US Pat. No. 9,270,826

SYSTEM FOR AUTOMATICALLY ROUTING A COMMUNICATION

Mattersight Corporation, ...

1. A non-transitory computer readable medium adapted to control a computer and comprising a plurality of code segments for
automatically routing a telephonic communication to at least one of a plurality of communication destination addresses, the
non-transitory computer readable medium comprising the code segments that, when executed by a processor:
receive a customer identifier, wherein the customer identifier is generated from at least one of: automatic number identification
(ANI), a customer voice portal prompted variable, or an IP address;

determine whether the received customer identifier corresponds to a stored customer identifier in a customer history database,
the customer history database being configured to store historic data associated with at least one recorded telephonic communication
having a corresponding stored customer identifier, the stored historic data comprising call type data, distress assessment
data, stored behavioral assessment data, call preference data and customer profile;

record a telephonic communication from a caller to obtain caller voice data;
mine the historic data associated with the customer identifier in the caller voice data and apply a linguistic-based psychological
behavioral model to the caller assessment voice data to generate the stored behavioral assessment data;

analyze the historic data corresponding to the received customer identifier and the stored customer identifier, wherein the
customer profile included in the historic data is based on one or more components of a customer's demographic identity;

associate the telephonic communication with one of a plurality of communication destination addresses, the association of
the telephonic communication data with one of the plurality of communication destination addresses being based on the analyzing
of the historic data;

compare a stored customer profile with a customer service representative profile, wherein the stored customer profile includes
the customer's demographic identity consisting of gender, race, age, income, and education; and

provide routing instructions which comprise identifying the associated communication destination address.

US Pat. No. 9,137,373

REAL-TIME PREDICTIVE ROUTING

Mattersight Corporation, ...

1. A system configured to route incoming customer tasks, comprising:
a node comprising a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising
a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where
the plurality of instructions comprises:

instructions that, when executed, identify origination data for a customer contacting a contact center with a customer task;
instructions that, when executed, determine a predicted personality type of the customer based on the identified origination
data and a customer profile;

instructions that, when executed, provide a routing recommendation to a communication distributor to route the customer to
an agent based on the predicted customer personality type and historical customer data, wherein the customer profile is based
on application of a linguistic algorithm to a customer interaction with the contact center; and

instructions that, when executed, route the customer via the communication distributor to the agent based on the routing recommendation.

US Pat. No. 9,300,801

PERSONALITY ANALYSIS OF MONO-RECORDING SYSTEM AND METHODS

MATTERSIGHT CORPORATION, ...

1. A system for analyzing a customer-agent communication, comprising: a node comprising a processor and a non-transitory computer
readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions
stored in association therewith that are accessible to, and executable by, the processor, wherein the plurality of instructions
when executed:
record a mono recording of a communication between an agent and a customer, wherein the mono recording is unseparated and
includes agent voice data and customer voice data and wherein the communication is transmitted via a telecommunication device;

separately record the agent voice data in an agent recording;
align the unseparated mono recording and the agent recording so they are time-synched;
subtract agent voice data from the unseparated mono recording using the agent recording to provide a separated recording including
only customer voice data, wherein the agent voice data is subtracted from the unseparated mono recording based on the alignment,
sound frequency analysis, or both;

convert at least the customer voice data to text; and
determine a personality type of the customer by applying one or more computer-implemented linguistic algorithms to the text
of the customer voice data.

US Pat. No. 9,398,157

OPTIMIZED PREDICTIVE ROUTING AND METHODS

Mattersight Corporation, ...

1. A system configured to optimize the routing of incoming customer communications, comprising:
a processor; and
a non-transitory computer readable medium operably coupled to the processor, the non-transitory computer readable medium comprising
a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where
the plurality of instructions comprises:

instructions that, when executed, receive a customer communication;
instructions that, when executed, retrieve or predict a first profile comprising a demographic profile of a customer associated
with the customer communication, and predict a second profile comprising a demographic profile of a future customer;

instructions that, when executed, return a list of currently available agents and expected available agents, wherein the currently
available agents exclude agents that exceed a predetermined work threshold;

instructions that, when executed, provide a routing recommendation to a communication distributor based on the retrieved or
predicted first customer profile, the predicted second profile of the future customer, and currently available agents' and
expected available agents' proficiency at handling customers with the retrieved and/or predicted profiles; and

instructions that, when executed, route the customer communication via the communication distributor to an agent based on
the routing recommendation.

