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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


System and methods for analyzing online forum language

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.. . ... Mattersight Corporation

Real-time customer profile based 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 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.. ... Mattersight Corporation

Outbound customer interaction pairing methods and systems

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.. ... Mattersight Corporation

Personality-based chatbot and methods including non-text input

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.. ... Mattersight Corporation

Methods and system for reducing false positive voice print matching

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. ... Mattersight Corporation

Linguistic analysis of stored electronic communications

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. ... Mattersight Corporation

Trend basis 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. ... Mattersight Corporation

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 and the instructor with a psychologically-based linguistic analysis of the communication(s), scoring the student and instructor communications based on the detected keywords and phrases compared to a library of keywords and phrases, aggregating the student scores by personality type and instructor, correlating the student and instructor scores with historical student data, creating an evaluation report to provide guidance to the students for enrollment based on the correlated scores, and displaying the evaluation report on a student device.. ... 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 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. Methods of providing coaching assessment based on behavioral assessment data are also included.. ... 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. ... 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 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 customer service agent.. . ... 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 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 communication to an agent based on the routing recommendation.. . ... 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 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.. ... 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 in an agent recording using a second microphone; aligning the unseparated mono recording and the agent recording so they are time-synched; subtracting agent voice data from the unseparated mono recording using the agent recording to provide a separated recording including only customer voice data, wherein the agent voice data is subtracted from the unseparated mono recording based on the alignment, sound frequency analysis, or both; converting at least the customer voice data to text; and determining a personality type of the customer by applying one or more computer-implemented linguistic algorithms to the text of the customer voice data.. . ... Mattersight Corporation








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