Patent ID: 11948577
Assignee: 8X8, INC.
Field: Computer technology (Electrical engineering)
Classification: CPC H  G | IPC G  H

Claim 8:
9. A method for use in a data-communication system, comprising:
providing data communications services including routing of incoming data communications, via a data-communications server, to a plurality of remotely-situated client entities;
receiving, via processing circuitry in communication with the data-communications server, digital voice data indicative of transcribed audio conversations between a plurality of agents and customers of at least one of the plurality of remotely-situated client entities;
analyzing, via the processing circuitry, the digital voice data to:
identify keywords and speech characteristic parameters of the digital voice data;
identify outcomes of the transcribed audio conversations; and
generate associations with at least one of the keywords and speech characteristic parameters with the identified outcomes;
providing the associations to the data-communications server as feedback on the transcribed audio conversations with the customers and, in response, verifying the associations relative to the outcomes via a process executed by the data-communications server through which database queries are generated and revising the associations in response to the associations being verified, and adjusting a client-entity specific set of control data in a database for use in providing further data communications services; and
using the client-entity specific set of control data, as configured in response to said providing the associations to the data-communications server, to adjust the routing of at least one of the incoming data communications from the data-communication server.