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: A method of integrating communication data and user data is disclosed. A data object corresponding to a user is generated. The generating includes identifying a reference to communication information pertaining to the user and identifying a reference to user information pertaining to the user. The communication information is managed by a first system. The user information is managed in a second system. Based on a receiving of a request via an API, the data object is used to access a subset of the user information and a subset of the communication information. The subset of the user information and the subset of the communication information are identified in one or more parameters of the API. The subset of the user information and the subset of the communication information is provided for presenting together in a user interface of a client device.