Patents by Inventor Michael Glen Gates
Michael Glen Gates 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: 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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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: 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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Patent number: 9848085Abstract: The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving the customer communication; retrieving or predicting a first profile of a customer associated with a customer communication, wherein the retrieved or predicted profile includes a customer satisfaction score; predicting a second profile of a future customer; providing a list of currently available and expected available agents, wherein the currently available agents are selected by including only agents that exceed a predetermined work threshold based on an average customer satisfaction score determined over a selected time period; providing a routing recommendation to a communication distributor based on the retrieved or predicted first profile, the predicted second profile, and currently available agents' and expected available agents' proficiency at handling customers with the retrieved or predicted first and second profiles, wherein the communication distributor routes the communicatType: GrantFiled: March 31, 2017Date of Patent: December 19, 2017Assignee: MATTERSIGHT CORPORATIONInventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce, Christopher Danson
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Publication number: 20170208177Abstract: The methods, apparatus, and systems described herein relate to routing based on customer satisfaction, and include receiving the customer communication; retrieving or predicting a first profile of a customer associated with a customer communication, wherein the retrieved or predicted profile includes a customer satisfaction score; predicting a second profile of a future customer; providing a list of currently available and expected available agents, wherein the currently available agents are selected by including only agents that exceed a predetermined work threshold based on an average customer satisfaction score determined over a selected time period; providing a routing recommendation to a communication distributor based on the retrieved or predicted first profile, the predicted second profile, and currently available agents' and expected available agents' proficiency at handling customers with the retrieved or predicted first and second profiles, wherein the communication distributor routes the communicatType: ApplicationFiled: March 31, 2017Publication date: July 20, 2017Inventors: Kelly CONWAY, David GUSTAFSON, Douglas BROWN, Michael Glen GATES, William Duane SKEEN, Brendan JOYCE, Christopher DANSON
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Patent number: 9667795Abstract: The methods, apparatus, and systems described herein facilitate dynamic occupancy routing decisions.Type: GrantFiled: July 15, 2016Date of Patent: May 30, 2017Assignee: Mattersight CorporationInventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce, Christopher Danson
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Publication number: 20170149976Abstract: 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: ApplicationFiled: February 6, 2017Publication date: May 25, 2017Inventors: Kelly CONWAY, David GUSTAFSON, Douglas BROWN, Michael Glen GATES, William Duane SKEEN, Brendan JOYCE
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Patent number: 9565312Abstract: 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, and providing a routing recommendation to route the customer to an agent based on the prediction and historical customer data.Type: GrantFiled: August 4, 2015Date of Patent: February 7, 2017Assignee: Mattersight CorporationInventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce
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Publication number: 20160330325Abstract: The methods, apparatus, and systems described herein facilitate dynamic occupancy routing decisions.Type: ApplicationFiled: July 15, 2016Publication date: November 10, 2016Inventors: Kelly CONWAY, David GUSTAFSON, Douglas BROWN, Michael Glen GATES, William Duane SKEEN, Brendan JOYCE, Christopher DANSON
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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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Publication number: 20150341496Abstract: 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, and providing a routing recommendation to route the customer to an agent based on the prediction and historical customer data.Type: ApplicationFiled: August 4, 2015Publication date: November 26, 2015Inventors: Kelly CONWAY, David GUSTAFSON, Douglas BROWN, Michael Glen GATES, William Duane SKEEN, Brendan JOYCE
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Publication number: 20150312417Abstract: 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: ApplicationFiled: July 7, 2015Publication date: October 29, 2015Inventors: Kelly CONWAY, David GUSTAFSON, Douglas BROWN, Michael Glen GATES, William Duane SKEEN, Brendan JOYCE, Christopher DANSON
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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: 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: 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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Publication number: 20150036815Abstract: 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: ApplicationFiled: October 20, 2014Publication date: February 5, 2015Inventors: Kelly CONWAY, David GUSTAFSON, Douglas BROWN, Michael Glen GATES, William Duane SKEEN, Brendan JOYCE
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Publication number: 20140355749Abstract: 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: ApplicationFiled: October 8, 2013Publication date: December 4, 2014Inventors: Kelly CONWAY, David GUSTAFSON, Douglas BROWN, Michael Glen GATES, William Duane SKEEN, Brendan JOYCE, Christopher DANSON
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Publication number: 20140355748Abstract: 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: ApplicationFiled: May 28, 2013Publication date: December 4, 2014Inventors: Kelly CONWAY, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce, Christopher Danson
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Patent number: 8867733Abstract: 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: November 26, 2013Date of Patent: October 21, 2014Assignee: Mattersight CorporationInventors: Kelly Conway, David Gustafson, Douglas Brown, Michael Glen Gates, William Duane Skeen, Brendan Joyce