US 12,457,274 B1
Intelligent interactions between client-specific servers and data-center communications servers
Ali Arsanjani, Campbell, CA (US); Bryan R. Martin, Campbell, CA (US); Manu Mukerji, Campbell, CA (US); Venkat Nagaswamy, Campbell, CA (US); and Marshall Lincoln, Campbell, CA (US)
Assigned to 8x8, Inc., Campbell, CA (US)
Filed by 8x8, Inc., Campbell, CA (US)
Filed on Aug. 22, 2023, as Appl. No. 18/236,483.
Application 18/236,483 is a continuation of application No. 17/845,619, filed on Jun. 21, 2022, granted, now 11,792,300.
Application 17/845,619 is a continuation of application No. 17/354,061, filed on Jun. 22, 2021, granted, now 11,368,551, issued on Jun. 21, 2022.
Application 17/354,061 is a continuation of application No. 16/235,797, filed on Dec. 28, 2018, granted, now 11,044,338, issued on Jun. 22, 2021.
Int. Cl. H04L 67/63 (2022.01); G10L 15/22 (2006.01); G10L 25/54 (2013.01); H04L 41/22 (2022.01)
CPC H04L 67/63 (2022.05) [G10L 15/22 (2013.01); G10L 25/54 (2013.01); H04L 41/22 (2013.01)] 20 Claims
OG exemplary drawing
 
1. A method implemented via a data-processing computer circuit integrated with or communicatively coupled to one or more servers processing incoming user-data communications involving at least one client entity among a plurality of remotely-situated client entities, the method comprising:
managing the user-data communications via virtual contact centers respectively associated with different ones of the plurality of remotely-situated client entities based on client-specific control directives, one set of the client-specific control directives being stored in a database and used to process the user-data communications for said at least one client entity;
monitoring certain of the user-data communications for communications-specific characteristics on behalf of the different ones of the plurality of remotely-situated client entities;
providing context information, including data concerning an industry, a product or a service, based on an aggregation of the communications-specific characteristics;
generating or adjusting, via a machine-learning algorithm and based on the context information, a plurality of inquiries based on at least one of previous communications involving a participating station and a client station associated with the at least one client entity; and
adjusting, based on feedback received in response to the plurality of inquiries, a manner in which the user-data communications are processed for said at least one client entity.