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

• US 9,516,101 B2
• Filed: 07/07/2015
• Issued: 12/06/2016
• Est. Priority Date: 07/07/2014
• Status: Active Grant

• Current Assignee: Twilio, Inc.
• Original Assignee: Twilio, Inc.
• Inventors: Acosta Amador, Nicolas
• Primary Examiner(s): MACILWINEN, JOHN MOORE JAIN
• Application Number:
  US14/792,653
• Publication Number:
  US 20160006794A1
• Time in Patent Office: 518 Days
• US Class Current: 1/1
• 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:

at a multi-tenant telephony communication platform system;

initiating a first telephony communication on behalf of a first account of a plurality of accounts of the communication platform system, the first telephony communication being initiated with a first communication route, the first telephony communication being telephony communication between at least two telephony communication endpoints;

receiving a first telephony communication feedback message provided by a first external system associated with the first account, the first telephony communication feedback message relating to the first telephony communication of the first account, the first external system receiving the first telephony communication feedback message from an endpoint system of one of the at least two telephony communication endpoints; and

updating a communication routing engine of the communication platform system based on the received first telephony communication feedback message of the first account, the communication routing engine being constructed to route telephony communication between at least two telephony communication endpoints,

wherein the updated communication routing engine routes at least a second telephony communication of a second account of the plurality of accounts of the communication platform system based on the first telephony communication feedback message of the first account, the second telephony communication being telephony communication between at least two telephony communication endpoints, telephony communications of each account being telephony communications of telephony communication endpoints of users of a system of the account, the second account being associated with a second external system that is external to both the first external system and the communication platform system,

wherein the first external system is a system of a first application developer that provides a first telephony application to users of the first telephony application,

wherein the communication routing engine routes telephony communication via at least one carrier that is communicatively coupled to the communication platform system via at least one carrier gateway of the communication platform system,

wherein the first telephony communication feedback message includes an account identifier of the first account of the first external system of the first application developer, and an identifier of the first telephony communication,

wherein the communication platform system stores feedback information of the first telephony communication feedback message in association with the account identifier and information that indicates the first communication route of the first telephony communication, and

wherein the communication platform system provides the first external system with feedback information stored at the platform system in association with the account identifier of the first account, responsive to a RESTful feedback application programming interface (API) call provided by the first external system, the feedback API call being an API call of a feedback API of the communication platform system.

2. A method, comprising:

at a multi-tenant telephony communication platform system;

responsive to a first telephony communication feedback message provided by a first external system associated with a first account of a plurality of accounts of the communication platform system, updating a communication routing engine of the communication platform system based on the received first telephony communication feedback message, the communication routing engine being constructed to route telephony communication between at least two telephony communication endpoints,

wherein the first telephony communication feedback message relates to a first telephony communication initiated on behalf of the first account of the communication platform system, the first telephony communication being initiated with a first communication route, the first telephony communication being telephony communication between the at least two telephony communication endpoints, the first external system receiving the first telephony communication feedback message from an endpoint system of one of the at least two telephony communication endpoints, and

wherein the updated communication routing engine routes at least a second telephony communication of a second account of the plurality of accounts of the communication platform system based on the first telephony communication feedback message of the first account, the second telephony communication being telephony communication between at least two telephony communication endpoints, telephony communications of each account being telephony communications of telephony communication endpoints of users of a system of the account, the second account being associated with a second external system that is external to both the first external system and the communication platform system,

wherein the first external system is a system of a first application developer that provides a first telephony application to users of the first telephony application,

wherein the communication routing engine routes telephony communication via at least one carrier that is communicatively coupled to the communication platform system via at least one carrier gateway of the communication platform system,

wherein the first telephony communication feedback message includes an account identifier of the first account of the first external system of the first application developer, and an identifier of the first telephony communication,

wherein the communication platform system stores feedback information of the first telephony communication feedback message in association with the account identifier and information that indicates the first communication route of the first telephony communication, and

wherein the communication platform system provides the first external system with feedback information stored at the platform system in association with the account identifier of the first account, responsive to a RESTful feedback application programming interface (API) call provided by the first external system, the feedback API call being an API call of a feedback API of the communication platform system.

