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Patents

Mattersight’s unique solutions contain a wealth of technology and business expertise that provide effortless and satisfying customer experiences. Over the years, we have invested to secure patent protection for the technology and processes that drive value for our clients. Below is a listing of patents and related product offerings:

Predictive Behavioral Routing

U.S. Patent No. 9,407,768:  Optimized predictive routing and methods—optimizes the pairing of all types of incoming communications by predicting the demographic profile of current and future customers, and providing the best matches with agents based on their predicted availability.

U.S. Patent No. 9,357,071:  Method and system for analyzing a communication by applying a behavioral model thereto.  Analyzes all kind of electronic communication and determines a personality type for the author of the communication.

U.S. Patent No. 9,270,826:  System for automatically routing a communication—routes incoming telephonic communications by using customer history including the customer’s demographic identity.

U.S. Patent No. 9,137,373:  Real-time predictive routing—routes all types of incoming customer tasks by predicting the customer’s personality type based on the customer’s originating information and profile.

U.S. Patent No. 9,137,372:  Real-time predictive routing—routes all kinds of incoming customer tasks based on predicted customer personality.  Routing excludes agents who are overworked, and uses personality type, type of task, or customer/agent data to make the best match.

U.S. Patent No. 9,124,701:  Method and system for automatically routing a telephonic communication—routes telephone calls based on customer history including personality type and demographic identity.

U.S. Patent No. 9,106,748:  Optimized predictive routing and methods—optimally routes all types of incoming customer communications by retrieving or predicting the profiles of current and future customers and making the best matches based on current and future agent availability, excluding those agents who are overworked.

U.S. Patent No. 9,083,804:  Optimized predictive routing and methods— optimally routes all kinds of incoming customer communications by retrieving or predicting the profiles of current and future customers and making the best matches based on current and future agent availability.

U.S. Patent No. 8,983,054:  Method and system for automatically routing a telephonic communication—Routes incoming telephone calls based on a customer history database that includes personality type determined from analyzing a previously recorded telephone call.

U.S. Patent No. 8,891,754:  Method and system for automatically routing a telephonic communication—routes telephone calls based on customer history database that includes personality type based on prior telephone conversation between that customer and an agent.

U.S. Patent No. 8,867,733:  Real-time predictive routing—routes incoming customer tasks of all kinds based on a predicted customer personality type to agents, excluding overworked agents.

U.S. Patent No. 8,718,262:  Method and system for automatically routing a telephonic communication based on analytic attributes associated with prior telephonic communication:  Routes telephone calls based on customer history database including customer behavioral data.  Best routing match is selected based on comparison of agent profile and customer profile.

U.S. Patent No. 8,594,285:  Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.  Analyzes telephone conversations between customers and agents, determines personality types for both customers and agents, and includes additional analysis of customer distress.  Covers displaying interaction information, including customer personality analysis.

U.S. Patent No. 8,170,195:  Method and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center.  Analyzes telephone conversations for both voice and event information, and time codes the event data during the recording of the telephone call.

U.S. Patent No. 8,094,803:  Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.  Analyzes recorded telephone conversations for customer and agent personality information.

U.S. Patent No. 7,995,717:  Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.  Analyzes separated telephone recordings to determine personality and distress.

Coaching

U.S. Patent No. 9,432,511: Method and system of searching for communications for playback or analysis. Searches a database of electronic communications for interactions with specific behavioral characteristics, and displays those communications.

U.S. Patent No. 9,357,071:  Method and system for analyzing a communication by applying a behavioral model thereto.  Analyzes all kind of electronic communication and determines a personality type for the author of the communication.

U.S Patent No. 9,225,841:  Method and system for selecting and navigating to call examples for playback or analysis.  Searches a database of recorded telephone conversations for calls with specific behavioral characteristics, and displays the calls.

U.S Patent No. 8,781,102:  Method and system for analyzing a communication by applying a behavioral model thereto.  Analyzes all kinds of electronic communications including telephone calls, and determines a personality type for the customer including displaying personality information.

U.S. Patent No. 8,611,523:  Methods and systems for determining segments of a telephone communication between a customer and a contact center to classify each segment of the communication, assess negotiations and automate setup time calculation.  Analyzes telephone conversations between customers and agents, and categorizes segments of the calls into at least two types of segments, including information exchange, miscommunication, non-interaction, conversation, positive comments and negotiations.

U.S. Patent No. 8,594,285:  Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.  Analyzes telephone conversations between customers and agents, determines personality types for both customers and agents, and includes additional analysis of customer distress.  Covers displaying interaction information, including customer personality analysis.

