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

Claim 0:
1. An apparatus, comprising:
a data-communication server to interface with a plurality of remotely-situated client entities to provide data communications services including routing of incoming data communications directed to respective ones of the plurality of remotely-situated client entities; and
processing circuitry coupled to a memory circuit and in communication with the data-communication server, the processing circuitry to:
receive 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 from the provided data communications services;
identify speech characteristic parameters from the digital voice data, the speech characteristic parameters being one or more in a group including frequency, wavelength or velocity, and amplitude;
provide associations with at least one of the speech characteristic parameters with outcomes for advancing a business topic associated with the transcribed audio conversations, wherein the associations indicate which speech characteristics are likely to have a negative or positive outcome relative to one or more of the outcomes;
provide the associations to the data-communications server as feedback for the outcomes of the transcribed audio conversations with the customers, verify the associations relative to the outcomes via a process executed by the data-communications server and involving generation of database queries and revising the associations in response to the associations being verified, and determine, through use of the associations, how to utilize at least one of further data communications and data communications services provided by the data-communications server; and
for a customer participating in an audio call wherein the customer is ranked as being above a threshold ranking level of importance, identify and store in a memory circuit a speech characteristic parameter outside of a threshold value or a keyword that is associated with a trigger and, in response thereto, adjust a client-entity specific set of control data stored in a database for use by the data-communication server in providing the data communications services, and based on the client-entity specific set of control data, adjust the routing of at least one of the incoming data communications from the data-communication server.