公开(公告)号：US11368551B1

公开(公告)日：2022-06-21

申请号：US17354061

申请日：2021-06-22

申请人： 8×8, Inc.

发明人： Ali Arsanjani ,  Bryan R. Martin ,  Manu Mukerji ,  Venkat Nagaswamy ,  Marshall Lincoln

IPC分类号： H04L67/63 ,  G10L25/54 ,  H04L41/22 ,  G10L15/22

摘要： Certain aspects of the disclosure are directed to context aggregation in a data communications network. According to a specific example, process user-data communications between a client station and another station participating in data communications via the data communications services can be processed, where the client station is associated with one of a plurality of client entities configured and arranged to interface with a data communications server providing data communications services. Context information can be aggregated for each respective user-data communication between the client station and the participating station, where the context information corresponds to at least one communications-specific characteristic associated with the user-data communications. In response to receipt of a subsequent user-data communication from the participating station and intended for the client station, present to the participating station a dynamic series of inquiries to address the subsequent user-data communication, based on the aggregated context information.

公开(公告)号：US11700332B1

公开(公告)日：2023-07-11

申请号：US17543232

申请日：2021-12-06

申请人： 8×8, Inc.

发明人： Arunim Samat ,  Vijai Gandikota ,  Manu Mukerji ,  Zhishen Liu

IPC分类号： H04M3/42 ,  H04M3/523 ,  H04M3/51 ,  H04L51/046

CPC分类号： H04M3/5233 ,  H04L51/046 ,  H04M3/5175 ,  H04M3/5191 ,  H04M3/5237 ,  H04M2201/42 ,  H04M2203/402

摘要： 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.

公开(公告)号：US11979273B1

公开(公告)日：2024-05-07

申请号：US17332339

申请日：2021-05-27

申请人： 8×8, Inc.

发明人： Bryan R. Martin ,  Matt Taylor ,  Manu Mukerji

IPC分类号： H04L41/0803 ,  G06F3/16 ,  G06F16/23 ,  G06F16/65 ,  G06F40/279 ,  G10L15/26 ,  H04L41/08 ,  H04L51/02

CPC分类号： H04L41/0803 ,  G06F3/167 ,  G06F16/23 ,  G06F16/65 ,  G06F40/279 ,  G10L15/26 ,  H04L41/0876 ,  H04L51/02

摘要： In one example, a server system interfaces with a plurality of remotely-situated client entities to provide data communications services. The system uses processing circuitry to access an archive of voice data indicative of transcribed audio conversations between a client station and another station participating via the data communications services. Archived voice data includes keywords associated with at least one intent or at least one topic of the transcribed audio conversations. The system identifies keywords and/or identified contexts in a message (e.g., text-based message) received by a text-based virtual assistant, and correlates the text-based message with at least one intent or at least one topic by matching keywords from the archive of digital voice data with the identified keywords from the text-based message. The system may automatically configure the virtual assistant associated with the remotely-situated client entity to address the received text-based message, based on the correlation.

公开(公告)号：US11622043B1

公开(公告)日：2023-04-04

申请号：US16822718

申请日：2020-03-18

申请人： 8×8, Inc.

发明人： Arunim Samat ,  Soumyadeb Mitra ,  Vijai Gandikota ,  Manu Mukerji ,  Solomon Fung

IPC分类号： H04M3/00 ,  H04M3/523 ,  H04M3/436 ,  H04M3/51 ,  G10L15/18 ,  G10L15/08

摘要： 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.