U.S. Patent No. 8,170,195:  Method and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center.  Analyzes telephone conversations for both voice and event information, and time codes the event data during the recording of the telephone call.

U.S. Patent No. 8,594,285:  Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.  Analyzes telephone conversations between customers and agents, determines personality types for both customers and agents, and includes additional analysis of customer distress.  Covers displaying interaction information, including customer personality analysis.

U.S. Patent No. 8,094,790:  Method and software for training a customer service representative by analysis of a telephonic interaction between a customer and a contact center.  Analyzes recorded telephone calls for agent and customer personality information, and analyzes the recordings to generate coaching assessments based on comparing at least two different analyzed recordings.

U.S. Patent No. 8,023,639:  Method and system determining the complexity of a telephonic communication received by a contact center.  Determines complexity of a telephonic communication and generating a graphical display for the agent.

U.S. Patent No. 9,357,071:  Method and system for analyzing a communication by applying a behavioral model thereto.  Analyzes all kind of electronic communication and determines a personality type for the author of the communication.

U.S Patent No. 8,781,102:  Method and system for analyzing a communication by applying a behavioral model thereto.  Analyzes all kinds of electronic communications including telephone calls, and determines a personality type for the customer including displaying personality information.

U.S. Patent No. 8,611,523:  Methods and systems for determining segments of a telephone communication between a customer and a contact center to classify each segment of the communication, assess negotiations and automate setup time calculation.  Analyzes telephone conversations between customers and agents, and categorizes segments of the calls into at least two types of segments, including information exchange, miscommunication, non-interaction, conversation, positive comments and negotiations.

U.S. Patent No. 8,594,285:  Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.  Analyzes telephone conversations between customers and agents, determines personality types for both customers and agents, and includes additional analysis of customer distress.  Covers displaying interaction information, including customer personality analysis.

U.S. Patent No. 8,170,195:  Method and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center.  Analyzes telephone conversations for both voice and event information, and time codes the event data during the recording of the telephone call.

U.S. Patent No. 7,869,586:  Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics.  Analyzes voice data and generates analytis based on the voice data.

Analytics

U.S. Patent No. 9,357,071:  Method and system for analyzing a communication by applying a behavioral model thereto.  Analyzes all kind of electronic communication and determines a personality type for the author of the communication.

U.S Patent No. 8,781,102:  Method and system for analyzing a communication by applying a behavioral model thereto.  Analyzes all kinds of electronic communications including telephone calls, and determines a personality type for the customer including displaying personality information.

U.S. Patent No. 8,611,523:  Methods and systems for determining segments of a telephone communication between a customer and a contact center to classify each segment of the communication, assess negotiations and automate setup time calculation.  Analyzes telephone conversations between customers and agents, and categorizes segments of the calls into at least two types of segments, including information exchange, miscommunication, non-interaction, conversation, positive comments and negotiations.

U.S. Patent No. 8,594,285:  Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.  Analyzes telephone conversations between customers and agents, determines personality types for both customers and agents, and includes additional analysis of customer distress.  Covers displaying interaction information, including customer personality analysis.

U.S. Patent No. 8,170,195:  Method and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center.  Analyzes telephone conversations for both voice and event information, and time codes the event data during the recording of the telephone call.

U.S. Patent No. 8,594,285:  Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.  Analyzes telephone conversations between customers and agents, determines personality types for both customers and agents, and includes additional analysis of customer distress.  Covers displaying interaction information, including customer personality analysis.

U.S. Patent No. 8,023,639:  Method and system determining the complexity of a telephonic communication received by a contact center.  Determines complexity of a telephonic communication and generating a graphical display for the agent.

U.S. Patent No. 9,357,071:  Method and system for analyzing a communication by applying a behavioral model thereto.  Analyzes all kind of electronic communication and determines a personality type for the author of the communication.

U.S Patent No. 8,781,102:  Method and system for analyzing a communication by applying a behavioral model thereto.  Analyzes all kinds of electronic communications including telephone calls, and determines a personality type for the customer including displaying personality information.

U.S. Patent No. 8,611,523:  Methods and systems for determining segments of a telephone communication between a customer and a contact center to classify each segment of the communication, assess negotiations and automate setup time calculation.  Analyzes telephone conversations between customers and agents, and categorizes segments of the calls into at least two types of segments, including information exchange, miscommunication, non-interaction, conversation, positive comments and negotiations.

