Configuring a virtual assistant based on conversation data in a data-communications server system
In one example, a server system interfaces with a plurality of remotely-situated client entities to provide data communications services. The system uses processing circuitry for: accessing an archive of digital voice data indicative of transcribed audio conversations respectively involving different client stations participating in data communications; correlating a text-based message received by a virtual assistant and associated with one of the different client entities, with at least one intent or at least one topic associated with the archived digital voice data; and automatically configuring the virtual assistant, based on the text-based message being correlated and via the data-processing computer circuitry, to address or otherwise process the received text-based message.
1. For use in a data communications system providing data communications services to a plurality of remotely-situated client entities (“client entities”), a computer-implemented method comprising:
accessing, in response to providing the data communications services and via data-processing computer circuitry, an archive of digital voice data indicative of transcribed audio conversations respectively involving different client stations participating in data communications, wherein each of the different client stations is associated with one of the client entities;
for use by one of the client entities, correlating a data-communications call or text-based message, received by a virtual assistant associated with the one of the client entities, with information that is from the archived digital voice data and is associated with another one of the client entities while blocking use of, by the one of the client entities, certain information of concern or private to the other one of the client entities; and
automatically configuring the virtual assistant, based on the data-communications call or text-based message being correlated and via the data-processing computer circuitry, to address or otherwise process the data-communications call or text-based message received by the virtual assistant.
2. The computer-implemented method of claim 1 , further including discerning an inquiry, via the data-processing computer circuitry, from an initiator of the data-communications call or text-based message.
3. The computer-implemented method of claim 1 , further including identifying, in response to an inquiry from an initiator of the data-communications call or text-based message, the information as corresponding to at least one intent or at least one topic.
4. The computer-implemented method of claim 1 , further including prompting a selected set of inquiries to be presented to an initiator of the data-communications call or text-based message, via the data-processing computer circuitry, and then automatically prompting, in response to further information discerned from the data-communications call or text-based message, an adjustment of the selected set of inquiries for presentation to the initiator, wherein the adjustment is implemented or managed by a representative of the one of the client entities.
5. The computer-implemented method of claim 1 , further including selecting one of different sets of inquiries, for presentation to an initiator of the data-communications call or text-based message, and in response to an inquiry from the initiator being identified or discerned by the data-processing computer circuitry.
6. The computer-implemented method of claim 5 , further including identifying or discerning, via the data-processing computer circuitry, an inquiry from the initiator of the data-communications call or text-based message, and presenting the one of different sets of inquiries as selected, to the initiator.
7. The computer-implemented method of claim 5 , further including identifying or discerning, via the data-processing computer circuitry, an inquiry from the initiator of the data-communications call or text-based message.
8. The computer-implemented method of claim 1 , further including presenting one of different selectable sets of inquiries to an initiator of the data-communications call or text-based message and in response to the data-processing computer circuitry indicating a specific type of inquiry associated with the data-communications call or text-based message from the initiator.
9. The computer-implemented method of claim 1 , further including predicting, via the data-processing computer circuitry and based on the archive of digital voice data and on the data-communications call or text-based message, a specific type of inquiry associated with the data-communications call or text-based message.
10. The computer-implemented method of claim 1 , further including selecting, based on the archive of digital voice data and on the data-communications call or text-based message, one of different selectable sets of inquiries to present to an initiator of the data-communications call or text-based message.
11. The computer-implemented method of claim 1 , further including:
identifying or predicting, via the data-processing computer circuitry and based on the archive of digital voice data and on the data-communications call or text-based message, a specific type of inquiry associated with the data-communications call or text-based message, and
prompting, in response to said identifying or predicting, one of different selectable sets of inquiries to be presented to an initiator of the data-communications call or text-based message.
12. The computer-implemented method of claim 1 , further including:
identifying an inquiry based on the data-communications call or text-based message, and
addressing, in response to the data-processing computer circuitry discerning the information as corresponding to at least one intent or at least one topic, the inquiry by routing or otherwise processing the data-communications call or text-based message received by the virtual assistant.
13. The computer-implemented method of claim 1 , further including:
identifying an inquiry based on the data-communications call or text-based message, and
causing, in response to the data-processing computer circuitry identifying the inquiry, the data-communications call or text-based message to be routed to a selectable endpoint device.
14. The computer-implemented method of claim 1 , further including:
identifying an inquiry based on the data-communications call or text-based message, and
causing, in response to the data-processing computer circuitry identifying the inquiry, specific processing of the data-communications call or text-based message by indicating one from among different sets of selectable communications to be presented to an initiator of the data-communications call or text-based message.
15. The computer-implemented method of claim 14 , wherein the one from among different sets of selectable communications to be presented to the initiator, corresponds to a series of communications.
16. The computer-implemented method of claim 14 , wherein the one from among different sets of selectable communications to be presented to the initiator, corresponds to a dynamic series of inquiries.
17. The computer-implemented method of claim 1 , further including:
identifying an inquiry based on the data-communications call or text-based message,
causing, in response to the data-processing computer circuitry identifying the inquiry, the data-communications call or text-based message to be routed to a selectable endpoint device; and
addressing or resolving the inquiry by connecting an initiator of the data-communications call or text-based message with an agent or expert having specific knowledge associated with the inquiry.
18. A data communications system to provide data communications services, via a set of one or more servers, to a plurality of remotely-situated client entities (“client entities”), the data communications system comprising:
data-processing computer circuitry to
use, in response to providing the data communications services, an archive of digital voice data indicative of transcribed audio conversations respectively involving different client stations participating in data communications, wherein each of the different client stations is associated with one of the client entities;
for use by one of the client entities, correlate a data-communications call or text-based message, received by a virtual assistant associated with the one of the client entities, with information that is from the archived digital voice data and is associated with another one of the client entities while blocking use of, by the one of the client entities, certain information of concern or private to the other one of the client entities; and
indicate an option for how to configure the virtual assistant, based on the data-communications call or text-based message meeting predefined client-specific criteria assessed by the data-processing computer circuitry, to address or otherwise process the data-communications call or text-based message received by the virtual assistant.
19. A data communications system to provide data communications services, via a set of one or more servers, to a plurality of remotely-situated client entities (“client entities”), the data communications system comprising:
data-processing computer circuitry to
access, in response to providing the data communications services, an archive of digital voice data indicative of transcribed audio conversations respectively involving different client stations participating in data communications, wherein each of the different client stations is associated with one of the client entities;
for use by one of the client entities, correlate a data-communications call or text-based message, received by a virtual assistant associated with the one of the client entities, with information that is from the archived digital voice data and is associated with another one of the client entities while blocking use of, by the one of the client entities, certain information of concern or private to the other one of the client entities; and
automatically configure the virtual assistant, based on the data-communications call or text-based message being correlated and via the data-processing computer circuitry, to address or otherwise process the data-communications call or text-based message received by the virtual assistant.
20. The data communications system of claim 19 , wherein the data-processing computer circuitry is to identify at least one intent or at least one topic as being associated with the data-communications call or text-based message.