System and method for collecting feedback in a multi-tenant communication platform

• US 10,116,733 B2
• Filed: 10/28/2016
• Issued: 10/30/2018
• Est. Priority Date: 07/07/2014
• Status: Active Grant

• Current Assignee: Twilio, Inc.
• Original Assignee: Twilio, Inc.
• Inventors: Amador, Nicolas Acosta
• Primary Examiner(s): Macilwinen, John M
• Application Number:
  US15/337,310
• Publication Number:
  US 20170048306A1
• Time in Patent Office: 732 Days
• CPC Class Codes: H04L 41/0816 the condition being an adaptation, e.g. in response to network events
• CPC Class Codes: H04L 41/5074 Handling of user complaints or trouble tickets
• CPC Class Codes: H04L 45/02 Topology update or discovery
• CPC Class Codes: H04L 45/12 Shortest path evaluation
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/30 Profiles
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04M 7/0021 Details of Application Programming Interfaces

Abstract

Systems and methods for updating a communication routing engine of a multi-tenant communication platform system. Responsive to a feedback message provided by an external system associated with a first account of the communication platform system, a communication routing engine of the communication platform system is updated based on the received feedback message. The feedback message relates to a first communication initiated on behalf of the first account of the communication platform system, and the first communication is initiated with a first communication route. The updated communication routing engine routes communications of a plurality of accounts of the communication platform system.

Claims

1. A method comprising:

a first external application server system receiving first user-provided communication quality feedback from a first telephony communication endpoint system and providing the first user-provided communication quality feedback to a multi-tenant telephony communication platform system;

at the multi-tenant telephony communication platform system;

receiving the first user-provided communication quality feedback from the first external application server system, wherein the first user-provided communication quality feedback relates to a first communication route of a first telephony communication initiated on behalf of a first platform account that is associated with the first external application server system;

storing the first user-provided communication quality feedback in association with information that indicates the first communication route and an account identifier of the first platform account;

receiving second user-provided communication quality feedback from the first external application server system, wherein the second user-provided communication quality feedback relates to a second communication route of a second telephony communication initiated on behalf of the first platform account;

storing the second user-provided communication quality feedback in association with information that indicates the second communication route and the account identifier of the first platform account;

receiving from the first external application server system a RESTful first feedback application programming interface (API) call;

responsive to the RESTful first feedback API call, the platform system providing the first external application server system with feedback information that includes the first user-provided communication quality feedback and the second user-provided communication quality feedback,

wherein the first platform account is one of a plurality of platform accounts of the platform system.

2. The method of claim 1, wherein the first feedback API call is an API call of a feedback API of the platform system.

3. The method of claim 1, wherein the first telephony communication is a telephony communication between at least two telephony communication endpoints.

4. The method of claim 1, wherein the first telephony communication is a telephony communication between at least two telephony communication endpoints, and wherein the first user-provided communication quality feedback is received by the first external application server system from an endpoint system of one of the two telephony communication endpoints, and wherein the endpoint system receives the first user-provided communication quality feedback via a user-input device of the endpoint system.

5. The method of claim 1, wherein the first telephony communication is initiated with the first communication route.

6. The method of claim 4, wherein the first external application server system is a system of a first application developer that provides a first telephony application to users of the first telephony application, and wherein the first user-provided communication quality feedback is provided by a first user of the first telephony application.

7. The method of claim 1, wherein the first user-provided communication quality feedback is included in a first feedback message received by the platform system from the first external application server system.

8. The method of claim 7, wherein the first feedback message includes the account identifier of the first platform account and an identifier of the first telephony communication.

9. The method of claim 7, further comprising:

responsive to the first feedback message, the platform system updating a communication routing engine of the platform system based on the first feedback message.

10. The method of claim 9, wherein the communication routing engine is constructed to route telephony communication between at least two telephony communication endpoints, wherein the communication routing engine is constructed to route telephony communication via at least one carrier that is communicatively coupled to the platform system via at least one carrier gateway of the platform system.

11. The method of claim 9, further comprising:

the updated communication routing engine routing at least a third telephony communication of a second platform account based on the first feedback message of the first platform account, wherein the third telephony communication is telephony communication between at least two telephony communication endpoints, and wherein the second platform account is associated with a second external application server system that is external to both the first external application server system and the platform system.

12. The method of claim 1, wherein the feedback information includes third user-provided communication quality feedback that relates to the first telephony communication.

14. The method of claim 1, wherein the first user-provided communication quality feedback is feedback received by the first external application server system via a user-input device of first telephony communication endpoint system.

15. The method of claim 1, wherein the first user-provided communication quality feedback includes at least one of a quality score and a communication issue for the first telephony communication, and wherein the second user-provided communication quality feedback includes at least one of a quality score and a communication issue for the second telephony communication.

16. The method of claim 15, wherein the first user-provided communication quality feedback includes communication route information for the first communication route, and wherein the second user-provided communication quality feedback includes communication route information for the second communication route.

17. The method of claim 15, wherein the feedback information provided by the platform system to the first external application server system includes:

the first user-provided communication quality feedback, communication route information for the first communication route, the second user-provided communication quality feedback, and communication route information for the second communication route.

13. A system comprising:

a first external application server system that is constructed to receive first user-provided communication quality feedback from a first telephony communication endpoint system and provide the first user-provided communication quality feedback to a multi-tenant telephony communication platform system;

the multi-tenant telephony communication platform hardware system, wherein the multi-tenant telephony communication platform hardware system comprises;

a processing unit constructed to execute machine-executable instructions of a storage medium of the hardware system; and

the storage medium, wherein the storage medium stores machine-executable instructions for controlling the hardware system to;

receive the first user-provided communication quality feedback from the first external application server system, wherein the first user-provided communication quality feedback relates to a first communication route of a first telephony communication initiated on behalf of a first platform account that is associated with the first external application server system,

store the first user-provided communication quality feedback in association with information that indicates the first user-provided communication route and an account identifier of the first platform account,

receive second user-provided communication quality feedback from the first external application server system, wherein the second user-provided communication quality feedback relates to a second communication route of a second telephony communication initiated on behalf of the first platform account,

store the second user-provided communication quality feedback in association with information that indicates the second communication route and the account identifier of the first platform account,

receive from the first external application server system a RESTful first feedback application programming interface (API) call,

responsive to the RESTful first feedback API call, provide the first external application server system with feedback information that includes the first user-provided communication quality feedback and the second user-provided communication quality feedback, and

wherein the first platform account is one of a plurality of platform accounts of the hardware system.

18. The system of claim 13, wherein the first user-provided communication quality feedback includes at least one of a quality score and a communication issue for the first telephony communication, and wherein the second user-provided communication quality feedback includes at least one of a quality score and a communication issue for the second telephony communication.

19. The system of claim 18, wherein the first user-provided communication quality feedback includes communication route information for the first communication route, and wherein the second user-provided communication quality feedback includes communication route information for the second communication route.

20. The system of claim 18, wherein the feedback information provided by the system to the first external application server system includes:

the first user-provided communication quality feedback, communication route information for the first communication route, the second user-provided communication quality feedback, and communication route information for the second communication route.