User-defined external support request routing platform

1. A computer-implemented method, the method comprising:

receiving, via an external communications support request routing system, a support communications integration definition object comprising an external communications platform type identifier, an external communications platform address, and an external communications platform credential, wherein the external communications platform credential comprises an external communications platform provider identifier and an authentication key associated with the external communications platform provider identifier;

updating a support communications platform integration in a configuration data store in response to receiving the support communications integration definition object, wherein updating the support communications platform integration comprises at least one of:

updating an external communications platform type set to include the external communications platform type identifier,

updating an external communications platform provider set to include the external communications platform provider identifier,

updating an external communications platform address set to include the external communications platform address, and

updating an external communications platform credential set to include the external communications platform credential;

parsing a client support request to identify support routing data;

determining a designated external communications platform address and a designated external communications platform credential from the support communications platform integration based on the support routing data; and

causing output of the client support request to the designated external communications platform address.

2. The method of claim 1 , wherein the designated external communications platform address is associated with the designated external communications platform credential, the method further comprising:

validating the designated external communications platform address, wherein the designated external communications platform address comprises at least one of a unique IP address, MAC address, API endpoint address, network component address, server system address, email address, phone number, or any other unique computer-readable address associated with a particular external communications platform; and

validating the designated external communications platform credential, wherein the designated external communications platform credential comprises a particular external communications platform provider identifier and an authentication key associated with the particular external communications platform provider identifier.

3. The method of claim 1 , wherein causing the output of the client support request includes initiating a client support session in association with the designated external communications platform address.

4. The method of claim 3 , wherein the external communications platform provider set comprises one or more external communications platform provider identifiers associated with one or more respective external communications platform providers offering at least one service related to facilitating a phone call, VOIP call, video call, group chat channel, email channel, or direct SMS messaging channel, and wherein the client support session comprises an engagement of the at least one service provided by the one or more respective external communications platform providers.

5. The method of claim 3 , wherein initiating the client support session in association with the designated external communications platform address further comprises:

connecting a client computing device associated with a particular external communications platform provider to one or more support computing devices associated with the external communications support request routing system, wherein the client computing device is associated with the designated external communications platform address.

6. The method of claim 5 , the method further comprising:

connecting the client computing device to the one or more support computing devices based on an on-call support device schedule, wherein the on-call support device schedule comprises an active list of the one or more support computing devices that are capable of communicating to the client computing device.

7. The method of claim 3 , the method further comprising:

extracting request record data from one or more support request record files associated with one or more prior client support sessions, wherein the one or more support request record files comprise audio files, video files, and transcription files, the method further comprising:

training a predictive machine learning model on a training data set, wherein the training data set comprises the request record data.

8. The method of claim 7 , the method further comprising:

employing the predictive machine learning model to generate insight data related to the external communications support request routing system, wherein the insight data comprises usage statistics and recommendations to optimize operational efficiency, costs, and scalability of the external communications support request routing system; and

updating the support communications platform integration based on the insight data generated by the predictive machine learning model.

9. A computer program product, the computer program product comprising at least one non-transitory computer-readable storage medium having computer-readable program code portions stored therein, the computer-readable program code portions configured to:

receive, via an external communications support request routing system, a support communications integration definition object comprising an external communications platform type identifier, an external communications platform address, and an external communications platform credential, wherein the external communications platform credential comprises an external communications platform provider identifier and an authentication key associated with the external communications platform provider identifier;

update a support communications platform integration in a configuration data store in response to receiving the support communications integration definition object, wherein updating the support communications platform integration comprises at least one of:

update an external communications platform type set to include the external communications platform type identifier,

update an external communications platform provider set to include the external communications platform provider identifier,

update an external communications platform address set to include the external communications platform address, and

update an external communications platform credential set to include the external communications platform credential;

parse a client support request to identify support routing data;

determine a designated external communications platform address and a designated external communications platform credential from the support communications platform integration based on the support routing data; and

cause output of the client support request to the designated external communications platform address.

10. The computer program product of claim 9 , wherein the designated external communications platform address is associated with the designated external communications platform credential, the computer-readable program code portions further configured to:

validate the designated external communications platform address, wherein the designated external communications platform address comprises at least one of a unique IP address, MAC address, API endpoint address, network component address, server system address, email address, phone number, or any other unique computer-readable address associated with a particular external communications platform; and

validate the designated external communications platform credential, wherein the designated external communications platform credential comprises a particular external communications platform provider identifier and an authentication key associated with the particular external communications platform provider identifier.

