Function-as-a-service for two-way communication systems
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.
1. A computer-implemented method comprising:
accessing a template configured to execute a response based on an event;
facilitating a two-way communication session with a user device, wherein the two-way communication session includes a natural language communication;
processing data of the two-way communication session to identify an event trigger corresponding to the template;
requesting execution of a serverless cloud-based function associated with the event trigger, wherein requesting the serverless cloud-based function includes transmitting code associated with the serverless cloud-based function; and
integrating one or more outputs of the serverless cloud-based function associated with the event trigger into the two-way communication session, wherein when the code is received at a serverless provider, the serverless provider executes the code to generate the one or more outputs of the serverless cloud-based function.
2. The computer-implemented method of claim 1 , further comprising:
terminating execution of the serverless cloud-based function based on a termination of the two-way communication session.
3. The computer-implemented method of claim 1 , further comprising:
processing data of the two-way communication session to identify a function termination trigger corresponding to the serverless cloud-based function; and
terminating the serverless cloud-based function based on the function termination trigger.
4. The computer-implemented method of claim 1 , wherein requesting the serverless cloud-based function associated with the event trigger further comprises:
transmitting a request, wherein when the request is received at a function-as-a-service platform, the function-as-a-service platform generates the one or more outputs.
5. The computer-implemented method of claim 1 , wherein the template includes contact center data for a contact center associated with the two-way communication session and a terminal device associated with an agent.
6. The computer-implemented method of claim 1 , further comprising:
receiving configuration settings associated with a client system, the configuration settings selecting the template and one or more event triggers corresponding to the template; and
automatically associating the template with two-way communication sessions associated with the client system.
7. The computer-implemented method of claim 1 , further comprising:
facilitating connection of the user device to a terminal device associated with an agent, wherein the event trigger is communication data indicating a switch from an automated agent to a human agent, and wherein the one or more outputs indicate the agent and the terminal device.
8. The computer-implemented method of claim 1 , wherein the code associated with the serverless cloud-based function includes custom logic to develop a conversational experience for the two-way communication session in response to a conversation started event.
9. The computer-implemented method of claim 1 , wherein the code associated with the serverless cloud-based function includes custom logic to develop a conversational experience for the two-way communication session in response to a survey submitted event.
10. The computer-implemented method of claim 1 , wherein the code associated with the serverless cloud-based function provides real-time natural language processing for a specialized topic associated with the two-way communication session.
11. A system comprising:
a memory; and
one or more processors coupled to the memory and configured to perform operations comprising:
accessing a template configured to execute a response based on an event;
facilitating a two-way communication session with a user device, wherein the two-way communication session includes a natural language communication;
processing data of the two-way communication session to identify an event trigger corresponding to the template;
requesting execution of a serverless cloud-based function associated with the event trigger, wherein requesting the serverless cloud-based function includes transmitting code associated with the serverless cloud-based function; and
integrating one or more outputs of the serverless cloud-based function associated with the event trigger into the two-way communication session, wherein when the code is received at a serverless provider, the serverless provider executes the code to generate the one or more outputs of the serverless cloud-based function.
12. The system of claim 11 , further comprising:
terminating execution of the serverless cloud-based function based on a termination of the two-way communication session.
13. The system of claim 11 , further comprising:
processing data of the two-way communication session to identify a function termination trigger corresponding to the serverless cloud-based function; and
terminating the serverless cloud-based function based on the function termination trigger.
14. The system of claim 11 , wherein requesting the serverless cloud-based function associated with the event trigger further comprises:
transmitting a request, wherein when the request is received at a function-as-a-service platform, the function-as-a-service platform generates the one or more outputs.
15. The system of claim 11 , wherein the template includes contact center data for a contact center associated with the two-way communication session and a terminal device associated with an agent.
16. The system of claim 11 , further comprising:
receiving configuration settings associated with a client system, the configuration settings selecting the template and one or more event triggers corresponding to the template; and
automatically associating the template with two-way communication sessions associated with the client system.
17. The system of claim 11 , further comprising:
facilitating connection of the user device to a terminal device associated with an agent, wherein the event trigger is communication data indicating a switch from an automated agent to a human agent, and wherein the one or more outputs indicate the agent and the terminal device.
18. A non-transitory computer readable medium comprising instructions that, when executed by one or more processors of a device, cause the device to perform operations comprising:
accessing a template configured to execute a response based on an event;
facilitating a two-way communication session with a user device, wherein the two-way communication session includes a natural language communication;
processing data of the two-way communication session to identify an event trigger corresponding to the template;
requesting execution of a serverless cloud-based function associated with the event trigger, wherein requesting the serverless cloud-based function includes transmitting code associated with the serverless cloud-based function; and
integrating one or more outputs of the serverless cloud-based function associated with the event trigger into the two-way communication session, wherein when the code is received at a serverless provider, the serverless provider executes the code to generate the one or more outputs of the serverless cloud-based function.
19. The non-transitory computer readable medium of claim 18 , wherein the instructions further cause the device to perform operations comprising:
terminating execution of the serverless cloud-based function based on a termination of the two-way communication session.
20. The non-transitory computer readable medium of claim 18 , wherein the instructions further cause the device to perform operations comprising:
processing data of the two-way communication session to identify a function termination trigger corresponding to the serverless cloud-based function; and
terminating the serverless cloud-based function based on the function termination trigger.
21. The non-transitory computer readable medium of claim 18 , wherein requesting the serverless cloud-based function associated with the event trigger further comprises:
transmitting a request, wherein when the request is received at a function-as-a-service platform, the function-as-a-service platform generates the one or more outputs.
22. The non-transitory computer readable medium of claim 18 , wherein the template includes contact center data for a contact center associated with the two-way communication session and a terminal device associated with an agent.
23. The non-transitory computer readable medium of claim 18 , wherein the instructions further cause the device to perform operations comprising:
receiving configuration settings associated with a client system, the configuration settings selecting the template and one or more event triggers corresponding to the template; and
automatically associating the template with two-way communication sessions associated with the client system.
24. The non-transitory computer readable medium of claim 18 , wherein the instructions further cause the device to perform operations comprising:
facilitating connection of the user device to a terminal device associated with an agent, wherein the event trigger is communication data indicating a switch from an automated agent to a human agent, and wherein the one or more outputs indicate the agent and the terminal device.