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

Claim 7:
8. 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 para meters 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 through which database queries are generated and revising the associations in response to the associations being verified, and in response receive information on behalf of the at least one of the plurality of remotely-situated client entities to change the associations and determine, through use of the associations, how to utilize at least one of further data communications and to adjust routing of data communications services provided by the data-communications server;
for at least one of the transcribed audio conversations involving a customer participating in said at least one of the transcribed audio conversations wherein the customer is ranked as being above a threshold ranking level of importance, adjust the data communications services from the data-communication server; and
provide customer interaction feedback using the associations by generating a report indicating negative and positive outcomes and at least one of associated keywords and the speech characteristic parameters.