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11. 发明申请

US20150334236A1 METHODS AND SYSTEM FOR ANALYZING MULTICHANNEL ELECTRONIC COMMUNICATION DATA 有权
标题翻译：用于分析多通道电子通信数据的方法和系统
公开(公告)号：US20150334236A1
公开(公告)日：2015-11-19
申请号：US14808092
申请日：2015-07-24
申请人： MATTERSIGHT CORPORATION
发明人： Kelly CONWAY , Christopher DANSON , Douglas BROWN , David GUSTAFSON , Roger WARFORD , Melissa MOORE , Keene Hedges CAPERS
IPC分类号： H04M3/51 , G06Q30/00
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 one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal, 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 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 a user.
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，一种方法包括通过一个或多个服务器接收电子客户通信数据，该服务器被配置为提供包括网站，门户网站或虚拟门户的用户界面，通过应用预定的基于语言的心理行为来分析电子客户通信数据模型到电子客户通信数据，以及基于所述分析生成行为评估数据，所述行为评估数据为所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户的图形用户界面的客户通信期间接收到的数据。

12. 发明申请

US20150036816A1 METHOD AND SYSTEM FOR AUTOMATICALLY ROUTING A TELEPHONIC COMMUNICATION 有权
标题翻译：用于自动路由电话通信的方法和系统
公开(公告)号：US20150036816A1
公开(公告)日：2015-02-05
申请号：US14515642
申请日：2014-10-16
申请人： Mattersight Corporation
发明人： Kelly CONWAY , Christopher DANSON , Douglas BROWN , David GUSTAFSON
IPC分类号： 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. 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。该方法还包括确定所接收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。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。

13. 发明申请

US20140301541A1 METHOD AND SYSTEM FOR ANALYZING A COMMUNICATION BY APPLYING A BEHAVIORAL MODEL THERETO 有权
标题翻译：通过应用行为模型分析通信的方法和系统
公开(公告)号：US20140301541A1
公开(公告)日：2014-10-09
申请号：US14308555
申请日：2014-06-18
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 , H04M3/42
CPC分类号： H04M3/5175 , G10L15/1822 , G10L15/26 , H04M3/42221 , H04M3/5183 , H04M3/5191 , H04M2201/40
摘要： A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.
摘要翻译：提供了一种用于分析客户和联络中心之间的电话通信的方法。根据该方法，电话通信被分成至少第一组成语音数据和第二组成语音数据。通过挖掘语音数据并将预定的基于语言的心理行为模型应用于分离的第一和第二组成语音数据之一来分析第一和第二组成语音数据中的一个。生成对应于所分析的语音数据的行为评估数据。

14. 发明申请

US20180227421A1 SYSTEM AND METHODS FOR ANALYZING ONLINE FORUM LANGUAGE 审中-公开
公开(公告)号：US20180227421A1
公开(公告)日：2018-08-09
申请号：US15944472
申请日：2018-04-03
申请人： Mattersight Corporation
发明人： Kelly CONWAY , Christopher DANSON , Douglas BROWN , David GUSTAFSON , Roger WARFORD , Melissa MOORE , Keene Hedges CAPERS
IPC分类号： H04M3/51 , G06Q30/00 , G10L25/63 , H04L29/12 , H04L29/08 , H04M3/42 , H04M7/00
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： 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.

15. 发明申请

US20170289352A1 COACHING PORTAL AND METHODS BASED ON BEHAVIORAL ASSESSMENT DATA 审中-公开
公开(公告)号：US20170289352A1
公开(公告)日：2017-10-05
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 , G10L21/0272 , G10L25/63 , H04M3/42
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： 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.

16. 发明申请

US20170208177A1 CUSTOMER SATISFACTION-BASED PREDICTIVE ROUTING AND METHODS 有权
公开(公告)号：US20170208177A1
公开(公告)日：2017-07-20
申请号：US15476621
申请日：2017-03-31
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 , H04M3/51 , H04M3/42
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 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.

17. 发明申请

US20170110121A1 FACE-TO-FACE COMMUNICATION ANALYSIS VIA MONO-RECORDING SYSTEM AND METHODS 有权
公开(公告)号：US20170110121A1
公开(公告)日：2017-04-20
申请号：US15389780
申请日：2016-12-23
申请人： Mattersight Corporation
发明人： Roger WARFORD , Christopher DANSON , Jennifer KUHN
IPC分类号： G10L15/18 , G06Q30/00 , G10L25/63 , G10L21/0272 , G10L17/06
CPC分类号： G10L15/18 , G06Q30/01 , G10L15/1822 , G10L15/26 , G10L17/06 , G10L21/0272 , G10L25/48 , G10L25/63 , H04L12/1831 , H04M3/42221 , H04M3/5175 , H04M2201/40
摘要： 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.

