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    Coaching portal and methods based on behavioral assessment data
    1.
    发明授权
    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.

    Optimized predictive routing and methods
    4.
    发明授权
    Optimized predictive routing and methods 有权
    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。

    Real-time customer profile based predictive routing
    5.
    发明授权
    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.

    Methods and system for analyzing multichannel electronic communication data
    8.
    发明授权
    Methods and system for analyzing multichannel electronic communication data 有权
    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。

    Method and system for automatically routing a telephonic communication
    9.
    发明授权
    Method and system for automatically routing a telephonic communication 有权
    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。