8X8, Inc.

Vijai Gandikota

Manu Mukerji

Arunim Samat

Soumyadeb Mitra

Solomon Fung

Zhishen Liu

Justin Potter Driemeyer

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 data-communications room recommendations are disclosed. As an example, one apparatus includes a data-communications server. The data-communications server is configured to provide user-data-communications sessions. The server is also configured to retrieve data-communications messages, which may arise from a plurality of disparate interconnected data-communications systems, and batch the data communications messages for a particular data-communications room together to create a room document. Responding to receipt of a request from a particular user, the server identifies a particular data-communications room for a particular inquiry.

Apparatuses and methods involving data-communications room predictions

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

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.

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Campbell, CA, United States of America

Vijai Gandikota