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

Claim 15:
16. 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.