Patents Assigned to Mattersight Corporation
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Publication number: 20160300570Abstract: The methods, apparatus, and systems described herein assist a user with a request. The methods in part retrieve or determine a personality type of the user from three or more personality types based on one or more user communications, determine a set of outputs based on the user communication, rank outputs based on the user's personality, engage with an external service to perform an action based on the communication, and determine a distress level or engagement level of the user, or both, based on the ranked and selected output and the modality of delivery, and weight the ranked and selected outputs for one or more future interactions with the user.Type: ApplicationFiled: June 20, 2016Publication date: October 13, 2016Applicant: Mattersight CorporationInventors: David GUSTAFSON, Christopher DANSON
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Patent number: 9437215Abstract: The methods and systems described herein predict user behavior based on analysis of a user video communication. The methods include receiving a user video communication, extracting video facial analysis data from the video communication, extracting voice analysis data from the video communication, associating the video facial analysis data with the voice analysis data to determine an emotional state of a user, collecting biographical profile information specific to the user, applying a linguistic-based psychological behavioral model to the spoken words to determine personality type of the user, and inputting the collected biographical profile information, emotional state, and personality type into a predictive model to determine a likelihood of an outcome of the video communication.Type: GrantFiled: January 15, 2016Date of Patent: September 6, 2016Assignee: Mattersight CorporationInventors: Kelly Conway, Christopher Danson
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Patent number: 9432511Abstract: A method for searching for one or more recorded communications between one or more customers and a contact center comprising is provided. The method is implemented by a computer readable medium having a plurality of code segments. One or more communications is analyzed and assessment data is assigned thereto. The assessment data of the communications is searched for at least one search criterion, and at least one communication having assessment data matching the search criterion is identified. A representation of the matching communication is then displayed.Type: GrantFiled: December 4, 2015Date of Patent: August 30, 2016Assignee: Mattersight CorporationInventors: Kelly Conway, David Gustafson, Douglas Brown, Christopher Danson
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Patent number: 9407768Abstract: A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream.Type: GrantFiled: July 24, 2015Date of Patent: August 2, 2016Assignee: Mattersight CorporationInventors: Kelly Conway, Christopher Danson, Douglas Brown, David Gustafson, Roger Warford, Melissa Moore, Keene Hedges Capers
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Patent number: 9398157Abstract: The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.Type: GrantFiled: July 7, 2015Date of Patent: July 19, 2016Assignee: Mattersight CorporationInventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce, Christopher Danson
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Patent number: 9390706Abstract: The methods, apparatus, and systems described herein assist a user with a request. The methods include receiving at least one input from a user, entering the at least one input into an algorithm trained to output a personality type of the user, and tailoring an output based on the personality type.Type: GrantFiled: June 19, 2014Date of Patent: July 12, 2016Assignee: Mattersight CorporationInventors: David Gustafson, Christopher Danson
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Patent number: 9357071Abstract: A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.Type: GrantFiled: June 18, 2014Date of Patent: May 31, 2016Assignee: Mattersight CorporationInventors: Kelly Conway, Keene Hedges Capers, Christopher Danson, Douglas Brown, David Gustafson, Roger Warford, Melissa Moore
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Patent number: 9300801Abstract: The methods, apparatus, and systems described herein analyze customer-agent communications to determine personality of a customer. The methods include recording a mono recording of a communication between an agent and a customer, separately recording the agent voice data in an agent recording, subtracting agent voice data from the mono recording using the agent recording to provide a separated recording including only customer voice data, converting at least the customer voice data to text, and determining a personality type of the customer by applying one or more computer-implemented linguistic algorithms to the text of the customer voice data.Type: GrantFiled: January 30, 2015Date of Patent: March 29, 2016Assignee: MATTERSIGHT CORPORATIONInventors: Roger Warford, Christopher Danson, Jennifer Kuhn
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Publication number: 20160088154Abstract: A method for searching for one or more recorded communications between one or more customers and a contact center comprising is provided. The method is implemented by a computer readable medium having a plurality of code segments. One or more communications is analyzed and assessment data is assigned thereto. The assessment data of the communications is searched for at least one search criterion, and at least one communication having assessment data matching the search criterion is identified. A representation of the matching communication is then displayed.Type: ApplicationFiled: December 4, 2015Publication date: March 24, 2016Applicant: Mattersight CorporationInventors: Kelly CONWAY, David Gustafson, Douglas Brown, Christopher Danson
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Patent number: 9269374Abstract: The methods and systems described herein predict user behavior based on analysis of a user video communication. The methods include receiving a user video communication, extracting video facial analysis data from the video communication, extracting voice analysis data from the video communication, associating the video facial analysis data with the voice analysis data to determine an emotional state of a user, applying a linguistic-based psychological behavioral model to the voice analysis data to determine personality type of the user, and inputting the emotional state and personality type into a predictive model to determine a likelihood of an outcome of the video communication.Type: GrantFiled: October 27, 2014Date of Patent: February 23, 2016Assignee: Mattersight CorporationInventors: Kelly Conway, Christopher Danson
