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.:
Date of Patent:
Jul. 14, 2015
Filed:
Oct. 08, 2013
Mattersight Corporation, Chicago, IL (US);
Kelly Conway, Lake Bluff, IL (US);
Keene Hedges Capers, La Jolla, CA (US);
Christopher Danson, Austin, TX (US);
Douglas Brown, Austin, TX (US);
David Gustafson, Lake Bluff, IL (US);
Roger Warford, Hoschton, GA (US);
Melissa Moore, Chicago, IL (US);
MATTERSIGHT CORPORATION, Chicago, IL (US);
Abstract
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.