11. The computer program product of claim 9 , wherein the computer-readable program code portions configured to cause the output of the client support request are further configured to:

initiate a client support session in association with the designated external communications platform address.

12. The computer program product of claim 11 , wherein the external communications platform provider set comprises one or more external communications platform provider identifiers associated with one or more respective external communications platform providers offering at least one service related to facilitating a phone call, VOIP call, video call, group chat channel, email channel, or direct SMS messaging channel, and wherein the client support session comprises an engagement of the at least one service provided by the one or more respective external communications platform providers.

13. The computer program product of claim 11 , wherein the computer-readable program code portions configured to initiate the client support session in association with the designated external communications platform address are further configured to:

connect a client computing device associated with a particular external communications platform provider to one or more support computing devices associated with the external communications support request routing system, wherein the client computing device is associated with the designated external communications platform address.

14. The computer program product of claim 13 , wherein the computer-readable program code portions further configured to:

connect the client computing device to the one or more support computing devices based on an on-call support device schedule, wherein the on-call support device schedule comprises an active list of the one or more support computing devices that are capable of communicating to the client computing device.

15. The computer program product of claim 11 , wherein the computer-readable program code portions further configured to:

extract request record data from one or more support request record files associated with one or more prior client support sessions, wherein the one or more support request record files comprise audio files, video files, and transcription files; and

train a predictive machine learning model on a training data set, wherein the training data set comprises the request record data.

16. The computer program product of claim 15 , wherein the computer-readable program code portions further configured to:

employ the predictive machine learning model to generate insight data related to the external communications support request routing system, wherein the insight data comprises usage statistics and recommendations to optimize operational efficiency, costs, and scalability of the external communications support request routing system; and

update the support communications platform integration based on the insight data generated by the predictive machine learning model.

17. A system comprising one or more computers and one or more storage devices storing instructions that are operable, when executed by the one or more computers, to cause the one or more computers to:

receive, via an external communications support request routing system, a support communications integration definition object comprising an external communications platform type identifier, an external communications platform address, and an external communications platform credential, wherein the external communications platform credential comprises an external communications platform provider identifier and an authentication key associated with the external communications platform provider identifier;

update a support communications platform integration in a configuration data store in response to receiving the support communications integration definition object, wherein updating the support communications platform integration comprises at least one of:

update an external communications platform type set to include the external communications platform type identifier,

update an external communications platform provider set to include the external communications platform provider identifier,

update an external communications platform address set to include the external communications platform address, and

update an external communications platform credential set to include the external communications platform credential;

parse the client support request to identify support routing data;

determine a designated external communications platform address and a designated external communications platform credential from the support communications platform integration based on the support routing data; and

cause output of the client support request to the designated external communications platform address.

18. The system of claim 17 , wherein the designated external communications platform address is associated with the designated external communications platform credential, the instructions further configured to cause the one or more computers to:

validate the designated external communications platform address, wherein the designated external communications platform address comprises at least one of a unique IP address, MAC address, API endpoint address, network component address, server system address, email address, phone number, or any other unique computer-readable address associated with a particular external communications platform; and

validate the designated external communications platform credential, wherein the designated external communications platform credential comprises a particular external communications platform provider identifier and an authentication key associated with the particular external communications platform provider identifier.

19. The system of claim 17 , wherein the instructions configured to cause the one or more computers to cause the output of the client support request are further configured to:

initiate a client support session in association with the designated external communications platform address; and

in response to initiating the client support session, connect a client computing device associated with a particular external communications platform provider to one or more support computing devices associated with the external communications support request routing system, wherein the client computing device is associated with the designated external communications platform address.

20. The system of claim 19 , wherein the instructions are further configured to cause the one or more computers to:

extract request record data from one or more support request record files associated with one or more prior client support sessions, wherein the one or more support request record files comprise audio files, video files, and transcription files;

train a predictive machine learning model on a training data set, wherein the training data set comprises the request record data; and

employ the predictive machine learning model to generate insight data related to the external communications support request routing system, wherein the insight data comprises usage statistics and recommendations to optimize operational efficiency, costs, and scalability of the external communications support request routing system; and

update the support communications platform integration based on the insight data generated by the predictive machine learning model.