This inventor holds 13 USPTO granted patents. Top assignee: Mattersight Corporation. Active years: 2014-2019.
Company Filing History:
Years Active: 2014-2019
Title: **William Duane Skeen: Innovator in Biometric and Predictive Routing Technologies**
Introduction
William Duane Skeen is a prolific inventor based in Austin, TX, with an impressive portfolio of 13 patents. His work focuses on advancing technology in customer service and biometric analysis, showcasing his commitment to enhancing communication efficiency and agent performance in the workplace.
Latest Patents
Among his recent innovations, Skeen's patents include systems and methods for biometric customer service agent analysis. This technology allows for the collection and interpretation of biometric measurements from customer service agents. By analyzing these measurements, Skeen's inventions can identify correlations between agent health, performance, and their empathy levels, ultimately helping to improve both individual agent wellness and overall customer interaction.
Another notable patent is the real-time customer profile-based predictive routing system. This invention utilizes origination data to predict a customer's personality type, enabling the routing of customer communications to the most suitable agent. Through this innovative method, the technology enhances customer service efficiency and personalizes the client experience, ensuring that agents are matched with customers based on historical data and personality compatibility.
Career Highlights
William Duane Skeen has made significant strides in his career while working at Mattersight Corporation. His breakthroughs in biometric analysis and predictive routing are shaping the future of customer service operations, aligning technology with human performance.
Collaborations
At Mattersight Corporation, Skeen collaborates with other talented professionals, including Kelly Conway and David Gustafson. Together, they drive innovative solutions that redefine the customer service landscape, helping organizations optimize their communication strategies and agent effectiveness.
Conclusion
William Duane Skeen's contributions to technology in customer service and biometric measurement reflect his dedication to innovation and improvement in agent performance. His patents stand as a testament to his forward-thinking approach, paving the way for enhanced customer interactions in a rapidly evolving digital landscape.