Apparatuses and methods involving an integrated contact center
US12278925B1 · kind B1 · utility
Assignee
Inventors
Key dates
| Filing date | Aug 25, 2023 |
| Grant date | Apr 15, 2025 |
| Priority date | — |
| Expiry date | Aug 25, 2043 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04M2203/10
- WIPO fieldTelecommunications
- WIPO sectorElectrical 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.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.