US Pat. No. 9,390,706

PERSONALITY-BASED INTELLIGENT PERSONAL ASSISTANT SYSTEM AND METHODS

Mattersight Corporation, ...

1. A system adapted to assist a user, which comprises:
a node comprising a processor and a non-transitory computer readable medium operably couples thereto, the non-transitory computer
readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable
by, the processor, where the plurality of instructions comprises:

instructions that, when executed, receive a user request;
instructions that, when executed, retrieve or determine a personality type of the user from three or more personality types
based on one or more user requests;

instructions that, when executed, determine a set of outputs, wherein the set of outputs comprises a plurality of different
modalities of a device and physical actions to control the device, responsive to the received user request;

instructions that, when executed, rank the outputs in the set based on the determined personality type of the user;
instructions that, when executed, deliver a ranked output to the user request in a modality of the device, wherein the modality
of the device is determined based on the personality type and type of the device configured to deliver the output to the user;
and

instructions that, when executed, determine a distress level or engagement level of the user, or both, based on the ranked
output delivered and the modality of delivery, and weight the ranked output for one or more future interactions with the user
based on the determined distress level and/or engagement level.

US Pat. No. 9,432,511

METHOD AND SYSTEM OF SEARCHING FOR COMMUNICATIONS FOR PLAYBACK OR ANALYSIS

Mattersight Corporation, ...

1. A non-transitory computer readable medium comprising a plurality of instructions stored therein adapted to search for a
recorded communication, the plurality of instructions comprising:
instructions that, when executed, analyze one or more communications, wherein the analysis comprises applying a linguistic-based
psychological behavioral model to the communications to reveal a personality type of a human speaker by analyzing behavioral
characteristics of the human speaker based on the one or more communications by an agent;

instructions that, when executed, assign assessment data regarding the agent to the one or more communications;
instructions that, when executed, search the assessment data of the one or more communications for at least one search criterion;
instructions that, when executed, identify at least one communication having assessment data matching the at least one search
criterion; and

instructions that, when executed, display a representation of the at least one identified communication matching the at least
one search criterion.

US Pat. No. 9,083,801

METHODS AND SYSTEM FOR ANALYZING MULTICHANNEL ELECTRONIC COMMUNICATION DATA

MATTERSIGHT CORPORATION, ...

1. A method for analyzing electronic customer communication data and generating behavioral assessment data, the method comprising
the acts of:
receiving electronic customer communication data by a contact center;
determining customer identification data associated with the electronic customer communication data by the contact center;
aggregating electronic customer communication data by customer category from one or more sources based on identification of
a customer from the electronic customer communication data;

analyzing the aggregated electronic customer communication data by applying a predetermined linguistic-based psychological
behavioral model to the electronic customer communication data;

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; and

displaying instructions to a contact center agent via a reporting engine, wherein the instructions are based on the generated
behavioral assessment data.

US Pat. No. 9,407,768

METHODS AND SYSTEM FOR ANALYZING MULTICHANNEL ELECTRONIC COMMUNICATION DATA

Mattersight Corporation, ...

1. A customer analysis method for analyzing electronic customer communication data and generating behavioral assessment data,
which method comprises:
receiving electronic customer communication data of two or more types by one or more servers configured to provide a user
interface comprising a web site, web portal, or virtual portal, wherein at least one of the two or more types of electronic
customer communication data comprises social media data, update status, media feed, social media review, social media data
stream, social media profile or social media account setup;

identifying a customer associated with the electronic customer communication data received by the one or more servers;
analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral
model to the electronic customer communication data for that identified customer;

generating behavioral assessment data based on the analyzing, the behavioral assessment data providing a personality type
for the analyzed electronic customer communication data for that identified customer; and

displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment
data, wherein the user includes the identified customer or a customer service agent.

