Systems and methods for intelligent delivery of communications
Systems, methods and products for intelligent delivery of communications, where a machine learning engine is trained to identify an output channel for delivery of a communication based on received context information and intended recipient information and to route the communication to the selected channel. An intelligent delivery task in a communication flow model is performed by the machine learning engine, which receives customer/recipient data such as age, region, gender, etc., and context data such as communication type, time of day, working hours, etc., and uses this data to determine which of a set of different channels is likely to be most effecting for sending the communication to the recipient. A user therefore does not have to build a complex static communication flow, but simply adds an intelligent delivery task to the flow. The output channel is dynamically selected and may vary for different recipients and communications.
1. A system for communication management and delivery, the system comprising:
a communication generator component;
a communication flow engine coupled to the communication generator component, the communication flow engine sending a request to the communication generator component to generate a runtime communication;
a communication delivery tracker coupled to the communication generator component, wherein the communication delivery tracker receives enterprise events from a set of enterprise tools and forwards the enterprise events to the communication generator component;
the communication generator component generating the runtime communication based on at least the enterprise events forwarded from the communication delivery tracker, the runtime communication comprising at least one of:
an external system communication sent to an external system via an external system output connector; and
an internal system communication sent to an internal system via an internal system output connector.
2. The system of claim 1 , wherein the communication generator component is coupled to a data platform to receive a set of parameters, and wherein the runtime communication is associated with and sent to a recipient, the set of parameters received from the data platform comprising attributes associated with the recipient.
3. The system of claim 2 , wherein the runtime communication is received by a recipient and wherein the set of parameters of the data platform comprise:
a set of attributes related to an audience of recipients including the recipient; and
a set of attributes related to the recipient.
4. The system of claim 2 , wherein the enterprise events are related to the recipient, the runtime communication sent to the recipient further based on delivery events received from the communication delivery tracker, the delivery events associated with the recipient.
5. The system of claim 4 , wherein the recipient comprises a plurality of recipients, one of the recipients receiving the internal system communication and another one of the recipients receiving the external system communication.
6. The system of claim 1 , wherein the runtime communication is a plurality of runtime communications, the system further comprising:
an event collector coupled to the external system output connector and to the internal system output connector, the event collector receiving delivery events corresponding to the plurality of runtime communications and storing the at least a portion of the delivery events in an event database, the communication delivery tracker coupled to the event database and receiving at least a portion of the delivery events from the event database.
7. The system of claim 1 , further comprising:
a flow event component coupled to the communication flow engine, wherein the communication flow engine executes a preexisting communication flow model, and wherein the flow event component receives flow events related to the communication flow model and forwards the flow events to the communication flow engine, the communication flow engine processing the communication flow model based at least in part on the received flow events.
8. A method for communication management and delivery, the method comprising:
at a communication flow engine coupled to a communication generator component,
sending a request to the communication generator component to generate a runtime communication;
forwarding enterprise events to a communication delivery tracker coupled to the communication generator component, wherein the communication delivery tracker receives a set of enterprise events;
generating, at the communication generator component, the runtime communication based on at least the enterprise events forwarded from the communication delivery tracker; and
sending, at the communication generating component, the runtime communication comprising at least one of:
an external system communication to an external system via an external system output connector coupled to the communication generator component; and
an internal system communication to an internal system via an internal system output connector coupled to the communication generator component.
9. The method of claim 8 , further comprising:
receiving, at the communication generator component, a set of parameters from a data platform coupled to the communication generator component, wherein the runtime communication is associated with a recipient, and the set of parameters received from the data platform comprises attributes associated with the recipient.
10. The method of claim 9 , further comprising:
receiving, by a recipient, the runtime communication, wherein the set of parameters of the data platform comprise a set of attributes related to an audience of recipients including the recipient and a set of attributes related to the recipient.
11. The method of claim 9 , wherein the enterprise events are related to the recipient, the method further comprising:
receiving delivery events from the communication delivery tracker, the delivery events associated with the recipient; and
sending, at the communication generator component, the runtime communication to the recipient further based on the delivery events.
12. The method of claim 11 , wherein the recipient is a plurality of recipients, the method further comprising:
receiving, by one of the recipients, the internal system communication; and
receiving, by another one of the recipients, the external system communication.
13. The method of claim 8 , wherein the runtime communication is a plurality of runtime communications, the method further comprising:
receiving, at an event collector coupled to the external system output connector and to the internal system output connector, delivery events corresponding to at least a portion of the plurality of runtime communications;
receiving, at the communication delivery tracker coupled to the event database, at least a portion of the delivery events; and
storing the at least a portion of the delivery events at an event database.
14. The method of claim 8 , further comprising;
receiving, at a flow event component coupled to the communication flow engine, flow events related to a preexisting communication flow model;
forwarding the flow events to the communication flow engine; and
processing, at the communication flow engine, the communication flow model based at least in part on the received flow events.
15. A computer program product for communication management and delivery, the computer program product comprising:
a storage medium comprising computer instructions that, when loaded into a memory of a processor, causes the processor to perform:
at a communication flow engine coupled to a communication generator component, sending a request to the communication generator component to generate a runtime communication;
forwarding enterprise events to a communication delivery tracker coupled to the communication generator component, wherein the communication delivery tracker receives a set of enterprise events;
generating, at the communication generator component, the runtime communication based on at least the enterprise events forwarded from the communication delivery tracker; and
sending, at the communication generating component, the runtime communication comprising at least one of:
an external system communication to an external system via an external system output connector coupled to the communication generator component; and
an internal system communication to an internal system via an internal system output connector coupled to the communication generator component.
16. The computer program product of claim 15 , the processor further performing receiving, at the communication generator component, a set of parameters from a data platform coupled to the communication generator component, wherein the runtime communication is associated with a recipient and wherein the set of parameters received from the data platform comprises attributes associated with the recipient.
17. The computer program product of claim 16 , wherein the enterprise events are related to the recipient, the processor further performing:
receiving delivery events from the communication delivery tracker, the delivery events associated with the recipient; and
sending, at the communication generator component, the runtime communication to the recipient further based on the delivery events.
18. The computer program product of claim 17 , wherein the recipient comprises a plurality of recipients, the processor further performing:
receiving, by one of the recipients, the internal system communication; and
receiving, by another one of the recipients, the external system communication.
19. The computer program product of claim 15 , wherein the runtime communication comprises a plurality of runtime communications, the processor further performing:
receiving, at an event collector coupled to the external system output connector and to the internal system output connector, delivery events corresponding to at least a portion of the plurality of runtime communications;
receiving, at the communication delivery tracker coupled to the event database, the at least a portion of the delivery events; and
storing the at least a portion of the delivery events in an event database.
20. The computer programming product of claim 15 , the processor further performing;
receiving, at a flow event component coupled to the communication flow engine, flow events related to a preexisting communication flow model;
forwarding the flow events to the communication flow engine; and
processing, at the communication flow engine, the communication flow model based at least in part on the received flow events.