Abstract: Methods, systems, and computer programs are presented for searching and labeling the content of voice conversations. An Engagement Intelligence Platform (EIP) analyzes conversation transcripts to find states and information for each of the states (e.g., interest rate quoted and value of the interest rate). An annotator User Interface (IU) is provided for performing queries, such as, “Find calls were the agent asked the customer for their name and the customer did not answer;” “Find calls where the customer objected after the interest rate for the loan was quoted, “Find calls where the agent asked for consent for recording the call, but no customer confirmation was received.” 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.

Abstract: 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.

Abstract: Systems and methods for a multitenant computing platform. Original data is generated through operation of a computing platform system on behalf of an account of the computing platform system, and the original data is moderated according to a data retention policy set for the account. The moderated data is stored at the computing platform system. The computing platform system moderates the generated data by securing sensitive information of the generated data from access by the computing platform system, and providing operational information from the generated data. The operational information is accessible by the computing platform system during performance of system operations.

Abstract: 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.

Abstract: 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.

Abstract: 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.

Abstract: Methods, systems, and computer programs are presented for the determination of optimal communication scheduling. One method includes an operation for training a machine-learning program to generate a frequency model that determines a frequency for sending communications to users. The training utilizes training data defined by features related to user information and responses of users to previous communications to the users. The method further includes determining, by the frequency model and based on information about a first user, a first frequency for the first user. The first frequency identifies the number of communications to transmit to the first user per period of time. Further, the method includes operations for receiving a communication request to send one or more communications to the first user and determining send times for the one or more communications to the first user based on the first frequency. The communications are sent at the determined send times.

Abstract: In a preferred embodiment, the method of caching media used in a telephony application includes: receiving a media request; sending the media request to a media layer using HTTP; the a media layer performing the steps of checking in a cache for the media resource; processing the media request within a media processing server; and storing the processed media in the cache as a telephony compatible resource specified by a persistent address. The system of the preferred embodiment includes a call router and a media layer composed of a cache and media processing server.

Abstract: Methods, systems, and computer programs are presented for secure data encryption in a multi-tenant service platform. One method includes an operation for detecting a write request to write index data to storage. The write request is from a first user from a group of users, and the storage is configured to store index data for the group of users. Further, the method includes operations for authenticating that the first user is approved for access to the storage, and for identifying a first encryption key for the first user, where each user from the group of users has a separate encryption key. Further yet, the method includes encrypting the index data with the first encryption key and storing the encrypted index data in the storage.

Abstract: 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.

Abstract: 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.

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: 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.

Abstract: Systems and methods for a multi-tenant communication platform. At a multi-tenant communication platform, and responsive to authentication of a communication request provided by an external system, a routing address record of the communication platform is determined that matches a communication destination of the communication request. The matching routing address record associates the communication destination with a plurality of external communication providers. At least one communication provider associated with the matching routing address record is selected, and a request to establish communication with the communication destination is provided to each selected communication provider. The communication request specifies the communication destination and account information.

Abstract: 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.

Abstract: A system and method for monitoring account usage on a platform that includes creating an account on a platform; assigning a usage model of the account; running an application of the account on the platform; monitoring usage of the application of the account; identifying a usage event of the usage model in the monitored usage; and generating an event response based on the usage event.

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: A system and method for facilitating signaling and media communication at a communication platform that includes receiving a communication request to a resource, wherein the communication request specifies a destination endpoint; establishing signaling and media communication in a session with the destination endpoint of the communication request; registering a callback resource to a signaling event of the session; monitoring signaling messages of the session; detecting the signaling event in the signaling messages of the session; and triggering the callback resource upon detecting the signaling event.

Abstract: 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.

Abstract: Methods, systems, and computer programs are presented for the determination of optimal communication scheduling. Send Time Optimization (STO) uses machine learning (ML) to recommend a personalized send time based on a recipient's past engagement patterns. The purpose of the ML model is to learn patterns in the data automatically and use the patterns to make personalized predictions for each recipient. The send time recommended by the model is the time at which the model believes the recipient will be most likely to engage with the message, such as clicking or opening, and use of the send time mode is expected to increase engagement from recipients. Additional customizations include communication-frequency optimization, communication-channel selection, and engagement-scoring model.