Patents by Inventor Kelly Conway
Kelly Conway 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: 11043136Abstract: A personality-type training gamification system that includes a communications link configured to receive one or more communications, an analysis processor in bi-directional communication with the communications link with a plurality of non-transitory computer readable instructions stored in association therewith that are accessible to, and executable by, the processor, wherein the plurality of instructions, when executed receive the one or more communications from the communications link, analyze the one or more communications to identify personality types associated with the one or more communications, provide an overview of each identified personality type to a user; and provide one or more games or quizzes to the user and instructions to take the one or more games or quizzes to test the user's knowledge of the plurality of personality types provided; and a display device configured to display to the user at least a performance analysis for the user.Type: GrantFiled: July 15, 2019Date of Patent: June 22, 2021Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, Christopher Danson, Melissa Moore, Jason Wesbecher
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Patent number: 10601994Abstract: 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.Type: GrantFiled: July 23, 2019Date of Patent: March 24, 2020Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, Alan Yengoyan, Douglas Brown, David Gustafson, Christopher Danson
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Publication number: 20190349478Abstract: 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.Type: ApplicationFiled: July 23, 2019Publication date: November 14, 2019Inventors: Kelly CONWAY, Alan YENGOYAN, Douglas BROWN, David GUSTAFSON, Christopher DANSON
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Publication number: 20190340947Abstract: A personality-type training gamification system that includes a communications link configured to receive one or more communications, an analysis processor in bi-directional communication with the communications link with a plurality of non-transitory computer readable instructions stored in association therewith that are accessible to, and executable by, the processor, wherein the plurality of instructions, when executed receive the one or more communications from the communications link, analyze the one or more communications to identify personality types associated with the one or more communications, provide an overview of each identified personality type to a user; and provide one or more games or quizzes to the user and instructions to take the one or more games or quizzes to test the user's knowledge of the plurality of personality types provided; and a display device configured to display to the user at least a performance analysis for the user.Type: ApplicationFiled: July 15, 2019Publication date: November 7, 2019Inventors: Kelly CONWAY, Christopher DANSON, Melissa MOORE, Jason WESBECHER
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Patent number: 10419611Abstract: 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.Type: GrantFiled: September 29, 2008Date of Patent: September 17, 2019Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, Alan Yengoyan, Douglas Brown, David Gustafson, Christopher Danson
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Patent number: 10366620Abstract: Devices, systems, and methods are provided that receive communications from a contact and conduct linguistic analysis of the communications. A user is taught to facilitate communication with the contact, based on the linguistic analysis, which may include providing recommendations based on personality types. A gamification system may be provided to teach the user about personality types.Type: GrantFiled: September 9, 2016Date of Patent: July 30, 2019Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, Christopher Danson, Melissa Moore, Jason Wesbecher
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Patent number: 10262195Abstract: Methods and systems to predict user behavior based on analysis of a video communication by one or more processors, which methods include receiving a user video communication, extracting video analysis data optionally including facial analysis data for the user from the video communication, extracting, by the one or more processors, voice analysis data from the user video communication, generating an outcome prediction score based on the video analysis data and voice analysis data that predicts a likelihood that a user will take an action leading to an outcome.Type: GrantFiled: August 23, 2016Date of Patent: April 16, 2019Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, Christopher Danson
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Patent number: 10218850Abstract: 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.Type: GrantFiled: March 15, 2018Date of Patent: February 26, 2019Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce
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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: 10129394Abstract: 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.Type: GrantFiled: June 30, 2017Date of Patent: November 13, 2018Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, Christopher Danson, Douglas Brown, David Gustafson
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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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Patent number: 10104233Abstract: 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.Type: GrantFiled: June 15, 2017Date of Patent: October 16, 2018Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, David Gustafson, Douglas Brown, Christopher Danson
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Patent number: 10084918Abstract: 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.Type: GrantFiled: December 15, 2017Date of Patent: September 25, 2018Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Gates, William Skeen, Brendan Joyce, Christopher Danson
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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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Publication number: 20180205828Abstract: 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.Type: ApplicationFiled: March 15, 2018Publication date: July 19, 2018Inventors: Kelly CONWAY, David GUSTAFSON, Douglas BROWN, Michael Glen GATES, William Duane SKEEN, Brendan JOYCE
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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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Publication number: 20180115646Abstract: 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.Type: ApplicationFiled: December 15, 2017Publication date: April 26, 2018Inventors: Kelly CONWAY, David GUSTAFSON, Douglas BROWN, Michael GATES, William SKEEN, Brendan JOYCE, Christopher DANSON
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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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Patent number: 9936075Abstract: 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 demographic profile of the customer associated with the customer communication, monitoring real-time agent performance data and modifying a predetermined work threshold based on the real-time agent performance data, and providing a routing recommendation to route the customer to an agent based on the prediction and historical customer data for agents who have not exceeded the predetermined work threshold.Type: GrantFiled: February 6, 2017Date of Patent: April 3, 2018Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce
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Publication number: 20180075775Abstract: Devices, systems, and methods are provided that receive communications from a contact and conduct linguistic analysis of the communications. A user is taught to facilitate communication with the contact, based on the linguistic analysis, which may include providing recommendations based on personality types. A gamification system may be provided to teach the user about personality types.Type: ApplicationFiled: September 9, 2016Publication date: March 15, 2018Inventors: Kelly CONWAY, Danson CHRISTOPHER, Melissa MOORE, Jason WESBECHER