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The patent badge is an abbreviated version of the USPTO patent document. The patent badge does contain a link to the full patent document.

The patent badge is an abbreviated version of the USPTO patent document. The patent badge covers the following: Patent number, Date patent was issued, Date patent was filed, Title of the patent, Applicant, Inventor, Assignee, Attorney firm, Primary examiner, Assistant examiner, CPCs, and Abstract. The patent badge does contain a link to the full patent document (in Adobe Acrobat format, aka pdf). To download or print any patent click here.

Patent No.:

US 10448887 B1

PDFFull Text
Date of Patent:
Oct. 22, 2019

Filed:

Oct. 26, 2016

Biometric customer service agent analysis systems and methods

Applicant:

Mattersight Corporation, Chicago, IL (US);

Inventors:

Christopher Danson, Austin, TX (US);

William Duane Skeen, Austin, TX (US);

Assignee:

MATTERSIGHT CORPORATION, Chicago, IL (US);

Attorney:

Haynes and Boone, LLP

Primary Examiner:

Bruk A Gebremichael

Int. Cl.
CPC ...
A61B 5/0402 (2006.01); A61B 5/00 (2006.01); G09B 5/00 (2006.01); A61B 5/0205 (2006.01); A61B 5/1171 (2016.01); G06Q 30/00 (2012.01); A61B 5/021 (2006.01); A61B 5/024 (2006.01); A61B 5/053 (2006.01); A61B 5/145 (2006.01); G16H 50/30 (2018.01); G16H 10/60 (2018.01); A61B 5/08 (2006.01);
U.S. Cl.
CPC ...
A61B 5/486 (2013.01); A61B 5/0022 (2013.01); A61B 5/021 (2013.01); A61B 5/02055 (2013.01); A61B 5/02405 (2013.01); A61B 5/0402 (2013.01); A61B 5/0531 (2013.01); A61B 5/1176 (2013.01); A61B 5/14542 (2013.01); A61B 5/742 (2013.01); G06Q 30/016 (2013.01); G09B 5/00 (2013.01); G16H 10/60 (2018.01); G16H 50/30 (2018.01); A61B 5/0077 (2013.01); A61B 5/02438 (2013.01); A61B 5/0816 (2013.01); A61B 2503/12 (2013.01);
Abstract

Devices, systems, and methods to receive and analyze biometric measurements from a customer service agent are provided. The analysis of the biometric measurements may be used to identify correlations between the biometric measurements, agent health, and agent performance. These correlations may then be used to route communications to the agent and/or modify the performance and/or increase the heath of the agent. The biometric measurements may also be correlated to an empathy level of the agent.

Find Patent Forward Citations

Quick Actions:

Danson, Christopher. (2019). Biometric customer service agent analysis systems and methods (U.S. Patent No. 10448887). U.S. Patent and Trademark Office. https://idiyas.com/patent/badge/10448887

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