Apparatuses and methods involving a contact center virtual agent

A data-communications system comprising:

• communications circuitry to communicate over a broadband network;
• and
• a data communications server configured with the communications circuitry to:
• process 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;
• obtain input service request data from users at the participant stations;
• identify 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
• aggregate the identified context information for the client station;
• and
• for a user-data-communication from one of the participant stations,
• choose 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
• route data communications with the one of the participant stations in accordance with the chosen data communications routing option, wherein the routed data communications are automatically directed to an agent based on the service request data and the aggregated context information.

A storage device including instructions which, in response to being executed by a computing processor circuit, prompts or causes a method to be carried out, the method comprising:

• 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.