Company Filing History:
Years Active: 2024-2025
Title: Innovations by Matt Matsui: A Pioneer in Transcript Analysis
Introduction
Matt Matsui is an accomplished inventor based in Minneapolis, MN (US), known for his significant contributions to the field of transcript analysis. With a total of 8 patents to his name, Matsui has developed innovative solutions that enhance customer-agent interactions and improve overall performance metrics in contact centers.
Latest Patents
One of Matsui's latest patents is titled "Evaluating transcripts through repetitive statement analysis." This invention focuses on evaluating agent performance during customer interactions by generating a repeatability metric based on statements in an interaction transcript. The repeatability metric serves as a performance indicator that quantifies the amount of repetition experienced during these interactions. By analyzing transcripts and associated metadata, this metric can highlight areas where additional agent training is needed, ultimately improving response times and customer satisfaction.
Another notable patent is "Devices, systems, and methods for transcript sanitization." This invention outlines a method for sanitizing transcripts by identifying potential redactions and executing a multi-pass process to ensure sensitive information is appropriately handled. This method enhances the security and confidentiality of customer interactions while maintaining the integrity of the data.
Career Highlights
Matsui's work at Calabrio, Inc. has positioned him as a leader in the development of innovative technologies that streamline customer service processes. His expertise in transcript analysis and performance metrics has made a significant impact on the efficiency of contact centers.
Collaborations
Matsui collaborates with talented professionals such as Boris Chaplin and Kyle Smaagard, contributing to a dynamic team focused on advancing technology in customer service.
Conclusion
Matt Matsui's innovative patents and contributions to transcript analysis demonstrate his commitment to improving customer-agent interactions. His work continues to influence the field and enhance the performance of contact centers.