Abstract: A system and method of a telephony application platform can include receiving a communication session request specifying a destination endpoint, connecting the communication session through a first application module according to the destination endpoint, receiving an instruction to transition communication control to a second application module, transitioning communication control of the communication session to the second application module, independently metering resource usage of the communication session of each application module, and accounting the metered usage of the communication session.

Abstract: 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.

Abstract: Systems and methods for message delivery prioritization that can include receiving, via an application programming interface, a messaging request of an entity to transmit one or more messages to a plurality of users, selecting one or more message transmission options based on message-associated delivery attributes, and causing the one or more messages to be transmitted to the plurality of users using the selected one or more message transmission options.

Abstract: Various embodiments include systems, methods, and non-transitory computer-readable media for managing data. Consistent with these embodiments, a method includes retrieving a control-plane configuration that includes a source identifier and a query; establishing a connection with a source based on a source identifier, the source including a database; executing the query against the database; receiving a data record returned as a result of execution of the query, the data record being associated with metadata; determining that the metadata has changed since a previously-returned data record that is returned in response to a previously-executed query; and causing the data record to be transmitted to a destination in response to receiving the query.

Abstract: 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.

Abstract: Methods, systems, and computer programs are presented for classifying information in conversations and extracting information from the conversations. An Engagement Intelligence Platform (EIP) analyzes transcripts of conversations to find different states and information associated with each of the states (e.g., identification that the interest rate was quoted, and the quoted value of the interest rate). The EIP analyzes the conversation and labels (e.g., “tags”) the text where the conversation associated with the label took place, such as, “An interest rate was provided.” The labels are customizable, so each client can define its own labels based on business needs. Further, the EIP extracts data from the conversation (e.g., the interest rate is “3%”).

Abstract: Disclosed are systems, methods, and non-transitory computer-readable media for message routing optimization. The message routing optimization system receives requests to transmit messages to recipient devices. The message routing optimization system determines whether to allocate the messages to an optimal routing provider or a secondary routing provider. The message routing optimization ranks the set of routing providers based on a conversion rate index and determines the optimal routing and secondary routing providers based on the ranking. The message routing optimization system allocates messages to the selected routing providers to be delivered to their intended recipients.

Abstract: A machine selects a candidate data service to be tested for service quality. The machine performs a first-phase test of the candidate data service by providing predetermined input data to the candidate data service and measuring a first quality metric that results. The machine may determine that the candidate data service is to undergo the second-phase test based on the first quality metric, and the machine may accordingly perform the second-phase test of the candidate data service. The second-phase test may include: adding the candidate data service to a pool of five data services processing undetermined input data; routing a portion of the undetermined input data to the candidate data service; and measuring a second quality metric resultant from the candidate data service processing the routed portion. Based on the second quality metric, the machine may record whether the candidate data service is to remain in the pool.

Abstract: 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 first request specifies elements of the content template in a first format. The content template comprising the elements in the first format is created based on the first request. The first format is translatable to channel-specific formats corresponding to the communication channels. The content template in the first format is stored at the SaaS platform.

Abstract: A method for a communication platform includes receiving configuration data associated with an account, the configuration data identifying a plurality of communication endpoints of a plurality of users to receive messages of the entity. The method also includes receiving a request associated with the account of the entity to transmit one or more messages of the entity to a set of communication endpoints of the plurality of communication endpoints, and identifying, based on the request, one or more orchestration rules of the plurality of orchestration rules. The method further includes determining, based on the configuration data associated with the account of the entity and the one or more orchestration rules, parameters for delivering the one or more messages to the set of communication endpoints, and transmitting the one or more messages to communication endpoints in the set of communication endpoints according to the determined parameters.

Abstract: Methods, systems, and computer programs are presented for lowering network latency for cloud-based services. Service-delivery edge locations allow customers to improve communication-providers public and private network connectivity for improved performance. One method includes operations for performing, by an edge server, a handshake to establish a communication session between a client and a main server, and for exchanging data between the client and the main server via the edge server. The handshake includes exchanging, by the edge server, communication initiation messages with the client, and validating, by the edge server, authentication credentials for the communication session based on the communication initiation messages.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: A machine learning model may be trained using annotated communications data. Each communication (e.g., a short messaging system (SMS) message or email) is annotated with a measure of user interaction. The machine learning model is thus trained to predict a measure of user interaction for future communications. Before sending future communications, at least a portion of the communication is provided to the trained machine learning model to predict the expected measure of user interaction with the communication. In response to the prediction, the sender of the communication may alter the communication. The system may automatically send the communication if the predicted measure of user interaction exceeds a predetermined threshold and only prompt the user if the predicted measure of user interaction does not exceed the predetermined threshold.

Abstract: 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.

Abstract: A system and method for automatically transitioning between carrier and IP messaging that can include receiving client application registration updates; receiving a messaging request directed to at least one destination endpoint; retrieving client status of the destination endpoint from the client application registration database; evaluating the client status for use of a client application destination; in response to the destination endpoint having an inactive client status, transmitting content of the messaging request to the destination endpoint; and in response to the destination endpoint having an active client status, transmitting content of the messaging request to a client application endpoint mapped to the destination point.

Abstract: An omni-channel adapter receives a request to create a communication session for a customer. Based on the request, the omni-channel adapter selects a channel-specific orchestrator. The request is modified, or a new request is generated, to suit the selected channel-specific orchestrator. The channel-specific request is sent to the channel-specific orchestrator. In response, the channel-specific orchestrator creates the communication session. Further communications between the customer and the channel-specific orchestrator may also be intermediated by the omni-channel adapter, which may maintain state information about the communication session. For example, a unique identifier may be generated by the omni-channel adapter or the channel-specific orchestrator for the communication session. A request by the customer to add an additional device to the communication session may include the identifier of the session.

Abstract: 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.

Abstract: A first request to place a voice call is received via a first application programming interface (API) call from a first client device associated with a first user account of a communication services platform. The first request includes a messaging conversation identifier that identifies a messaging conversation. Messaging conversation data associated with the messaging conversation identifier and stored in a data store is obtained. The messaging conversation data identifies participants of the messaging conversation. A recipient of the voice call is identifying, among participants of the messaging conversation, based on filter criteria. The voice call is placed to a telephone number of an end user device associated with the recipient.