Patent ID: 11889026
Assignee: 8X8, INC.
Field: Telecommunications (Electrical engineering)
Classification: CPC H | IPC H

Claim 19:
20. 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, 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; and
the data-communications platform responding to a respective one of the incoming interactions, 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, wherein the data-communications platform accesses the database via an access pathway to a database manager circuit, wherein the access pathway to the database manager circuit is characterized by at least one of the following:

the access pathway to the database manager circuit does not traverse more than one broadband gateway circuit; and the access pathway to the database manager circuit does not traverse more than one security-based firewall circuit.