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Patent number: 9270826Abstract: A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database, wherein the customer profile included in the stored historic data is based on one or more components of a customer's demographic identity. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data.Type: GrantFiled: July 16, 2015Date of Patent: February 23, 2016Assignee: Mattersight CorporationInventors: Kelly Conway, Christopher Danson, Douglas Brown, David Gustafson
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Patent number: 9225841Abstract: A method for searching for one or more recorded telephone communications between one or more customers and a contact center comprising is provided. The method is implemented by a computer readable medium having a plurality of code segments. One or more telephone communications is analyzed and assessment data is assigned thereto. The assessment data of the telephone communications is searched for at least one search criterion, and at least one telephone communication having assessment data matching the search criterion is identified. A representation of the matching telephone communication is then displayed.Type: GrantFiled: March 28, 2008Date of Patent: December 29, 2015Assignee: Mattersight CorporationInventors: Kelly Conway, David Gustafson, Douglas Brown, Christopher Danson
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Publication number: 20150339939Abstract: The methods, apparatus, and systems described herein evaluate written essays and determine student attributes from the essays. The methods include receiving an essay, identifying keywords in text of the essay associated with one or more student metrics, outputting a score for the essay for at least one student metric using a linguistic-based psychological behavioral model, and recommending teaching methods based on the score.Type: ApplicationFiled: May 23, 2014Publication date: November 26, 2015Applicant: Mattersight CorporationInventors: David GUSTAFSON, Christopher DANSON
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Patent number: 9191510Abstract: A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream. In other embodiments, electronic customer communication data may include data received during a customer communication with a graphical user interface for the contact center.Type: GrantFiled: March 14, 2013Date of Patent: November 17, 2015Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, Keene Hedges Capers, Christopher Danson, Douglas Brown, David Gustafson, Roger Warford, Melissa Moore
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Patent number: 9137372Abstract: The methods, apparatus, and systems described herein are designed to route customer communications to the best available agent. The methods include predicting a personality type of the customer, determining the occupancy level of agents to provide a list of available agents, providing a routing recommendation based on the predicted personality type of the customer and agent data such as proficiency in handling customers with the predicted personality type, and/or analyzing real-time customer-agent interactions.Type: GrantFiled: March 14, 2013Date of Patent: September 15, 2015Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce
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Patent number: 9137373Abstract: The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include receiving a customer communication, predicting a personality type of the customer associated with the customer communication, and providing a routing recommendation to route the customer to an agent based on the personality type prediction and historical customer data.Type: GrantFiled: October 20, 2014Date of Patent: September 15, 2015Assignee: Mattersight CorporationInventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce
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Patent number: 9124701Abstract: A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes determining whether the received customer identifier corresponds to a stored customer identifier in the customer history database, wherein the customer profile included in the stored historic data is based on one or more components of a customer's demographic identity. Historic data corresponding to the stored customer number is identified based on the comparison of the received customer identifier and the stored customer identifier. The telephonic communication is associated with a predetermined communication destination based on the identified historic data.Type: GrantFiled: February 6, 2015Date of Patent: September 1, 2015Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, Christopher Danson, Douglas Brown, David Gustafson
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Patent number: 9106748Abstract: The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.Type: GrantFiled: May 28, 2013Date of Patent: August 11, 2015Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce, Christopher Danson
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Patent number: 9083804Abstract: The methods, apparatus, and systems described herein facilitate optimizing routing decisions. The methods include retrieving and/or predicting a profile of a current customer and future customers, determining which agents are currently available and which agents are expected to be available, and providing a routing recommendation based on the profile retrieval or prediction for the current customer and the future customers, and the currently available agents' and expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles.Type: GrantFiled: October 8, 2013Date of Patent: July 14, 2015Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce, Christopher Danson
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Patent number: 9083801Abstract: A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream. In other embodiments, electronic customer communication data may include data received during a customer communication with a graphical user interface for the contact center.Type: GrantFiled: October 8, 2013Date of Patent: July 14, 2015Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, Keene Hedges Capers, Christopher Danson, Douglas Brown, David Gustafson, Roger Warford, Melissa Moore