Interactive routing of data communications
Certain aspects of the disclosure are directed to monitoring user-data communications corresponding to a user-generated message. According to a specific example, user-data communications, which are addressed to a client among a plurality of remotely-situated client entities, are directed to a message recording system. Each of the plurality of remotely-situated client entities are respectively configured and arranged to interface with a data communications server providing data communications services on a subscription basis. During recording of a message associated with the user-data communications and on the message recording system, speech characteristic parameters of the message may be analyzed, and a sentiment score and a criticality score for the message, may be determined. During the recording of the message, the user-data communications may be routed based on the determined sentiment score and criticality score.
1. In a communications system involving a data communications server and a client-managed server being one from among a plurality of client-managed servers and being respectively operated on behalf of a plurality of remotely-situated client entities, a method for monitoring one or more user-data communications corresponding to a user-generated message, the method comprising:
receiving at the communications system an indication that one of the user-data communications is being recorded by a message recording system, the user-data communications addressed to a client among the plurality of remotely-situated client entities, each of the plurality of remotely-situated client entities respectively configured to interface with the data communications server providing data communications services on a subscription basis; and
the data communications server processing the user-data communications by:
during recording of a message associated with the user-data communications and on the message recording system, analyzing 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 the message including a certain tone, including certain words, or including certain words and a tone; and
during the recording of the message, routing the user-data communications based on the determined sentiment score and criticality score.
2. The method of claim 1 , wherein the message associated with the user-data communications corresponds to a user-generated audible message or a non-voice user-generated message, and wherein said indication is from the client-managed server.
3. The method of claim 2 , wherein the user-generated audible message includes a voicemail.
4. The method of claim 2 , wherein the non-voice user-generated message includes an email or a text message.
5. The method of claim 2 , wherein the non-voice user-generated message includes a transcription of a user-generated audible message.
6. In a communications system involving a data communications server and a client-managed server being one from among a plurality of client-managed servers, a method for monitoring one or more voicemails, the method comprising:
receiving at the communications system an indication that one of the voicemails including a voice communication is being recorded by a message recording system, the voice communication addressed to a particular client among a plurality of remotely-situated client entities, each of the plurality of remotely-situated client entities being associated with a respective one of the plurality of client-managed servers and being respectively configured to interface with the data communications server providing data communications services on a subscription basis; and
the client-managed server processing the voice communication associated with the particular client, by:
during recording of a message associated with the voice communication and on the message recording system, analyzing speech characteristic parameters of the message;
determining a sentiment score and a criticality score for the message based on the analyzed speech characteristic parameters;
retrieving from the data communications server, a set of client-specific communication handling rules associating sentiment scores and criticality scores with communication handling processes; and
during the recording of the message, routing the voice communication according to the client-specific communication handling rules.
7. The method of claim 6 , including identifying via the client-managed server, a plurality of speech characteristic parameters by analyzing at least one of words and tones of one or more voice communications previously received by the plurality of remotely-situated client entities, and correlating the plurality of speech characteristic parameters with a particular sentiment, wherein the client-managed server retrieves CRM (customer relationship management) data from a client-specific database that is linked to the client-managed server.
8. The method of claim 6 , including identifying via the client-managed server, thresholds delineating ranges for a plurality of sentiment scores, each respective sentiment score including a numerical value associated with an overall sentiment of the recorded message, determined by at least one of a frequency of audio of the recorded message, a wavelength or velocity of the recorded message, and an amplitude of the recorded message.
9. The method of claim 6 , including identifying via the client-managed server, a plurality of speech characteristic parameters by analyzing at least one of words and tones of one or more voice communications previously received by the plurality of remotely-situated client entities, and correlating the plurality of speech characteristic parameters with a particular criticality indicative of an overall importance of the recorded message.
10. The method of claim 6 , including identifying via the client-managed server, thresholds delineating ranges for a plurality of criticality scores, each respective criticality score including a numerical value associated with an overall importance of the recorded message, determined at least in part by key words included in the recorded message.
11. The method of claim 6 , including routing the voice communication via the client-managed server by interrupting the recording of the message and routing the voice communication to a human operator based on the determined sentiment score or the determined criticality score.
12. An apparatus, comprising:
a computing server to interface with a plurality of client-specific servers, operated on behalf of a plurality of remotely-situated client entities, to provide data communications services on a subscription basis; and
a processing circuit communicatively coupled to the computing server and configured to, for each of the plurality of remotely-situated client entities:
receive an indication that a voice communication is being recorded by a message recording system, the voice communication addressed to a client among the plurality of remotely-situated client entities;
during recording of a message associated with the voice communication and on the message recording system, analyze speech characteristic parameters of the message;
during recording of the message, determine a sentiment score and a criticality score for the message based on the analyzed speech characteristic parameters;
classify the voice communication at least in part based on the sentiment score or the criticality score;
retrieve from a database communicatively coupled to the processing circuit and the computing server, a set of rules associating the voice communication with at least one communication handling process; and
during recording of the message, process the voice communication according to the set of rules.
13. The apparatus of claim 12 , wherein the processing circuit is to determine the sentiment score and the criticality score for the message by identifying key words in the message, the processing circuit further configured and arranged to:
analyze natural language of the message during recording of the message, and determine at least one topic of the recorded message; and
classify the voice communication based at least in part on the identified key words.
14. The apparatus of claim 12 , wherein the speech characteristic parameters include a tone of the message, the tone including measurable audio parameters selected from the group consisting of: a frequency of audio in the message, a wavelength or velocity of the audio in the message, an amplitude of the audio in the message, and a combination thereof, and the processing circuit is to determine the sentiment score and the criticality score for the message by identifying the tone of the message.
15. The apparatus of claim 12 , wherein the processing circuit is to:
maintain the database storing rules associating sentiment scores and criticality scores with various communication handling processes, wherein the database includes customer relationship management data, and context information associated with particular clients among the plurality of remotely-situated client entities;
receive as input, information correlating particular keywords, speech characteristic parameters, urgency rankings or client information to a particular communication handling process; and
update the database to associate the particular keywords, speech characteristic parameters, criticality information or client information to the particular communication handling process.
16. The apparatus of claim 12 , wherein the processing circuit is to:
determine the criticality of the voice communication based on a determined topic of the voice communication, a determined sentiment of the voice communication, or an identity of an individual or organization which originated the voice communication.
17. The apparatus of claim 12 , wherein the processing circuit is to:
access customer relationship management (CRM) data, and communications services accessed by the plurality of remotely-situated client entities, the communications services including an email system and a text-based chat system;
identify a context of the voice communication based on the CRM data, information in the email system, or information in the text-based chat system; and
determine the sentiment score or the criticality score based at least in part on the identified context of the voice communication.
18. The apparatus of claim 12 , wherein the processing circuit is to:
process the voice communication by interrupting recording of the message and routing the voice communication to a live operator, responsive to a threshold for the sentiment score or the criticality score being satisfied.
19. The apparatus of claim 12 , wherein the processing circuit is to:
process the voice communication by sending a message to a recipient of the voice communication, responsive to a threshold for the sentiment score or the criticality score being satisfied.
20. The apparatus of claim 19 , wherein the processing circuit is to:
send the message to the recipient by email or text message during recording of the message.
21. The apparatus of claim 19 , wherein the processing circuit is to:
provide the recipient with a selectable option to answer the voice communication during the recording of the message, responsive to the threshold for the sentiment score or the criticality score being satisfied.