US 11,924,381 B1Granted

Interactive routing of data communications

Assignee8x8, Inc.

InventorsAli Arsanjani, Bryan R. Martin

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Abstract

Certain aspects of the disclosure are directed to monitoring user-data communications corresponding to a user-generated message. According to a specific example, user-data communications, which are addressed to a client among a plurality of remotely-situated client entities, are directed to a message recording system. Each of the plurality of remotely-situated client entities are respectively configured and arranged to interface with a data communications server providing data communications services on a subscription basis. During recording of a message associated with the user-data communications and on the message recording system, speech characteristic parameters of the message may be analyzed, and a sentiment score and a criticality score for the message, may be determined. During the recording of the message, the user-data communications may be routed based on the determined sentiment score and criticality score.

Claims20

Dependent claims

A computer-implemented method comprising:

monitoring, via a data-communications system routing a user-generated message through a data communications server and another communications device enabled to a communication over a broadband network, one or more user-data communications corresponding to a user-generated message;
receiving at the data-communications system an indication that a particular one of the one or more user-data communications is being recorded by a message recording system, the particular one of the one or more user-data communications being addressed to a client among a plurality of remotely-situated endpoint devices, each of which is to participate in data communications involving data communications services provided by the data-communications system;
processing, via the data-communications system, the particular one of the one or more user-data communications by:
analyzing, during recording of a message associated with the particular one of the one or more user-data communications and on the message recording system, speech characteristic parameters of the message;
determining a sentiment score and a criticality score for the message, wherein the sentiment score is based at least in part on the analyzed speech characteristic parameters, and the criticality score is based at least in part on tone or words used in the message;
and
routing, during the recording of the message, the particular one of the one or more user-data communications based on the determined sentiment score and criticality score.

4 more elements

For use in a data-communications system configured to provide data-communication services by routing data communications over a broadband network, an apparatus comprising:

data-processing computer circuitry to
monitor one or more user-generated messages processed as a routed one of
the data communications;
receive an indication that one or more of the user-generated messages is being recorded;
and
process one or more user-data communications by:
analyzing, during recording of a message associated with the one or more user-data communications and on a message recording system, speech characteristic parameters of the message;
determining a sentiment score and a criticality score for the message, wherein the sentiment score is based at least in part on the analyzed speech characteristic parameters, and the criticality score is based at least in part on tone or words used in the message;
and
routing, during the recording of the message, the one or more user-data communications based on the determined sentiment score and criticality score.

7 more elements

Dependencies are inferred from the claim text.

Facts

Application: 18/105,612Filed 3 Feb 2023 · continuation
Priority: 12 Dec 2018
Granted: 5 Mar 2024
Term ends: Not estimatedThe source records don’t support an estimate.

Classification14 codes

G06F 40/284
Recognition of textual entities: lexical analysis, e.g. tokenisation or collocates
H04M 3/533
Centralised arrangements for recording incoming messages , i.e. mailbox systems: voice mail systems
G06F 40/20
Handling natural language data: natural language analysis
G06F 40/30
Handling natural language data: semantic analysis