Serverless FaaS Platform for Contact Center Automation
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Solution Overview
Problem
Existing communication systems, particularly in contact centers, face challenges in efficiently managing two-way communication sessions due to the complexity of integrating custom features and the lack of specific design for the contact center industry, leading to high costs and slow implementation.
Innovation Solution
The implementation of a serverless function-as-a-service (FaaS) platform integrated with a communication environment, allowing for dynamic management of machine resources and flexible invocation of cloud-based functions based on events in a two-way communication session.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Adaptability or versatility
If generic SaaS platforms are used to meet brand specific needs through custom feature requests, then the system can be tailored to specific requirements, but the implementation becomes complex and expensive with slow procurement process
Solution Approach 1:
The system segments functionality into discrete, reusable microservices that can be independently deployed and composed. Each microservice represents a specific business capability (e.g., authentication, payment processing, inventory management) that can be selectively integrated into SaaS applications, eliminating the need for complex custom development while maintaining high adaptability.
Solution Approach 2:
The patent implements a universal microservice platform that provides multiple functions through a standardized interface. The same microservice infrastructure supports various SaaS applications across different industries and use cases, allowing a single platform to serve multiple purposes and reducing overall system complexity.
2Productivity
If existing agnostic environments are used for contact center industry, then the system can operate with general execution runtime, but it lacks specific design for contact center use cases leading to slower implementation
Solution Approach 1:
The system pre-configures microservices and integration templates specifically for contact center scenarios (e.g., omnichannel routing, agent management, customer interaction analytics). These pre-built components are ready to deploy immediately, eliminating the need for time-consuming custom development while maintaining full adaptability to specific contact center requirements.
Solution Approach 2:
The patent applies industry-specific optimizations locally within relevant microservices while maintaining a general-purpose platform architecture. Contact center-specific functionalities (such as call routing logic or compliance monitoring) are implemented with specialized quality and performance characteristics, while other parts of the system remain general-purpose.
3Adaptability or versatility
If custom features are integrated into SaaS platforms, then the system meets specific brand needs, but the procurement and implementation process becomes very expensive and slow
Solution Approach 1:
The system uses reusable microservice templates and configuration patterns that can be rapidly copied and adapted to different brand requirements. Instead of developing custom features from scratch, organizations can replicate proven microservice implementations across multiple brands and applications, dramatically reducing both time and cost while maintaining brand-specific customization.
Data Source
AI summary
The present disclosure relates generally to systems and methods for facilitating two-way communication sessions using serverless cloud-based functions configured in a function-as-a-service (FaaS) system. One example includes accessing a template configured to execute a response based on an event, facilitating a two-way communication session with a user device, and processing data of the two-way communication session to identify an event trigger corresponding to the template. Execution of a serverless cloud-based function associated with the event trigger is requested, and one or more outputs of the serverless cloud-based function associated with the event trigger are integrated into the two-way communication session.