Apparatuses and methods involving an integrated contact center

US11445063B1 · kind B1 · utility

Assignee

• 8x8, Inc. · US

Inventors

• Justin Driemeyer · Redwood City, US
• Manu Mukerji · Campbell, US
• Vijai Gandikota · Campbell, US
• Soumyadeb Mitra · San Jose, US
• Solomon Fung · San Mateo, US
• Arunim Samat · Campbell, US
• Zhishen Liu · Campbell, US

Key dates

• Filing date: Mar 18, 2020
• Grant date: Sep 13, 2022
• Expiry date: May 30, 2040

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/10
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

Apparatuses and methods concerning providing a data-communications virtual assistant are disclosed. As an example, one apparatus includes a data-communications server. The data-communications server is configured to process user-data-communications between a client station and another station participating in data-communications via the data-communications services where the client station is associated with one client entity. The server is also configured to identify a context for each respective user-data-communication between the client station and the participating station, where the context data corresponds to at least one communications-specific characteristic associated with the user-data-communications, and to retrieve structured and unstructured data relating to previous data-communications provided by the data-communications server. The server is also configured to provide the integrated contact center to particular end users based on the identified context, and including data generated from the retrieved structured and unstructured data.