18. 发明申请

US20160358115A1 QUALITY ASSURANCE ANALYTICS SYSTEMS AND METHODS 审中-公开
标题翻译：质量保证分析系统和方法
公开(公告)号：US20160358115A1
公开(公告)日：2016-12-08
申请号：US14731018
申请日：2015-06-04
申请人： Mattersight Corporation
发明人： David GUSTAFSON , Christopher DANSON , Stephen Richard HOWE , Charles Franklyn MACK
IPC分类号： G06Q10/06
CPC分类号： G06Q10/06395
摘要： Systems and techniques for automated quality assurance are disclosed. The systems receive and analyze communications between customers and customer service agents for quality assurance purposes, select a sub-set of communications for further quality assurance review, and display analysis results to a user.
摘要翻译：公开了用于自动化质量保证的系统和技术。系统接收和分析客户和客户服务代理之间的通信以进行质量保证，选择一组通信以进行进一步的质量保证审查，并向用户显示分析结果。

19. 发明申请

US20160344868A1 CUSTOMER SATISFACTION SYSTEM AND METHOD BASED ON BEHAVIORAL ASSESSMENT DATA 有权
标题翻译：基于行为评估数据的客户满意度系统和方法
公开(公告)号：US20160344868A1
公开(公告)日：2016-11-24
申请号：US15230032
申请日：2016-08-05
申请人： Mattersight Corporation
发明人： Kelly CONWAY , David GUSTAFSON , Douglas BROWN , Christopher DANSON
IPC分类号： H04M3/51 , G10L25/63 , G10L15/26
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 of generating a customer satisfaction score based on behavioral assessment data across one or more recorded communications, which includes analyzing one or more communications between a customer and an agent by applying a linguistic-based psychological behavioral model to each communication to determine a personality type of the customer, selecting at least one filter criterion which comprises a customer, an agent, a team, or a call type, calculating a customer satisfaction score using the at least one selected filter criterion across a selected time interval and based on one or more communications, and displaying a report including the calculated customer satisfaction score to a user that matches the at least one selected filter criterion for the selected time interval. Systems and non-transitory computer readable media configured to generate a customer satisfaction score based on behavioral assessment data are also included.
摘要翻译：一种基于跨越一个或多个记录通信的行为评估数据生成客户满意度分数的方法，其包括通过对每个通信应用基于语言的心理行为模型来分析客户与代理之间的一个或多个通信，以确定个性类型选择包括客户，代理，团队或呼叫类型的至少一个过滤标准，使用所选择的时间间隔内的所述至少一个所选择的过滤标准来计算客户满意度分数，并且基于一个或多个通信，并且向所选择的时间间隔的至少一个所选择的过滤标准匹配的用户显示包括所计算的客户满意度得分的报告。还包括被配置为基于行为评估数据产生顾客满意度分数的系统和非暂时计算机可读介质。

20. 发明申请

US20160337519A1 RESPONSIVE COMMUNICATION SYSTEM FOR ANALYZED MULTICHANNEL ELECTRONIC COMMUNICATION 有权
标题翻译：用于分析多通道电子通信的响应通信系统
公开(公告)号：US20160337519A1
公开(公告)日：2016-11-17
申请号：US15224002
申请日：2016-07-29
申请人： Mattersight Corporation
发明人： Kelly CONWAY , Christopher DANSON , Douglas BROWN , David GUSTAFSON , Roger WARFORD , Melissa MOORE , Keene Hedges CAPERS
IPC分类号： H04M3/51 , G10L25/63 , H04M3/42 , H04L29/12 , H04L29/08 , H04M7/00
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： Methods, customer-responsive computer program product, and system for analyzing electronic customer communication data, generating behavioral assessment data and generating a responsive communication that includes receiving, by a server, electronic customer communication data of two or more types, determining customer identification data associated with the electronic customer communication data by the server, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, 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, generating a responsive communication based on the generated behavioral assessment data, and providing the responsive electronic communication via a user interface.
摘要翻译：方法，响应客户的计算机程序产品和用于分析电子客户通信数据的系统，生成行为评估数据和产生响应通信，其包括由服务器接收两种或多种类型的电子客户通信数据，确定与之相关的客户识别数据通过服务器的电子客户通信数据，通过对电子客户通信数据应用预定的基于语言的心理行为模型来分析电子客户通信数据，基于所述分析，由联络中心生成行为评估数据，行为评估数据为分析的电子客户通信数据提供个性类型，基于所生成的行为评估数据生成响应通信，以及经由用户界面提供响应电子通信。

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