A system and method for customizing communication processing within a communication platform that includes configuring a service handler, which comprises of at least setting execution code of the service handler; setting an association between the service handler and a communication event of the communication platform; detecting the occurrence of the communication event of a communication facilitated through the communication platform; invoking the service handler in response to the event, which comprises: executing the execution code in a serverless execution environment and generating a service handler response; and augmenting the communication in accordance with the service handler response.

Systems and methods are described herein for providing multiple, different types of information for mobile devices and associated users to requesting systems, such as customer service systems provided by telecommunications carriers. The systems and methods may generate a single API that, when called by a requesting system (e.g., via a request transmitted by the requesting system that includes subscriber or device information), provides data collected from multiple, disparate data sources back to the requesting system via the single API.

A system and method for customizing communication processing within a communication platform that includes configuring a service handler, which comprises of at least setting execution code of the service handler; setting an association between the service handler and a communication event of the communication platform; detecting the occurrence of the communication event of a communication facilitated through the communication platform; invoking the service handler in response to the event, which comprises: executing the execution code in a serverless execution environment and generating a service handler response; and augmenting the communication in accordance with the service handler response.

A customer effort architecture that estimates customer effort, identifies the friction points and processes leading to excessive customer effort is disclosed. The framework for measuring customer effort using Customer Effort Architecture involves segmenting the KPI's into segments including Cognitive Effort, Time Effort and Emotional Effort. Cognitive effort is the amount of mental energy required to process information. Time effort is the amount of time taken to address the customer requirements. Emotional effort measures psychological parameters experienced by a customer while addressing complaints. The customer effort architecture identifies weights to all the parameters used in calculating effort score, thereby fine tuning the impact each parameter has with respect to the effort score based on business dynamics.

Methods and systems are provided for providing an insights page. When data identifying a party of a call is received, a customer relationship management (CRM) application can be launched at a computing device without any further user input, and records that are potentially relevant to the call and that are to potentially be included as part of an insights page of the CRM application can be automatically determined. Some of the records are automatically determined by analyzing CRM information using artificial intelligence technologies. The records can then be ranked in a priority order according to relevance from most relevant to least relevant. The insights page can then be caused to be displayed at a user interface of the computing device without user input with at least some of the records displayed in the priority order as relevant records.

A method for managing a communication call between a caller communications terminal and a called communications terminal. The caller communications terminal has a permanent main call identifier and at least one recorded temporary secondary call identifier, in association with the main call identifier, in at least one communications management device. When the caller communications terminal initiates a communication call to the called communications terminal from the secondary call identifier, such a method implements: sending, to the called terminal, a notification including at least the main call identifier, the secondary call identifier and at least one piece of identification information of a user of the calling terminal associated with said secondary call identifier; and routing the communication call to the called terminal in using the secondary call identifier.

A method applicable to a multi-subscriber identity module (SIM) call management process includes parsing, by a managed device, an incoming call to obtain call information, determining a communications circuit corresponding to a called identifier, and when the managed device has performed an incoming call shielding setting on the communications circuit in response to a remote management instruction sent by an entitlement server (ES), skipping responding, by the managed device, to an incoming call event, or receiving, by the server, a remote management instruction from the ES, and deleting or freezing routing information corresponding to an identifier in response to the remote management instruction such that a communications circuit corresponding to the identifier in the managed device is unable to respond to an incoming call event.

Systems and methods are described herein for providing multiple, different types of information for mobile devices and associated users to requesting systems, such as customer service systems provided by telecommunications carriers. The systems and methods may generate a single API that, when called by a requesting system (e.g., via a request transmitted by the requesting system that includes subscriber or device information), provides data collected from multiple, disparate data sources back to the requesting system via the single API.

Systems and methods for monitoring a user's insurance activities and generating an insurance agency IVR menu customized for each user are presented. In some embodiments, one or more items of interest to an insurance policyholder may be identified by analyzing past activity that the insurance policyholder has engaged in. A weighting may be assigned to the one or more identified items of interest based on the type of activity that the insurance policyholder has been engaged in. A plurality of natural language IVR menu options may be generated such that each IVR menu option corresponds to each of the one or more identified items of interest. The plurality of natural language IVR menu options may be provided to the insurance policyholder in an order that corresponds to the weighting of each identified item of interest corresponding to each of the plurality of natural language IVR menu options.

Methods, systems, and computer program products are provided. A computing device identifies a first communication mode being used by a user to communication with at least one other user. The computing device analyzes the communication effectiveness between the user and the at least one other user based, at least partly, on determining a sentiment and an emotional state of the user. The computing device determines a second communication mode available to the user and the at least one other user that is more effective than the first communication mode based on the analyzing. The first communication mode is then switched to the second communication mode and a summary of communications between the user and the at least one other user is provided via the second communication mode.