Patent ID: 11924381
Assignee: 8X8, INC.
Field: Telecommunications (Electrical engineering)
Classification: CPC G  H | IPC G  H

Claim 19:
20. A storage device containing instructions which, upon or in response to execution by one or more computing-processor circuits, causes a set of steps to be carried out in a data-communications system that is configured to provide data-communication services by routing data communications over a broadband network, the set of steps comprising:
monitoring user-generated messages processed as a routed one of the data communications;
receiving an indication that one of the user-generated messages is being recorded; and
processing 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.