US Pat. No. 9,357,071

METHOD AND SYSTEM FOR ANALYZING A COMMUNICATION BY APPLYING A BEHAVIORAL MODEL THERETO

Mattersight Corporation, ...

1. A non-transitory, computer readable medium that controls an executable computer readable program code embodied therein,
the executable computer readable program code for implementing a method of analyzing electronic communication data and generating
behavioral assessment data therefrom, which method comprises:
receiving, by a control processor, an electronic communication in text form from a communicant;
analyzing the text of the electronic communication by mining the text of the electronic communication and applying a predetermined
linguistic-based psychological behavioral model to the text of the electronic communication; and

generating behavioral assessment data including a personality type corresponding to the analyzed text of the electronic communication.

US Pat. No. 9,124,701

METHOD AND SYSTEM FOR AUTOMATICALLY ROUTING A TELEPHONIC COMMUNICATION

MATTERSIGHT CORPORATION, ...

1. A non-transitory computer readable medium adapted to control a computer and comprising a plurality of code segments for
automatically routing a telephonic communication to at least one of a plurality of communication destination addresses, the
non-transitory computer readable medium comprising the code segments that, when executed by a processor:
receive a customer identifier;
determine whether the received customer identifier corresponds to a stored customer identifier in a customer history database,
the customer history database being configured to store historic data associated with at least one recorded telephonic communication
having a corresponding stored customer identifier, the stored historic data comprising call type data, distress assessment
data, behavioral assessment data, call preference data and customer profile, wherein the historic data is comprised of stored
behavioral assessment data, the stored behavioral assessment data is generated by mining voice data associated with a customer
identifier from a historic telephonic communication, and applying a linguistic-based psychological behavioral model to the
voice data;

record a telephonic communication from a caller to obtain caller voice data;
generate behavioral assessment data by analyzing the caller voice data by mining the historic data associated with the customer
identifier and applying the linguistic-based psychological behavioral model to the caller voice data;

analyze the historic data corresponding to the received customer identifier and the stored customer identifier, wherein the
stored customer profile included in the historic data is based on one or more components of a customer's demographic identity;

compare the stored customer profile with a customer service representative profile, wherein the stored customer profile includes
the customer's demographic identity selected from one or more of gender, race, age, income, education, and personality type;

associate the telephonic communication with one of a plurality of communication destination addresses, the association of
the telephonic communication data with one of the plurality of communication destination addresses being based on the analyzing
of the historic data; and

provides routing instructions which comprise identifying the associated communication destination address.

US Pat. No. 9,437,215

PREDICTIVE VIDEO ANALYTICS SYSTEM AND METHODS

Mattersight Corporation, ...

1. A video analytics system adapted to predict user behavior based on analysis of a video communication, which comprises:
a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer
readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable
by, the processor, where the plurality of instructions comprises:

instructions that, when executed, receive a video communication from a user, wherein the video communication comprises an
audio component and a video component;

instructions that, when executed, analyze the video component to provide time-coded video behavioral data from the user;
instructions that, when executed, analyze the audio component to provide time-coded spoken words from the user;
instructions that, when executed, associate the time-coded spoken words with the video behavioral data to determine an emotional
state of the user;

instructions that, when executed, collect biographical profile information specific to the user;
instructions that, when executed, determine a personality type of the user by applying a linguistic-based algorithm to the
spoken words, searching a density of keywords in the spoken words, and comparing the keywords to a library separated by different
personality types; and

instructions that, when executed, enter the collected biographical profile information, the emotional state, and the personality
type into a predictive model, wherein the predictive model generates an indication of a likelihood of an outcome of the video
communication.

US Pat. No. 9,269,374

PREDICTIVE VIDEO ANALYTICS SYSTEM AND METHODS

Mattersight Corporation, ...

