Abstract: The methods, apparatus, and systems described herein assist a user with a request. The methods in part receive input from a user that includes a voice input, a gesture input, a text input, biometric information, or a combination thereof; retrieve or determine a personality type of the user based on the input; determine a distress level or an engagement level of the user; determine a set of outputs responsive to the received input; rank the outputs in the set based on the retrieved or determined personality type and the determined distress level or engagement level; deliver a ranked output to the input in a modality based on the retrieved or determined personality type and a type of device configured to deliver the ranked output to the user, wherein the device comprises a navigation system, a car, a robot, or a combination thereof; and weigh the ranked output for future interactions.

Abstract: The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing telephonic communications between customers and a contact center to determine and display the most relevant communications to an organization or business.

Abstract: The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing telephonic communications between customers and a contact center to determine and display the most relevant communications to an organization or business.

Abstract: The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing telephonic communications between customers and a contact center to determine and display the most relevant communications to an organization or business.

Abstract: The methods, apparatus, and systems described herein are designed to reduce false positive voice print matching with fraudulent callers. A voice print of a call is created and compared to known voice prints to determine if it matches one or more of the known voice prints, and to transaction data associated with a database of voice prints. The methods include a pre-processing step to separate speech from non-speech, selecting a number of elements that affect the voice print the most, and/or generating a first score based on the number of selected audio elements matching audio elements of a voice print from the plurality of fraudulent speakers, determining if the first score exceeds a predetermined threshold score for the fraudulent speaker, and comparing the selected audio elements for the unknown caller, where the score exceeds the predetermined threshold score, to the voice prints associated with the customer account.

Abstract: A method for customer-based outcome prediction that includes receiving recordings of interactions with customers in a customer group, analyzing the recordings of the interactions to generate interaction data, and building a predictive model using the interaction data, the predictive model identifying a variable relevant to predicting a likelihood of an identified outcome occurring in association with future interactions with customers in the customer group. The method also includes receiving a recording of a current interaction with a first customer, the first customer being in the customer group and analyzing the recording of the current interaction with the first customer to generate current interaction data. Further, the method includes adding the current interaction data to a first customer profile associated with the first customer and applying the predictive model to the first customer profile to predict the likelihood of the identified outcome occurring in association with the current interaction.

Abstract: 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.

Abstract: The methods, apparatus, and systems described herein relate to routing outbound communications. The methods include receiving a list of customers to contact, determining a time that each customer on the list is available, determining a personality type of each customer on the list, determining availability of one or more agents at the time that each customer on the list is available, determining, by the one or more processors, a personality type of each available agent, matching the one or more available agents with each customer on the list based on the personality type of each customer on the list and the personality type of each available agent, and routing the one or more available agents to each customer on the list.

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 identifying origination data for a customer contacting a contact center with a customer task, determining a predicted personality type of the customer based on the identified origination data and a customer profile, providing a routing recommendation to a communication distributor to route the customer to an agent based on the predicted personality type of the customer and historical customer data, routing the customer via the communication distributor to the agent based on the routing recommendation, and updating the customer profile.

Abstract: Methods, behavioral assessment computer program products, and systems for analyzing electronic customer communication data, generating behavioral assessment data and displaying instructions to a user that include receiving electronic customer communication data from one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal or application, wherein the electronic communication data includes comments posted on an online forum; determining that the comments include bot comments; identifying a customer associated with the received electronic customer communication data; generating behavioral assessment data for the received electronic customer communication data for the identified customer; and displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data.

Abstract: A method for customer-based outcome prediction that includes receiving recordings of interactions with customers in a customer group, analyzing the recordings of the interactions to generate interaction data, and building a predictive model using the interaction data, the predictive model identifying a variable relevant to predicting a likelihood of an identified outcome occurring in association with future interactions with customers in the customer group. The method also includes receiving a recording of a current interaction with a first customer, the first customer being in the customer group and analyzing the recording of the current interaction with the first customer to generate current interaction data. Further, the method includes adding the current interaction data to a first customer profile associated with the first customer and applying the predictive model to the first customer profile to predict the likelihood of the identified outcome occurring in association with the current interaction.

