Abstract: A method of intelligently handling routing requests in a computerized customer engagement environment is disclosed. Access to an API for processing a routing request in the customer engagement environment is provided. The API includes a handler for the routing request. The handler includes parameters for specifying a routing attribute and a proficiency. The proficiency corresponds to the routing attribute. The routing attribute and the proficiency are received via the parameters of the handler. An agent in the customer engagement environment is recommended to invite to a channel associated with the routing request. The recommending is based on a matching of the agent to the routing attribute and the proficiency corresponding to the routing attribute.

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: Described herein is a cloud-based omnichannel customer interaction service, also referred to as a contact center service, that deploys an improved data model for capturing customer interaction data. From the data model, a database schema is instantiated to include a set of related database tables. The arrangement and relationship of the data and the database tables improves the functioning of the contact center service in a variety of ways, to include seamless concurrent communications between customer and agent across multiple channels, and seamless transitions between agents, who can be added to a customer interaction with relative ease.

Abstract: 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.

Abstract: Described herein is a cloud-based omnichannel customer interaction service, also referred to as a contact center service, that deploys an improved data model for capturing customer interaction data. From the data model, a database schema is instantiated to include a set of related database tables. The arrangement and relationship of the data and the database tables improves the functioning of the contact center service in a variety of ways, to include seamless concurrent communications between customer and agent across multiple channels, and seamless transitions between agents, who can be added to a customer interaction with relative ease.

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: 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: 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: A method of managing a set of interactions associated with one or more computerized systems is disclosed. An API for managing an interaction detail record associated with an interaction of the set of interactions is provided. Based on one or more parameters being received from one or more client systems of a plurality of client systems via one or more event handlers, updating of one or more values of one or more user-defined attributes stored in the interaction detail record is performed. Based on the performing of the updating of the one or more values of the one or more user-defined attributes, one or more event handlers for providing the one or more values of the one or more user-defined attributes to the one or more client systems are invoked.

Abstract: A method of intelligently handling routing requests in a computerized customer engagement environment is disclosed. Access to an API for processing a routing request in the customer engagement environment is provided. The API includes a handler for the routing request. The handler includes parameters for specifying a routing attribute and a proficiency. The proficiency corresponds to the routing attribute. The routing attribute and the proficiency are received via the parameters of the handler. An agent in the customer engagement environment is recommended to invite to a channel associated with the routing request. The recommending is based on a matching of the agent to the routing attribute and the proficiency corresponding to the routing attribute.