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Mattersight Corporation patents


Recent patent applications related to Mattersight Corporation. Mattersight Corporation is listed as an Agent/Assignee. Note: Mattersight Corporation may have other listings under different names/spellings. We're not affiliated with Mattersight Corporation, we're just tracking patents.

ARCHIVE: New 2018 2017 2016 2015 2014 2013 2012 2011 2010 2009 | Company Directory "M" | Mattersight Corporation-related inventors


 new patent  Enrollment pairing analytics system and methods

The methods, apparatus, and systems described herein facilitate instructor decision-making based on an analysis of communication(s) between an instructor and a student, including to provide predictions of student outcomes. The methods include receiving communication(s) posted by a student, detecting personality types along with keywords and phrases used by the student... Mattersight Corporation

System and methods for routing a telephonic communication

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... Mattersight Corporation

Coaching portal and methods based on behavioral assessment data

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... Mattersight Corporation

Trend identification and behavioral analytics system and methods

Methods, apparatus, and systems for analyzing data trends are described herein. The present disclosure includes the identification of trending terms in data through the use of an unsupervised algorithm. Trends are identified and counted during a first and second time period. The frequency and co-occurrence of groups of terms is... Mattersight Corporation

System and methods for analyzing multichannel communications including voice data

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... Mattersight Corporation

Customer satisfaction-based predictive routing and methods

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... Mattersight Corporation

Method and system for analyzing caller interaction event data

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... Mattersight Corporation

Adaptive occupancy real-time predictive routing

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... Mattersight Corporation

Face-to-face communication analysis via mono-recording system and methods

The methods, apparatus, non-transitory computer readable media, and systems described herein include recording a mono recording of a face-to-face communication between an agent and a customer using a microphone, wherein the mono recording is unseparated and includes agent voice data and customer voice data, separately recording the agent voice data... Mattersight Corporation








ARCHIVE: New 2018 2017 2016 2015 2014 2013 2012 2011 2010 2009



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