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1. 发明授权

US10104233B2 Coaching portal and methods based on behavioral assessment data 有权
公开(公告)号：US10104233B2
公开(公告)日：2018-10-16
申请号：US15624401
申请日：2017-06-15
申请人： Mattersight Corporation
发明人： Kelly Conway , David Gustafson , Douglas Brown , Christopher Danson
IPC分类号： H04M3/51 , H04M3/42 , G10L15/26 , G10L25/63 , G10L21/0272 , H04M3/08 , H04M7/00
摘要： 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.

2. 发明授权

US09432511B2 Method and system of searching for communications for playback or analysis 有权
标题翻译：搜索通信进行播放或分析的方法和系统
公开(公告)号：US09432511B2
公开(公告)日：2016-08-30
申请号：US14960194
申请日：2015-12-04
申请人： Mattersight Corporation
发明人： Kelly Conway , David Gustafson , Douglas Brown , Christopher Danson
IPC分类号： H04M3/51 , H04M3/42 , H04M3/08 , H04M7/00
CPC分类号： H04M3/5175 , G10L15/26 , G10L21/0272 , G10L25/63 , H04M3/08 , H04M3/42221 , H04M3/5191 , H04M7/0057 , H04M7/0084 , H04M2203/401 , H04M2203/403
摘要： A method for searching for one or more recorded communications between one or more customers and a contact center comprising is provided. The method is implemented by a computer readable medium having a plurality of code segments. One or more communications is analyzed and assessment data is assigned thereto. The assessment data of the communications is searched for at least one search criterion, and at least one communication having assessment data matching the search criterion is identified. A representation of the matching communication is then displayed.
摘要翻译：提供了一种用于搜索一个或多个客户与联络中心之间的一个或多个记录通信的方法。该方法由具有多个代码段的计算机可读介质来实现。分析一个或多个通信并分配评估数据。搜索通信的评估数据至少一个搜索标准，并且识别具有与搜索条件匹配的评估数据的至少一个通信。然后显示匹配通信的表示。

3. 发明授权

US09137373B2 Real-time predictive routing 有权
标题翻译：实时预测路由
公开(公告)号：US09137373B2
公开(公告)日：2015-09-15
申请号：US14518423
申请日：2014-10-20
申请人： Mattersight Corporation
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce
IPC分类号： H04M3/51 , H04M3/523
CPC分类号： H04M3/5232 , H04M3/5175 , H04M3/5183 , H04M3/5233 , H04M3/5235 , H04M2203/408 , H04M2203/551
摘要： 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.
摘要翻译：本文描述的方法，装置和系统被设计为将客户通信路由到最佳代理或最佳可用代理。所述方法包括接收客户通信，预测与客户通信相关联的客户的个性类型，以及提供基于个性类型预测和历史客户数据将客户路由到代理的路由推荐。

4. 发明授权

US09106748B2 Optimized predictive routing and methods 有权
标题翻译：优化预测路由和方法
公开(公告)号：US09106748B2
公开(公告)日：2015-08-11
申请号：US13903559
申请日：2013-05-28
申请人： Mattersight Corporation
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce , Christopher Danson
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , G06Q30/016 , H04M3/42068 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2203/551 , H04M2203/556
摘要： 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.
摘要翻译：这里描述的方法，装置和系统有助于优化路由决策。这些方法包括检索和/或预测当前客户和未来客户的配置文件，确定当前可用的代理和预期哪些代理可用，以及基于当前客户的简档检索或预测提供路由推荐，以及未来的客户，以及当前可用的代理商和预期的可用代理人对处理客户的检索和/或预测配置文件的熟练程度。

5. 发明授权

US10218850B2 Real-time customer profile based predictive routing 有权
公开(公告)号：US10218850B2
公开(公告)日：2019-02-26
申请号：US15922473
申请日：2018-03-15
申请人： Mattersight Corporation
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce
IPC分类号： H04M3/51 , H04M3/523
摘要： 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.

6. 发明授权

US09936075B2 Adaptive occupancy real-time predictive routing 有权
公开(公告)号：US09936075B2
公开(公告)日：2018-04-03
申请号：US15425803
申请日：2017-02-06
申请人： Mattersight Corporation
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce
IPC分类号： H04M3/523 , H04M3/51
CPC分类号： H04M3/5232 , H04M3/5175 , H04M3/5183 , H04M3/5233 , H04M3/5235 , H04M2203/408 , H04M2203/551
摘要： 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.

