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

Claim 0:
1. 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.