1. A video analytics system adapted to predict user behavior based on analysis of a video communication, which comprises:
a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer
readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable
by, the processor, where the plurality of instructions comprises:

instructions, that when executed, receive a video communication from a user, wherein the video communication comprises an
audio component and a video component;

instructions, that when executed, analyze the video component to provide time-coded video behavioral data from the user;
instructions, that when executed, analyze the audio component to provide time-coded spoken words from the user;
instructions, that when executed, associate the time-coded spoken words with the video behavioral data to determine an emotional
state of the user,

instructions, that when executed, aggregate the spoken words and the video behavioral data to build a predictive model;
instructions, that when executed, determine a personality type of the user by applying a linguistic-based algorithm to the
spoken words, searching a density of keywords in the spoken words, applying contextual weighting to the keywords, and comparing
the weighted keywords to keywords stored in a library separated by different personality types; and

instructions, that when executed, enter the emotional state and the personality type into the predictive model, wherein the
predictive model generates an indication of a likelihood of an outcome of the video communication.

US Pat. No. 9,225,841

METHOD AND SYSTEM FOR SELECTING AND NAVIGATING TO CALL EXAMPLES FOR PLAYBACK OR ANALYSIS

Mattersight Corporation, ...

1. A non-transitory computer readable medium comprising a plurality of instructions stored therein adapted to search for a
recorded telephone communication, the plurality of instructions comprising:
instructions, that when executed, analyze one or more telephone communications, wherein the analysis comprises applying a
linguistic-based psychological behavioral model to the telephone communications to reveal a personality type of a human speaker
by analyzing behavior characteristics of the human speaker based on the one or more communications with an agent;

instructions, that when executed, assign assessment data regarding the agent to said one or more telephone communications;
instructions, that when executed, search said assessment data of said one or more telephone communications for at least one
search criterion;

instructions, that when executed, identify at least one telephone communication having assessment data matching said at least
one search criterion; and

instructions, that when executed, display a representation of said at least one identified telephone communication matching
said at least one search criterion.

US Pat. No. 9,191,510

METHODS AND SYSTEM FOR ANALYZING MULTICHANNEL ELECTRONIC COMMUNICATION DATA

MATTERSIGHT CORPORATION, ...

1. A method for analyzing electronic customer communication data and generating behavioral assessment data, the method comprising
the acts of:
receiving electronic customer communication data of two or more types by a contact center, wherein at least one of the two
or more types of electronic customer communication data comprises social media data, update status, media feed, social media
review, or a social media data stream;

identifying a customer associated with the electronic customer communication data received by the contact center;
analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral
model to the electronic customer communication data for that identified customer;

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 for that identified customer; and

displaying instructions to a contact center agent via a reporting engine, wherein the instructions are based on the generated
behavioral assessment data.

US Pat. No. 9,083,804

OPTIMIZED PREDICTIVE ROUTING AND METHODS

MATTERSIGHT CORPORATION, ...

1. A system configured to optimize the routing of incoming customer communications, comprising:
a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer
readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable
by, the processor, where the plurality of instructions comprises:

instructions, that when executed, receive a customer communication;
instructions, that when executed, retrieve or predict a first profile of the customer associated with the customer communication
and predict a second profile of a future customer;

instructions, that when executed, provide a routing recommendation to a communication distributor based on the retrieved or
predicted first profile, the predicted second profile, and currently available agents' and expected available agents' proficiency
at handling customers with the retrieved or predicted profiles; and

instructions, that when executed, route the customer communication via the communication distributor to an agent based on
the routing recommendation.

US Pat. No. 9,137,372

REAL-TIME PREDICTIVE ROUTING

MATTERSIGHT CORPORATION, ...

1. A system for routing incoming customer tasks, comprising:
a node comprising a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising
a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where
the plurality of instructions comprises:

instructions, that when executed, receive a customer task;
instructions, that when executed, return a list of available agents, wherein the available agents exclude agents that exceed
a predetermined work threshold; and

instructions, that when executed, provide a routing recommendation to a communication distributor based on predicted customer
personality type and one or more of task type, customer data, or agent data; and

instructions, that when executed, route the task via the communication distributor to an agent based on the routing recommendation.

US Pat. No. 9,571,650

METHOD AND SYSTEM FOR GENERATING A RESPONSIVE COMMUNICATION BASED ON BEHAVIORAL ASSESSMENT DATA

Mattersight Corporation, ...

