Patents by Inventor Brendan Joyce

Brendan Joyce has filed for patents to protect the following inventions. This listing includes patent applications that are pending as well as patents that have already been granted by the United States Patent and Trademark Office (USPTO).

  • Optimized predictive routing and methods
    Patent number: 9083804
    Abstract: 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: Grant
    Filed: October 8, 2013
    Date of Patent: July 14, 2015
    Assignee: MATTERSIGHT CORPORATION
    Inventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce, Christopher Danson
  • REAL-TIME PREDICTIVE ROUTING
    Publication number: 20150036815
    Abstract: 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: Application
    Filed: October 20, 2014
    Publication date: February 5, 2015
    Inventors: Kelly CONWAY, David GUSTAFSON, Douglas BROWN, Michael Glen GATES, William Duane SKEEN, Brendan JOYCE
  • SYSTEMS AND METHODS FOR ANALYZING COACHING COMMENTS
    Publication number: 20140362984
    Abstract: The methods, apparatuses, and systems described herein are designed to analyze comments provided by a coach relating to an agent's interaction with a customer. The methods include receiving a coaching comment regarding an agent's interaction with a customer, applying at least one scoring algorithm to the comment, and outputting a score of the scoring algorithm.
    Type: Application
    Filed: June 7, 2013
    Publication date: December 11, 2014
    Inventors: Christopher DANSON, Douglas Brown, Rachel Jean Stark, Brittney Lynn McIngvale, Brendan Joyce
  • OPTIMIZED PREDICTIVE ROUTING AND METHODS
    Publication number: 20140355749
    Abstract: 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: Application
    Filed: October 8, 2013
    Publication date: December 4, 2014
    Inventors: Kelly CONWAY, David GUSTAFSON, Douglas BROWN, Michael Glen GATES, William Duane SKEEN, Brendan JOYCE, Christopher DANSON
  • OPTIMIZED PREDICTIVE ROUTING AND METHODS
    Publication number: 20140355748
    Abstract: 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: Application
    Filed: May 28, 2013
    Publication date: December 4, 2014
    Inventors: Kelly CONWAY, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce, Christopher Danson
  • Real-time predictive routing
    Patent number: 8867733
    Abstract: 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: Grant
    Filed: November 26, 2013
    Date of Patent: October 21, 2014
    Assignee: Mattersight Corporation
    Inventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce
  • REAL-TIME PREDICTIVE ROUTING
    Publication number: 20140270133
    Abstract: 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: Application
    Filed: March 14, 2013
    Publication date: September 18, 2014
    Inventors: Kelly CONWAY, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce