an ingest pipeline; receives, at an enrichment pipeline, an incoming data stream; determines, using the enrichment pipeline, an insertion point within the incoming data stream, the insertion point corresponding to a data object mention; determines, using the enrichment pipeline, enrichment data matching the data object mention, the enrichment data being retrieved from the storage component; augments, via the enrichment pipeline, the incoming data stream with the enrichment data at the determined insertion point to generate an enriched data stream, and transmits the enriched data stream to one or more destinations. The data stream can be an event stream. The enrichment data can be entity data. The system can use a reverse extract/transform/load (ETL) model to enable data ingesting and/or data stream enrichment.
System and method for enriching a data stream with enrichment data. The system loads data from one or more customer data warehouses into a storage component using an ingest pipeline; receives, at an enrichment pipeline, an incoming data stream; determines, using the enrichment pipeline, an insertion point within the incoming data stream, the insertion point corresponding to a data object mention; determines, using the enrichment pipeline, enrichment data matching the data object mention, the enrichment data being retrieved from the storage component; augments, via the enrichment pipeline, the incoming data stream with the enrichment data at the determined insertion point to generate an enriched data stream, and transmits the enriched data stream to one or more destinations. The data stream can be an event stream. The enrichment data can be entity data. The system can use a reverse extract/transform/load (ETL) model to enable data ingesting and/or data stream enrichment.
G06F 16/25 - Integrating or interfacing systems involving database management systems
G06F 16/27 - Replication, distribution or synchronisation of data between databases or within a distributed database systemDistributed database system architectures therefor
95.
GENERATION AND MANAGEMENT OF FORMATTED CONTENT USING MACHINE LEARNING TECHNOLOGIES
Various embodiments described herein support or provide operations for facilitating the generation and management of formatted content using machine learning technologies. Specifically, elements of an email are received. Prompts are generated as inputs to machine learning models based on the elements of the email. The machine learning models are used to generate formatted content based on the prompts. Emails are generated based on the formatted content and caused to be displayed on devices.
A computer-implemented method for generating optimized user journeys leveraging artificial intelligence is disclosed. The method includes receiving a user text prompt describing a desired journey objective and extracting context data for multiple users from a customer data platform. This context data encompasses attributes, events, predicted traits and audience memberships. A journey generation prompt is constructed by combining the received user prompt and extracted context data. This prompt is input into a machine learning model which processes the prompt to produce a user journey definition comprising interconnected nodes representing journey phases like audiences, waits and messages. The journey system validates the definition, modifying nodes to conform to predefined schema rules. The validated journey is output to campaign orchestration systems for execution across customer touchpoints. As journeys run, engagement data is collected for retraining models to improve journey performance over time.
A method and system for automatically analyzing and/or summarizing communications using language operators, the method receiving a definition of a language operator, the definition comprising one or more phrases indicative of a match to a concept associated with a communication; surfacing, in a UI, one or more results of applying the language operator to the communication, the surfacing of each result of the one or more results using an interactive UI element linked to one or more communication phrases, the interactive UI element highlighting a match between the concept and the one or more communication phrases; and training a machine learned (ML) model to improve an accuracy of the result based on one or more inputs received via the UI.
A method for enhancing agent-customer interactions in a digital engagement service is provided. The method includes receiving a customer's communication request and initiating an asynchronous process to generate a customer profile summary using a customer identifier. This involves querying a customer data platform (CDP) for customer traits and event data, and creating a prompt for a large language model (LLM) to produce a concise customer profile summary. The summary, stored in a data store, is presented to an available agent through a user interface alongside an invitation to accept the incoming communication request. This streamlined approach equips agents with relevant customer insights promptly, improving service quality and response times.
A multi-channel message exchange system selects a service provider that is best suited to deliver each individual message for customers of the message exchange system. The message exchange system selects a service provider based on customer criteria provided by the customer, data structures provided by the service providers, quality scores describing performance of the service providers, channels used by the service providers to deliver messages, or any suitable combination thereof. The message exchange system may select the service provider that provides the best combination of quality of service, value, and delivery channel given the customer's specific needs. The data structures may geographic jurisdictions in which the service provider provides message delivery, channels through which the service provider is willing to deliver messages, or any suitable combination thereof.
A system and method that includes executing communication processes in an application platform, which comprises on behalf of outside entities, negotiating communications between a set of internal resources and at least one external resource using at least a first communication protocol and a second protocol; capturing internal log information during execution of the application platform; receiving a request to access log information by an outside entity; synthesizing the internal log information of the first protocol and at least a second protocol into a unified communication report; and transmitting the unified communication report.