1. A non-transitory, computer readable medium that controls an executable computer readable program code embodied therein,
the executable computer readable program code for implementing a method of analyzing electronic communication data and generating
behavioral assessment data therefrom, which method comprises:
receiving, by one or more processors, an electronic voice communication from a communicant;
separating the electronic voice communication into at least first constituent data and second constituent data, the first
constituent data being generated by the communicant, wherein the separating further comprises:

identifying a communication protocol associated with an electronic voice communication;
recording the electronic voice communication to a first electronic data file comprising a first and second audio track, the
first constituent voice data being automatically recorded on the first audio track based on the identified communication protocol,
and the second constituent voice data being automatically recorded on the second audio track based on the identified communication
protocol; and

separating at least one of the first and second constituent voice data recorded on the corresponding first and second track
from the first electronic data file;

transcribing the electronic voice communication to text;
analyzing, by one or more of the processors, the text of the separated first and second constituent data by mining the separated
one of the first and second constituent data of the electronic voice communication and applying a predetermined linguistic-based
psychological behavioral model to one of the separated first and second constituent data;

generating, by one or more of the processors, behavioral assessment data including a personality type corresponding to the
analyzed text of one of the separated first and second constituent data of the electronic voice communication;

generating, by one or more of the processors, event data based on the analyzed text of the electronic voice communication;
and

generating, by one or more of the processors, a responsive communication based on the event data.

US Pat. No. 9,106,748

OPTIMIZED PREDICTIVE ROUTING AND METHODS

MATTERSIGHT CORPORATION, ...

1. A system configured to optimize the routing of incoming customer communications, comprising:
a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer
readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable
by, the processor, where the plurality of instructions comprises:

instructions, that when executed, receive a customer communication;
instructions, that when executed, retrieve or predict a first profile of the customer associated with the customer communication
edict a second profile of a future customer;

instructions, that when executed, return a list of currently available agents and expected available agents, wherein the currently
available agents exclude agents that exceed a predetermined work threshold;

instructions, that when executed, provide a routing recommendation to a communication distributor based on the retrieved or
predicted first customer profile, the predicted second profile of the future customer, and currently available agents' and
expected available agents' proficiency at handling customers with the retrieved or predicted profiles; and

instructions, that when executed, route the customer communication via the communication distributor to an agent based on
the routing recommendation.

US Pat. No. 9,538,008

DISTRESS ANALYSIS OF MONO-RECORDING SYSTEM AND METHODS

Mattersight Corporation, ...

1. A system for analyzing a customer-agent communication, comprising:
a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer
readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable
by, the processor, wherein the plurality of instructions that, when executed:

record a mono recording of a communication between an agent and a customer, wherein the mono recording is unseparated and
includes agent voice data and customer voice data;

separately record the agent voice data in an agent recording;
align the unseparated mono recording and the agent recording so they are time-synched;
subtract agent voice data from the unseparated mono recording using the agent recording to provide a separated recording including
only customer voice data, wherein the agent voice data is subtracted from the unseparated mono recording based on the alignment,
sound frequency analysis, or both; and

apply distress analysis to a portion of the communication to identify one or more distress events.

US Pat. No. 9,837,078

METHODS AND APPARATUS FOR IDENTIFYING FRAUDULENT CALLERS

MATTERSIGHT CORPORATION, ...

1. A method of voice print matching which comprises:
receiving a telephonic communication from an unknown caller;
separating a first portion of the telephonic communication into silent and non-silent segments;
evaluating the non-silent segments to determine which portions thereof are speech or non-speech;
generating a plurality of parameters that determine what is speech and non-speech in the non-silent segments;
using the generated parameters to determine what is speech and non-speech for at least the remainder of the telephonic communication;
comparing the speech to a Universal Background Model (UBM);
selecting a number of audio elements of the UBM that characterize the speech of the unknown caller relative to other audio
elements of the UBM;

selecting audio elements of the speech that correspond to the selected audio elements of the UBM; and
comparing the selected audio elements of the speech to matching audio elements of a plurality of recorded voice prints from
a plurality of fraudulent speakers to determine whether the speech belongs to a fraudulent speaker.

US Pat. No. 9,837,079

METHODS AND APPARATUS FOR IDENTIFYING FRAUDULENT CALLERS

MATTERSIGHT CORPORATION, ...