3. The method of claim 2, further comprising, at the communication platform system, initiating the second telephony communication with a second communication route, the second communication route being selected based on the updating of the communication routing engine.

4. The method of claim 3, wherein the second telephony communication is initiated on behalf of the second account of the communication platform system.

5. The method of claim 4, wherein the first account is an account of a first telephony application provided by the first external system and the second account is an account of a second telephony application provided by the second external system, and wherein routing of the second telephony application is based on the first telephony communication feedback message relating to the first telephony application.

6. The method of claim 5, wherein the first telephony communication feedback message includes a quality score and at least one issue of the first telephony communication.

7. The method of claim 6, wherein the first telephony communication feedback message is provided by a RESTful application programming interface (API) call of the feedback API of the communication platform system.

8. The method of claim 7, further comprising, at the communication platform system, providing the first external system with a feedback alert prompting the first external system for feedback.

9. The method of claim 7, further comprising, at the communication platform system, updating routing of the first telephony communication based on the updating of the communication routing engine.

10. The method of claim 7, wherein updating the communication routing engine includes at least one of updating internal routing and updating selection of at least one carrier gateway, wherein information of the at least one issue of the first telephony communication is provided by at least one of:

user input received via a user interface of the endpoint system, DTMF input received at the endpoint system, and voice input received at the endpoint system.

11. The method of claim 10,

wherein the first external system is a system of a first application developer that provides the first telephony application to users of the first telephony application,

wherein the second external system is a system of a second application developer that provides the second telephony application to users of the second telephony application,

wherein the first application developer system is external to the second application developer system,

wherein an application developer of the first application developer system is different from an application developer of the second application developer system,

wherein the first application developer system receives the first telephony communication feedback message from an endpoint system of a user of the first telephony application,

wherein the first application developer system provides the received first feedback message to the platform system by providing the RESTful API call to the platform system,

wherein the communication routing engine performs at least one of internal routing and selection of at least one carrier gateway during routing of communication for users of the second telephony application based on the first feedback message provided by the user of the first telephony application, and

wherein the communication platform system initiates the first telephony communication responsive to a request to initiate the first telephony communication, the request being received via an API of the communication platform system.

12. The method of claim 7, further comprising, at the communication platform system, rewarding the first account for the feedback provided by the first external system associated with the first account.

13. The method of claim 7, wherein the communication platform system initiates the first telephony communication responsive to a request to initiate the first telephony communication, the request being received via an API of the communication platform system.

14. The method of claim 7, wherein the communication platform system initiates the first telephony communication responsive to an inbound communication received at the communication platform system.

15. The method of claim 7, wherein the communication platform system initiates the first telephony communication responsive to detection of an event triggered by at least one of an application of the communication platform system and an existing telephony communication of the communication platform system.

16. The method of claim 7,

wherein the communication platform system selects the first communication route by determining at least one candidate route and selecting a determined candidate route,

wherein the communication platform system selects the first communication route based on processing of a plurality of quality metrics and performing a network graph search process to determine the first communication route by applying at least one of a quality heuristic and a quality function to the quality metrics.

17. The method of claim 7,

wherein the communication platform system updates the communication routing engine by providing the communication routing engine with feedback information of the first telephony communication feedback message,

wherein the communication platform system stores the feedback information in association with information that indicates the first communication route of the first telephony communication, and

wherein the updated communication routing engine routes communications of a plurality of accounts of the communication platform by selecting a communication route, and

wherein the updated communication routing engine selects the communication route based on the feedback information provided to the communication routing engine.

18. The method of claim 7, wherein the communication platform system updates the communication routing engine by altering at least one of routing metrics and selection processes used by the communication routing engine for routing of communications of a plurality of accounts of the communication platform system, the plurality of accounts including the first account and the second account.

19. The method of claim 7, further comprising, at the communication platform system, isolating feedback information of the first telephony communication feedback message to a subsection of the first communication route.