US 11,889,026 B2
Unified communications call routing and decision based on integrated analytics-driven database and aggregated data
Bryan R. Martin, Campbell, CA (US); Matt Taylor, Campbell, CA (US); and Manu Mukerji, Campbell, CA (US)
Assigned to 8x8, Inc., Campbell, CA (US)
Filed by 8x8, Inc., Campbell, CA (US)
Filed on Aug. 18, 2022, as Appl. No. 17/890,749.
Application 17/890,749 is a continuation of application No. 17/382,106, filed on Jul. 21, 2021, granted, now 11,425,252, issued on Aug. 23, 2022.
Claims priority of provisional application 63/187,185, filed on May 11, 2021.
Prior Publication US 2022/0407962 A1, Dec. 22, 2022
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/523 (2006.01); H04M 3/51 (2006.01)
CPC H04M 3/5233 (2013.01) [H04M 3/5141 (2013.01)] 23 Claims
OG exemplary drawing
 
1. A method comprising:
receiving and processing, in a data-communications platform including a set of data-communications computer servers, incoming data-communication interactions (“incoming interactions”) including different types of digitally-represented communications among which are incoming calls;
providing access, in a database of information sets stored in a memory circuit that is integrated with the data-communications platform in terms of at least one of physical attributes and logical attributes characterizing authorized accesses to the memory circuit, to each of the information sets which represents aspects of past incoming data-communication interactions processed by the data-communications platform and which has data aggregated and organized based on data collected in response to previous ones of the incoming interactions;
automatically training the data-communications platform, by use of an AI/ML (artificial intelligence and/or machine learning) algorithm to handle forthcoming incoming interactions based at least in part on processing of the past incoming data-communication interactions; and
the data-communications platform responding to a respective one of the incoming interactions and to the automatically training, while the data-communications platform is integrated with the memory circuit, by:
accessing, via the database, at least one of the information sets associated with the respective one of the incoming interactions;
utilizing from past interactions and at least one other data source; and
facilitating, in response to the utilization of the data and to the access of the database, an automated self-service experience for respective users or originators of the incoming interactions through their processing, the automated self-service experience including at least one of: resolution of inquiries discerned through the incoming interactions; and call-decision routing of the incoming interactions to designated call-center agents or specialists having specific knowledge of subject matter discerned through the incoming interactions.