Patents by Inventor Keene Hedges Capers
Keene Hedges Capers 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).
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Patent number: 10194029Abstract: 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.Type: GrantFiled: April 3, 2018Date of Patent: January 29, 2019Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, Christopher Danson, Douglas Brown, David Gustafson, Roger Warford, Melissa Moore, Keene Hedges Capers
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Patent number: 10129402Abstract: 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.Type: GrantFiled: June 8, 2018Date of Patent: November 13, 2018Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, Keene Hedges Capers, Christopher Danson, Douglas Brown, David Gustafson, Roger Warford, Melissa Moore
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Publication number: 20180227421Abstract: 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.Type: ApplicationFiled: April 3, 2018Publication date: August 9, 2018Inventors: Kelly CONWAY, Christopher DANSON, Douglas BROWN, David GUSTAFSON, Roger WARFORD, Melissa MOORE, Keene Hedges CAPERS
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Patent number: 10021248Abstract: 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.Type: GrantFiled: February 13, 2017Date of Patent: July 10, 2018Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, Keene Hedges Capers, Christopher Danson, Douglas Brown, David Gustafson, Roger Warford, Melissa Moore
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Patent number: 9942400Abstract: 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 a plurality of types of electronic customer communication data by one or more servers configured to provide a user interface including a web site, web portal, or virtual portal or application, wherein at least one of the types of electronic communication data includes voice data, generating a text file from the voice data, identifying a customer associated with the electronic communication data received by the one or more servers, generating behavioral assessment data for the electronic communication data for that identified customer by analyzing the customer's electronic communication data, and displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data, and wherein the user includes the identified customer or a cType: GrantFiled: May 25, 2017Date of Patent: April 10, 2018Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, Christopher Danson, Douglas Brown, David Gustafson, Roger Warford, Melissa Moore, Keene Hedges Capers
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Publication number: 20170264744Abstract: 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 a plurality of types of electronic customer communication data by one or more servers configured to provide a user interface including a web site, web portal, or virtual portal or application, wherein at least one of the types of electronic communication data includes voice data, generating a text file from the voice data, identifying a customer associated with the electronic communication data received by the one or more servers, generating behavioral assessment data for the electronic communication data for that identified customer by analyzing the customer's electronic communication data, and displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data, and wherein the user includes the identified customer or a cType: ApplicationFiled: May 25, 2017Publication date: September 14, 2017Inventors: Kelly CONWAY, Christopher DANSON, Douglas BROWN, David GUSTAFSON, Roger WARFORD, Melissa MOORE, Keene Hedges CAPERS
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Publication number: 20170155768Abstract: 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.Type: ApplicationFiled: February 13, 2017Publication date: June 1, 2017Inventors: Kelly CONWAY, Keene Hedges CAPERS, Christopher DANSON, Douglas BROWN, David GUSTAFSON, Roger WARFORD, Melissa MOORE
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Patent number: 9667788Abstract: Methods, customer-responsive computer program product, and system for analyzing electronic customer communication data, generating behavioral assessment data and generating a responsive communication that includes receiving, by a server, electronic customer communication data of two or more types, determining customer identification data associated with the electronic customer communication data by the server, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, 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, generating a responsive communication based on the generated behavioral assessment data, and providing the responsive electronic communication via a user interface.Type: GrantFiled: July 29, 2016Date of Patent: May 30, 2017Assignee: Mattersight CorporationInventors: Kelly Conway, Christopher Danson, Douglas Brown, David Gustafson, Roger Warford, Melissa Moore, Keene Hedges Capers
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Patent number: 9571650Abstract: A method for providing a responsive communication to a communicant, including receiving, by a control processor, a single electronic voice communication from a communicant; transcribing the electronic voice communication to text; analyzing, by a processor, the text of the electronic voice communication by mining the text and applying a predetermined linguistic-based psychological behavioral model to the text of the electronic voice communication; generating, by a processor, behavioral assessment data including a personality type corresponding to the analyzed text of the electronic voice communication; generating, by a processor, event data based on the analyzed text of the electronic voice communication; and generating, by a processor, a responsive communication based on the event data. Systems and non-transitory, computer readable media that control an executable computer readable program code embodied therein, are also described.Type: GrantFiled: May 27, 2016Date of Patent: February 14, 2017Assignee: Mattersight CorporationInventors: Kelly Conway, Keene Hedges Capers, Christopher Danson, Douglas Brown, David Gustafson, Roger Warford, Melissa Moore
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Publication number: 20160337519Abstract: Methods, customer-responsive computer program product, and system for analyzing electronic customer communication data, generating behavioral assessment data and generating a responsive communication that includes receiving, by a server, electronic customer communication data of two or more types, determining customer identification data associated with the electronic customer communication data by the server, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, 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, generating a responsive communication based on the generated behavioral assessment data, and providing the responsive electronic communication via a user interface.Type: ApplicationFiled: July 29, 2016Publication date: November 17, 2016Inventors: Kelly CONWAY, Christopher DANSON, Douglas BROWN, David GUSTAFSON, Roger WARFORD, Melissa MOORE, Keene Hedges CAPERS
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Publication number: 20160277579Abstract: A method for providing a responsive communication to a communicant, including receiving, by a control processor, a single electronic voice communication from a communicant; transcribing the electronic voice communication to text; analyzing, by a processor, the text of the electronic voice communication by mining the text and applying a predetermined linguistic-based psychological behavioral model to the text of the electronic voice communication; generating, by a processor, behavioral assessment data including a personality type corresponding to the analyzed text of the electronic voice communication; generating, by a processor, event data based on the analyzed text of the electronic voice communication; and generating, by a processor, a responsive communication based on the event data. Systems and non-transitory, computer readable media that control an executable computer readable program code embodied therein, are also described.Type: ApplicationFiled: May 27, 2016Publication date: September 22, 2016Inventors: Kelly CONWAY, Keene Hedges CAPERS, Christopher DANSON, Douglas BROWN, David GUSTAFSON, Roger WARFORD, Melissa MOORE
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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: 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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Publication number: 20150334236Abstract: 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: ApplicationFiled: July 24, 2015Publication date: November 19, 2015Inventors: Kelly CONWAY, Christopher DANSON, Douglas BROWN, David GUSTAFSON, Roger WARFORD, Melissa MOORE, Keene Hedges CAPERS
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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: 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
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Publication number: 20140301541Abstract: 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: ApplicationFiled: June 18, 2014Publication date: October 9, 2014Inventors: Kelly CONWAY, Keene Hedges CAPERS, Christopher DANSON, Douglas BROWN, David GUSTAFSON, Roger WARFORD, Melissa MOORE
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Publication number: 20140270139Abstract: 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: ApplicationFiled: October 8, 2013Publication date: September 18, 2014Applicant: Mattersight CorporationInventors: Kelly CONWAY, Keene Hedges Capers, Christopher Danson, Douglas Brown, David Gustafson, Roger Warford, Melissa Moore
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Publication number: 20140270140Abstract: 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: ApplicationFiled: March 14, 2013Publication date: September 18, 2014Applicant: Mattersight CorporationInventors: Kelly CONWAY, Keene Hedges CAPERS, Christopher DANSON, Douglas BROWN, David GUSTAFSON, Roger WARFORD, Melissa MOORE
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Patent number: 8781102Abstract: 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: November 5, 2013Date of Patent: July 15, 2014Assignee: Mattersight CorporationInventors: Kelly Conway, Keene Hedges Capers, Christopher Danson, Douglas Brown, David Gustafson, Roger Warford, Melissa Moore