U.S. Patent No. 8,594,285:  Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.  Analyzes telephone conversations between customers and agents, determines personality types for both customers and agents, and includes additional analysis of customer distress.  Covers displaying interaction information, including customer personality analysis.

U.S. Patent No. 8,170,195:  Method and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center.  Analyzes telephone conversations for both voice and event information, and time codes the event data during the recording of the telephone call.

U.S. Patent No. 7,869,586:  Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics.  Analyzes voice data and generates analytics based on the voice data.

Quality

U.S. Patent No. 9,432,511: Method and system of searching for communications for playback or analysis. Searches a database of electronic communications for interactions with specific behavioral characteristics, and displays those communications.

U.S. Patent No. 9,357,071:  Method and system for analyzing a communication by applying a behavioral model thereto.  Analyzes all kind of electronic communication and determines a personality type for the author of the communication.

U.S Patent No. 9,225,841:  Method and system for selecting and navigating to call examples for playback or analysis.  Searches a database of recorded telephone conversations for calls with specific behavioral characteristics, and displays the calls.

U.S Patent No. 8,781,102:  Method and system for analyzing a communication by applying a behavioral model thereto.  Analyzes all kinds of electronic communications including telephone calls, and determines a personality type for the customer including displaying personality information.

U.S. Patent No. 8,611,523:  Methods and systems for determining segments of a telephone communication between a customer and a contact center to classify each segment of the communication, assess negotiations and automate setup time calculation.  Analyzes telephone conversations between customers and agents, and categorizes segments of the calls into at least two types of segments, including information exchange, miscommunication, non-interaction, conversation, positive comments and negotiations.

U.S. Patent No. 8,594,285:  Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.  Analyzes telephone conversations between customers and agents, determines personality types for both customers and agents, and includes additional analysis of customer distress.  Covers displaying interaction information, including customer personality analysis.

U.S. Patent No. 8,170,195:  Method and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center.  Analyzes telephone conversations for both voice and event information, and time codes the event data during the recording of the telephone call.

U.S. Patent No. 8,594,285:  Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.  Analyzes telephone conversations between customers and agents, determines personality types for both customers and agents, and includes additional analysis of customer distress.  Covers displaying interaction information, including customer personality analysis.

U.S. Patent No. 8,023,639:  Method and system determining the complexity of a telephonic communication received by a contact center.  Determines complexity of a telephonic communication and generating a graphical display for the agent.

U.S. Patent No. 9,357,071:  Method and system for analyzing a communication by applying a behavioral model thereto.  Analyzes all kind of electronic communication and determines a personality type for the author of the communication.

U.S Patent No. 8,781,102:  Method and system for analyzing a communication by applying a behavioral model thereto.  Analyzes all kinds of electronic communications including telephone calls, and determines a personality type for the customer including displaying personality information.

U.S. Patent No. 8,611,523:  Methods and systems for determining segments of a telephone communication between a customer and a contact center to classify each segment of the communication, assess negotiations and automate setup time calculation.  Analyzes telephone conversations between customers and agents, and categorizes segments of the calls into at least two types of segments, including information exchange, miscommunication, non-interaction, conversation, positive comments and negotiations.

U.S. Patent No. 8,594,285:  Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.  Analyzes telephone conversations between customers and agents, determines personality types for both customers and agents, and includes additional analysis of customer distress.  Covers displaying interaction information, including customer personality analysis.

U.S. Patent No. 8,170,195:  Method and systems for verifying typed objects or segments of a telephonic communication between a customer and a contact center.  Analyzes telephone conversations for both voice and event information, and time codes the event data during the recording of the telephone call.

U.S. Patent No. 7,869,586:  Method and system for aggregating and analyzing data relating to a plurality of interactions between a customer and a contact center and generating business process analytics.  Analyzes voice data and generates analytics based on the voice data.

Workstyle

U.S. Patent No. 9,357,071:  Method and system for analyzing a communication by applying a behavioral model thereto.  Analyzes all kind of electronic communication and determines a personality type for the author of the communication.

U.S Patent No. 8,781,102:  Method and system for analyzing a communication by applying a behavioral model thereto.  Analyzes all kinds of electronic communications including telephone calls, and determines a personality type for the customer including displaying personality information.

U.S. Patent No. 8,594,285:  Method and system for analyzing separated voice data of a telephonic communication between a customer and a contact center by applying a psychological behavioral model thereto.  Analyzes telephone conversations between customers and agents, determines personality types for both customers and agents, and includes additional analysis of customer distress.  Covers displaying interaction information, including customer personality analysis.

For a complete listing of Mattersight patent holdings, please view the US Patent Office database.