AI-based compliance and preference system
A method of providing artificial intelligence (AI) functionality to target legacy customer outreach platforms of a plurality of tenant enterprises includes storing a plurality of AI templates, each of which is associated with one or more AI routines, generating a campaign object associating one or more of the AI templates with a tenant enterprise from among the plurality of tenant enterprises, transforming a communication on a switching network associated with the tenant enterprise according to the one or more AI templates associated with the campaign object, and providing the transformed communication to a target legacy customer outreach platform of the tenant enterprise.
1. A non-transitory program storage medium on which are stored instructions executable by a processor to perform operations for providing artificial intelligence (AI) functionality to target legacy customer outreach platforms of a plurality of tenant enterprises, the operations comprising:
storing a plurality of AI templates, each of which is associated with one or more AI routines;
generating a campaign object associating one or more of the AI templates with a tenant enterprise from among the plurality of tenant enterprises;
transforming a communication on a switching network associated with the tenant enterprise according to the one or more AI templates associated with the campaign object; and
providing the transformed communication to a target legacy customer outreach platform of the tenant enterprise.
2. The non-transitory program storage medium of claim 1 , wherein at least one of the AI routines is selected from the group consisting of: a routing routine, a pacing routine, a compliance phrase search routine, a Best Time to Call (BTTC) routine, a customer preference prediction routine, a customer prioritization routine, a BOT conversation routine, and a predictive analytics routine.
3. The non-transitory program storage medium of claim 1 , wherein the communication is an outbound communication from the tenant enterprise and said transforming includes scrubbing the communication according to the one or more AI templates associated with the campaign object.
4. The non-transitory program storage medium of claim 1 , wherein the communication is an outbound communication from the tenant enterprise and said transforming includes ranking the communication according to the one or more AI templates associated with the campaign object.
5. The non-transitory program storage medium of claim 1 , wherein the communication is an outbound communication from the tenant enterprise and said transforming includes setting a communication medium for the communication according to one or more AI templates associated with the campaign object.
6. The non-transitory program storage medium of claim 1 , wherein the communication is an inbound communication to the tenant enterprise and said transforming includes routing the communication according to the one or more AI templates associated with the campaign object.
7. The non-transitory program storage medium of claim 1 , wherein the operations further comprise:
modifying a customer list according to the one or more AI templates associated with the campaign object; and
providing the modified list to the target legacy customer outreach platform of the tenant enterprise.
8. The non-transitory program storage medium of claim 7 , wherein said modifying the customer list includes scrubbing the customer list in accordance with data from one or more databases selected from the group consisting of: a national “do not call” database, a litigator database, and a regional rules database.
9. The non-transitory storage medium of claim 7 , wherein said modifying the customer list includes adding customer data from one or more social media sources.
10. The non-transitory storage medium of claim 7 , wherein said modifying the customer list includes adding customer data from one or more media sources selected from the group consisting of Twitter®, Facebook®, Twilio®, Tropo®, DataSift®, and Nylas®.
11. The non-transitory storage medium of claim 7 , further comprising:
associating the campaign object with one or more customer lists of the tenant enterprise;
wherein the customer list modified in said modifying is a customer list from among the one or more customer lists of the tenant enterprise associated with the campaign object.
12. The non-transitory storage medium of claim 1 , wherein the operations further comprise associating the campaign object with one or more agents of the tenant enterprise.
13. The non-transitory storage medium of claim 1 , wherein the operations further comprise associating the campaign object with customer experience data of the tenant enterprise.
14. The non-transitory storage medium of claim 1 , wherein the target legacy customer outreach platform of the tenant enterprise is a platform selected from the group consisting of an automatic call distributor (ACD) platform, a dialer platform, a customer relationship management (CRM) platform, and a digital engagement platform.
15. The non-transitory storage medium of claim 14 , wherein the operations further comprise associating the campaign object with a file exchange format of the target legacy customer outreach platform.
16. The non-transitory storage medium of claim 1 , wherein the operations further comprise associating the campaign object with one or more campaign-related items of data selected from the group consisting of a communications channel of a particular outreach campaign, routing rules of a particular outreach campaign and scheduling data of a particular outreach campaign.
17. The non-transitory storage medium of claim 1 , wherein the operations further comprise:
generating a generic form to be used by the plurality of tenant enterprises for input of customer preferences;
branding the generic form to match a look and feel of a web site or mobile application of the tenant enterprise; and
hosting the branded form to be accessed upon redirection from the web site or mobile application of the tenant enterprise.
18. The non-transitory storage medium of claim 17 , wherein the operations further comprise:
storing a customer input to the branded form; and
said transforming includes running the one or more AI templates based on the customer input.
19. A method of providing artificial intelligence (AI) functionality to target legacy customer outreach platforms of a plurality of tenant enterprises, the method comprising:
storing a plurality of AI templates, each of which is associated with one or more AI routines;
generating a campaign object associating one or more of the AI templates with a tenant enterprise from among the plurality of tenant enterprises;
transforming a communication on a switching network associated with the tenant enterprise according to the one or more AI templates associated with the campaign object; and
providing the transformed communication to a target legacy customer outreach platform of the tenant enterprise.
20. A system for providing artificial intelligence (AI) functionality to target legacy customer outreach platforms of a plurality of tenant enterprises, the system comprising:
a database for storing a plurality of AI templates, each of which is associated with one or more AI routines;
a decisioning and workflow engine for generating a campaign object associating one or more of the AI templates with a tenant enterprise from among the plurality of tenant enterprises;
an omni-channel routing and media services subsystem for receiving a communication on a switching network associated with the tenant enterprise;
an AI-based compliance and preference server for transforming the communication according to the one or more AI templates associated with the campaign object; and
a third party customer outreach platform server for providing the transformed communication to a target legacy customer outreach platform of the tenant enterprise.