8x8, Inc.

Arunim Samat

Manu Mukerji

Vijai Gandikota

Soumyadeb Mitra

Solomon Fung

Zhishen Liu

Justin Potter Driemeyer

Venkat Nagaswamy

Abhishek Kashyap

Abishek Kashyap

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.

Apparatuses and methods involving an integrated contact center

Apparatuses and methods concerning providing a data-communications contact center virtual agent are disclosed. As an example, user-data communications between client and participant stations are facilitated as follows, which may be implemented using a data communications server and associated communications circuitry. Service request data is received from users at a participant stations, and context information is identified for user-data communications between a client station and the participant stations based on the service request data associated with the user-data communications. The identified context information is aggregated for the client station and used for choosing a data routing option routing data with each user at the participant stations, based on the service request data and the aggregated context information.

Communications system for automatically routing data communications based on a chosen routing option

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-communication between a client station and another client station participating in data-communications via the data-communications server, where each client station is associated with one client entity. The server is also configured to identify a context for each user-data-communication between the client station and the other client station, where the context corresponds to at least one communications-specific characteristic associated with the user-data-communication.

Apparatuses and methods involving data-communications virtual assistance

Apparatuses and methods concerning providing a data-communications contact center virtual agent are disclosed. As an example, user-data-communications between client and participant stations are facilitated as follows, which may be implemented using a data communications server and associated communications circuitry. Service request data is received from users at a participant stations, and context information is identified for user-data-communications between a client station and the participant stations based on the service request data at least one communications-specific characteristic associated with the user-data-communications. The identified context information is aggregated for the client station and used for choosing a data routing option routing data with each user at the participant stations, based on the service request data and the aggregated context information.

Apparatuses and methods involving a contact center virtual agent

In one example, a computer-based system determines a relationship between a first job and a second job at one or more companies, by using a title data store, a training module, and a prediction module, wherein the title data store accepts job-related information characterizing at least one job-related position that includes at least one of title, corporate entity, job description, and job-related interest data. The training module accepts input data from the title data store, calculates or generates a set of coefficients and a set of job-related vectors from the input data, and stores the coefficients into a database. The prediction module may accept: a first set of data including at least one of a first title, a first corporate designation data, a second set of data including at least one of a second title and a second corporate designation data, and the coefficients from the training module; and then a similarity between the first set of data and the second set of data may be calculated.

Systems and methods involving semantic determination of job titles

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-communication between a client station and another client station participating in data-communications via the data-communications server, where each client station is associated with one client entity. The server is also configured to identify a context for each user-data-communication between the client station and the other client station, where the context corresponds to at least one communications-specific characteristic associated with the user-data-communication. The server is further configured to apply call routing based on the identified context.

A system is described which accepts corporate title and employee data associated with that corporate title data at a first company, putting the corporate title and employee data through a configured network and generating a vector of terms and a set of coefficients associated with that title. Information about an employee is put through a second network using those terms and coefficients to determine if the employee would have the same or similar title at the first company.

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Campbell, CA, United States of America

Arunim Samat