7. 发明授权

US09191510B2 Methods and system for analyzing multichannel electronic communication data 有权
标题翻译：多通道电子通信数据分析方法与系统
公开(公告)号：US09191510B2
公开(公告)日：2015-11-17
申请号：US13828864
申请日：2013-03-14
申请人： Mattersight Corporation
发明人： Kelly Conway , Keene Hedges Capers , Christopher Danson , Douglas Brown , David Gustafson , Roger Warford , Melissa Moore
IPC分类号： H04M3/51 , H04M3/523
CPC分类号： H04M3/5175 , G06Q30/016 , G10L25/63 , H04L61/1582 , H04L67/02 , H04L67/10 , H04L67/20 , H04M3/42161 , H04M3/5141 , H04M3/5191 , H04M7/0012 , H04M2203/555 , H04M2203/556
摘要： 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.
摘要翻译：提供了一种用于分析电子通信数据的方法和系统。在一个实施例中，一种方法包括由联络中心接收电子客户通信数据，通过将预定的基于语言的心理行为模型应用于电子客户通信数据来分析电子客户通信数据，并通过基于联络中心的方式生成行为评估数据在所述分析中，所述行为评估数据为分析的电子客户通信数据提供个性类型。在一个或多个实施例中，电子客户通信数据可以是电子邮件数据，网页内容数据，文本消息数据，IP数据语音，在线论坛数据，社交媒体数据，更新状态，媒体馈送，社交媒体中的一个或多个评论，社交媒体数据流。在其他实施例中，电子客户通信数据可以包括在与用于联络中心的图形用户界面的客户通信期间接收到的数据。

8. 发明授权

US09124701B2 Method and system for automatically routing a telephonic communication 有权
标题翻译：自动路由电话通信的方法和系统
公开(公告)号：US09124701B2
公开(公告)日：2015-09-01
申请号：US14616423
申请日：2015-02-06
申请人： Mattersight Corporation
发明人： Kelly Conway , Christopher Danson , Douglas Brown , David Gustafson
IPC分类号： H04M3/00 , H04M5/00 , H04M3/523
CPC分类号： H04M3/42221 , G10L15/265 , H04M3/5166 , H04M3/5232 , H04M3/5235 , H04M2203/407 , H04M2203/408 , H04M2203/551
摘要： A method for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses is provided. The method is implemented by a computer readable medium having a plurality of code segments. The method comprises the step of receiving customer identifier and communicating with a customer history database configured to store historic data. The method also includes 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 one or more components 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. The associated communication data is transmitted to a switching signal.
摘要翻译：提供了一种用于将电话通信自动路由到多个通信目的地地址中的至少一个的方法。该方法由具有多个代码段的计算机可读介质来实现。该方法包括接收客户标识符并与被配置为存储历史数据的客户历史数据库进行通信的步骤。该方法还包括确定接收到的客户标识符是否对应于客户历史数据库中存储的客户标识符，其中包括在所存储的历史数据中的客户简档基于客户的人口统计特征的一个或多个组件。基于所接收的客户标识符与所存储的客户标识符的比较来识别与存储的客户号码相对应的历史数据。电话通信基于所识别的历史数据与预定的通信目的地相关联。相关联的通信数据被发送到切换信号。

9. 发明授权

US09083804B2 Optimized predictive routing and methods 有权
公开(公告)号：US09083804B2
公开(公告)日：2015-07-14
申请号：US14049008
申请日：2013-10-08
申请人： Mattersight Corporation
发明人： Kelly Conway , David Gustafson , Douglas Brown , Michael Glen Gates , William Duane Skeen , Brendan Joyce , Christopher Danson
IPC分类号： H04M3/523
CPC分类号： H04M3/5233 , G06Q30/016 , H04M3/42068 , H04M3/5183 , H04M3/5191 , H04M3/523 , H04M3/5238 , H04M2203/551 , H04M2203/556
摘要： 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.

10. 发明授权

US10601994B2 Methods and systems for determining and displaying business relevance of telephonic communications between customers and a contact center 有权
公开(公告)号：US10601994B2
公开(公告)日：2020-03-24
申请号：US16519970
申请日：2019-07-23
申请人： Mattersight Corporation
发明人： Kelly Conway , Alan Yengoyan , Douglas Brown , David Gustafson , Christopher Danson
IPC分类号： H04M3/51 , H04M3/42
摘要： 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.

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