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:
Apr. 10, 2018
Filed:
May. 25, 2017
Mattersight Corporation, Chicago, IL (US);
Kelly Conway, Lake Bluff, IL (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);
Keene Hedges Capers, La Jolla, CA (US);
MATTERSIGHT CORPORATION, Chicago, IL (US);
Abstract
Methods, behavioral assessment computer program products, and systems for analyzing electronic customer communication data, generating behavioral assessment data and displaying instructions to a user that include receiving a plurality of types of electronic customer communication data by one or more servers configured to provide a user interface including a web site, web portal, or virtual portal or application, wherein at least one of the types of electronic communication data includes voice data, generating a text file from the voice data, identifying a customer associated with the electronic communication data received by the one or more servers, generating behavioral assessment data for the electronic communication data for that identified customer by analyzing the customer's electronic communication data, and displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data, and wherein the user includes the identified customer or a customer service agent.