Abstract: A method for analyzing caller interaction events that includes receiving, by a processor, a caller interaction event between an agent and a caller, extracting, by a processor, caller event data from the caller interaction event, analyzing, by a processor, the caller event data, and generating, by a processor, a report displaying one or more selected categories of the caller event data. Systems and non-transitory, computer readable media that control an executable computer readable program code embodied therein, are also described.

Abstract: A method for automatically routing a telephonic communication is provided, and includes receiving a customer identifier and communicating with a customer history database storing historic data and 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 a portion 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.

Abstract: An interface portal system that includes a non-transitory computer readable medium having a plurality of stored instructions adapted to generate a coaching portal based on behavioral assessment data, the plurality of instructions including instructions that, when executed, analyze one or more communications between a customer and an agent, wherein the analysis comprises instructions that, when executed, apply a linguistic-based psychological behavioral model to separated voice data for the customer, the agent, or both, from each communication by analyzing behavioral characteristics of the customer, the agent, or both, based on the one or more communications; instructions that, when executed, identify one or more customer-agent interaction events based on the analyzed behavioral characteristics; and instructions that, when executed, display a time-based graphic representation across a selected time interval based on one or more communications.

Abstract: The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving a communication from a customer; retrieving or predicting a first profile of the customer; returning a list of currently available agents and expected available agents, wherein the currently available agents exclude agents that exceed a predetermined work threshold; determining, for each currently available agent and each expected available agent, a proficiency score for handling a customer with the first profile; determining that an expected available agent has a higher proficiency score than a currently available agent; and providing a routing recommendation based on the determined higher proficiency score that will route the customer communication via a communication distributor to the expected available agent.

Abstract: Methods, behavioral assessment computer program products, and systems for analyzing electronic customer communication data, generating behavioral assessment data and displaying instructions to a user that include receiving electronic customer communication data from one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal or application, wherein the electronic communication data includes comments posted on an online forum; determining that the comments include bot comments; identifying a customer associated with the received electronic customer communication data; generating behavioral assessment data for the received electronic customer communication data for the identified customer; and displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data.

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 identifying origination data for a customer contacting a contact center with a customer task, determining a predicted personality type of the customer based on the identified origination data and a customer profile, providing a routing recommendation to a communication distributor to route the customer to an agent based on the predicted personality type of the customer and historical customer data, routing the customer via the communication distributor to the agent based on the routing recommendation, and updating the customer profile.

Abstract: A method for analyzing caller interaction events that includes receiving, by a processor, a caller interaction event between an agent and a caller, extracting, by a processor, caller event data from the caller interaction event, analyzing, by a processor, the caller event data, and generating, by a processor, a report displaying one or more selected categories of the caller event data. Systems and non-transitory, computer readable media that control an executable computer readable program code embodied therein, are also described.

Abstract: The methods, apparatus, and systems described herein relate to routing outbound communications. The methods include receiving a list of customers to contact, determining a time that each customer on the list is available, determining a personality type of each customer on the list, determining availability of one or more agents at the time that each customer on the list is available, determining, by the one or more processors, a personality type of each available agent, matching the one or more available agents with each customer on the list based on the personality type of each customer on the list and the personality type of each available agent, and routing the one or more available agents to each customer on the list.

Abstract: The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving a communication from a customer; retrieving or predicting a first profile of the customer; returning a list of currently available agents and expected available agents, wherein the currently available agents exclude agents that exceed a predetermined work threshold; determining, for each currently available agent and each expected available agent, a proficiency score for handling a customer with the first profile; determining that an expected available agent has a higher proficiency score than a currently available agent; and providing a routing recommendation based on the determined higher proficiency score that will route the customer communication via a communication distributor to the expected available agent.