Realtime contextual event notification system
A realtime contextual event notification system that ingests events as streams from any authorized entity applies rules to the event streams, determines a context of an end-user who is a recipient of a targeted notification, and provides notifications to the end-user in accordance with the context. The event streams may come from multiple sources and rules may be applied to provide realtime contextual information associated with the end-user.
1 . A method of providing realtime contextual event notifications, comprising:
receiving, at an API gateway component, event messages from a source over a socket connection;
receiving, at a recorder management system, call event messages from the source, wherein the call event messages comprise application events and linguistic events;
forwarding, by the recorder management system, the event messages and the call event messages to a notification application programming interface (API) that provides a RESTful API to connect the event messages and the call event messages to a managed streaming component;
processing, at the managed streaming component, the event messages and the call event messages to determine a context including a condition of a user and a circumstance of a customer interaction to generate event notifications; and
communicating event notifications to a client management service that determines a target client to receive the event notifications.
2 . The method of claim 1 , wherein the event messages comprise linguistic events and application events.
3 . The method of claim 1 , further comprising authenticating the event messages and the call event messages using a token that is contained within a header.
4 . The method of claim 1 , the processing further comprising:
determining a current state of a call associated with the event messages using the call event messages;
updating a cache with a most current event of the call; and
adding the event notifications for consumption by the client management service for delivery to the target client.
5 . The method of claim 1 , further comprising receiving feedback on the event notifications from the target client.
6 . The method of claim 1 , further comprising:
receiving a connection from the target client; and
sending scripting language code to the target client that defines a user interface.
7 . The method of claim 1 , further comprising:
receiving the event messages as parallel streams;
processing the parallel streams by topic; and
determining the context in realtime as the parallel streams are received.
8 . A computer system, comprising: a memory comprising computer-executable instructions; and a processor configured to execute the computer-executable instructions and cause the computer system to perform a method of providing realtime contextual event notifications, the computer system executing instructions to:
receive, at an API gateway component, event messages from a source over a socket connection;
receive, at a recorder management system, call event messages from the source, wherein the call event messages comprise application events and linguistic events;
forward, by the recorder management system, the event messages and the call event messages to a notification application programming interface (API) that provides a RESTful API to connect the event messages and the call event messages to a managed streaming component;
process, at the managed streaming component, the event messages and the call event messages to determine a context to generate event notifications; and
communicate the event notifications to a client management service that determines a target client to receive the event notifications.
9 . The computer system of claim 8 , wherein the event messages comprise linguistic events and application events.
10 . The computer system of claim 8 , wherein the event messages and the call event messages are authenticated using a token that is contained within a header.
11 . The computer system of claim 8 , wherein a current state of a call associated with the event messages is determined using the call event messages, wherein a cache is updated with a most current event of the call, and wherein the event notifications are processed for consumption by the client management service for delivery to the target client.
12 . The computer system of claim 8 , wherein feedback on the event notifications is received from the target client.
13 . The computer system of claim 8 , wherein a connection is received from the target client, and wherein scripting language code that defines a user interface is sent to the target client.
14 . The computer system of claim 8 , wherein the event messages are received as parallel streams, wherein the parallel streams are processed by topic, and wherein the context is determined in realtime as the parallel streams are received.
15 . A non-transitory computer readable medium comprising instructions that, when executed by a processor of a processing system, cause the processing system to perform a method of providing realtime contextual event notifications, comprising instructions to:
receive, at an API gateway component, event messages from a source over a socket connection;
receive, at a recorder management system, call event messages from the source, wherein the call event messages comprise application events and linguistic events;
forward, by the recorder management system, the event messages and the call event messages to a notification application programming interface (API) that provides a RESTful API to connect the event messages and the call event messages to a managed streaming component;
process, at the managed streaming component, the event messages and the call event messages to determine a context; and
communicate event notifications to a client management service that determines a target client to receive the event notifications.
16 . The non-transitory computer readable medium of claim 15 , wherein the event messages comprise linguistic events and application events.
17 . The non-transitory computer readable medium of claim 15 , further comprising instructions to authenticate the event messages and the call event messages using a token that is contained within a header.
18 . The non-transitory computer readable medium of claim 15 , further comprising instructions to:
determine a current state of a call associated with the event messages using the call event messages;
update a cache with a most current event of the call; and
add the event notifications for consumption by the client management service (CMS) for delivery to the target client.