US 11,700,332 B1
Apparatuses and methods involving a contact center virtual agent
Arunim Samat, Campbell, CA (US); Vijai Gandikota, Campbell, CA (US); Manu Mukerji, Campbell, CA (US); and Zhishen Liu, Campbell, CA (US)
Assigned to 8x8, Inc., Campbell, CA (US)
Filed by 8×8, Inc., Campbell, CA (US)
Filed on Dec. 6, 2021, as Appl. No. 17/543,232.
Application 17/543,232 is a continuation of application No. 16/822,739, filed on Mar. 18, 2020, granted, now 11,196,866, issued on Dec. 7, 2021.
Claims priority of provisional application 62/820,160, filed on Mar. 18, 2019.
This patent is subject to a terminal disclaimer.
Int. Cl. H04M 3/42 (2006.01); H04M 3/523 (2006.01); H04M 3/51 (2006.01); H04L 51/046 (2022.01)
CPC H04M 3/5233 (2013.01) [H04L 51/046 (2013.01); H04M 3/5175 (2013.01); H04M 3/5191 (2013.01); H04M 3/5237 (2013.01); H04M 2201/42 (2013.01); H04M 2203/402 (2013.01)] 26 Claims
OG exemplary drawing
 
1. A method comprising:
via a data communications server that is enabled to communicate over a broadband network and that is communicatively-integrated with communications circuitry:
processing user-data-communications between a client station and participant stations participating in data-communications via the client station, where the client station is associated with a client entity;
obtaining input service request data from users at the participant stations;
identifying context information for each respective user-data-communication between the client station and the participating stations based on the service request data and at least one communications-specific characteristic associated with the user-data-communications; and
aggregating the identified context information for the client station; and
for a user-data-communication from one of the participant stations,
choosing a data communications routing option for routing data with the one of the participant stations based on the service request data and the aggregated identified context information, and
routing data communications with the one of the participant stations in accordance with the chosen data communications routing option.