8×8 has been granted a patent for a data-communications system that processes incoming interactions, including calls, using AI/ML algorithms. The system accesses a database of past interactions to provide automated self-service experiences for users or route calls to specialists based on the subject matter. GlobalData’s report on 8×8 gives a 360-degree view of the company including its patenting strategy. Buy the report here.
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According to GlobalData’s company profile on 8x8, Intelligent contact centers was a key innovation area identified from patents. 8x8's grant share as of January 2024 was 92%. Grant share is based on the ratio of number of grants to total number of patents.
Automated data-communication platform for incoming interactions
A recently granted patent (Publication Number: US11889026B2) outlines a method for a data-communications platform to handle incoming data-communication interactions, including calls, by accessing a database of information sets stored in an integrated memory circuit. The platform is trained using AI/ML algorithms based on past interactions to respond to incoming interactions, providing an automated self-service experience for users. This experience includes resolving inquiries and routing calls to designated agents with specific knowledge, all facilitated through the utilization of data collected from past interactions and other sources. The platform is part of a data-communications system that communicates over a broadband network with client entities subscribing to communication services.
The patent also describes the platform's ability to access the database without traversing broadband gateway circuits or security-based firewall circuits, ensuring efficient and secure data processing. The method involves utilizing digital voice data, geographic information, and calendar information associated with incoming interactions to enhance the automated self-service experience. Additionally, the platform's data-communications servers, located in different physical locations, collectively operate as a single unified server with integrated read and write access to the database, eliminating the need to pass through third-party gateways or security filters. This innovative approach aims to streamline data processing and improve the overall efficiency of handling incoming data-communication interactions within the platform.
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GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.