1. An audible fraud detection system, comprising:
a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer
readable medium comprising a plurality of instructions stored therein that are accessible to, and executable by, the processor,
wherein the plurality of instructions comprises:

instructions that, when executed, receive a telephonic communication from an unidentified caller via a network;
instructions that, when executed, separate a first portion of the communication into silent and non-silent segments;
instructions that, when executed, evaluate the non-silent segments to determine which portions are speech or non-speech;
instructions that, when executed, generate a plurality of parameters based on the evaluated non-silent segments that determine
what is speech and non-speech;

instructions that, when executed, use the generated parameters to determine what is speech and non-speech for at least the
remainder of the telephonic communication;

instructions, that when executed, create a voice print from the speech portions of the telephonic communication;
instructions, that when executed, compare the voice print to a Universal Background Model (UBM);
instructions, that when executed, select a number of audio elements of the UBM that characterize the voice print of the unidentified
caller relative to other audio elements of the UBM;

instructions, that when executed, select audio elements of the voice print that correspond to the selected audio elements
of the UBM; and

instructions, that when executed, compare the selected audio elements of the voice print to matching audio elements of a plurality
of recorded voice prints from a plurality of fraudulent speakers to determine whether the voice print belongs to a fraudulent
speaker.

US Pat. No. 9,699,307

METHOD AND SYSTEM FOR AUTOMATICALLY ROUTING A TELEPHONIC COMMUNICATION

Mattersight Corporation, ...

12. A system for automatically routing a telephonic communication to one of a plurality of communication destination addresses,
the system comprising:
a customer history database storing historic data comprising call type data, distress assessment data, call preference data,
and customer profile, and the historic data being associated with a stored customer identifier;

a first server configured to receive a customer identifier input signal from a communication system, wherein the customer
identifier input signal is generated from at least one of: automatic number identification (ANI), a customer voice portal
prompted variable, or an IP address, the server comprising logic that, when executed by a processor:

communicates with the customer history database;
determines whether the received customer identifier input signal corresponds to the stored customer identifier in the customer
history database;

record a telephonic communication from a caller to a customer service representative to obtain caller voice data and to generate
phone event data;

mines historic data associated with the received customer identifier in the caller voice data;
analyzes the historic data corresponding to the received customer identifier and the mined historic data when the received
customer identifier input signal corresponds to the stored customer identifier in the customer history database, wherein the
customer profile included in the historic data is based on one or more components of a customer's demographic identity;

compares a stored customer profile with a customer service representative profile;
associates the telephonic communication with one of a plurality of communication destination addresses, the association being
based on the analysis of the historic data corresponding to the received customer identifier, the comparing of the stored
customer profile with the customer service representative profile, and the customer's demographic identity;

communicates the associated communication destination to a switch, wherein the switch is configured to route the telephonic
communication to the associated communication destination address;

generates a customer routing record for the customer that comprises the analyzed historic data and the phone event data; and
associates the customer routing record with each customer identifier and stores the customer routing record in the customer
history database to facilitate future customer call routing; and

a second server in operable communication with the first server and the customer history database, the second server configured
to record the telephonic communication from the caller to the customer service representative and comprising logic that, when
executed, is adapted to:

separate the telephonic communication into at least the caller voice data and customer service representative voice data;
and

analyze at least the separated caller voice data by mining the separated caller voice data for the customer identifier.

US Pat. No. 9,667,795

DYNAMIC OCCUPANCY PREDICTIVE ROUTING AND METHODS

Mattersight Corporation, ...

1. A system configured to optimize routing of incoming customer communications, which comprises a node comprising a processor
and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising
a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where
the plurality of instructions, when executed:
predict a likelihood, based on day or time of day, that a customer having a retrieved or predicted profile is expected to
initiate a customer communication;

provide a list of currently available agents and expected available agents, wherein the currently available agents exclude
agents that (i) exceed a predetermined work threshold; and (ii) have exceeded a predetermined occupancy level;

provide a routing recommendation to a communication distributor based on the predicted likelihood that the customer will initiate
a customer communication on a day or at a time of day, and currently available agents' and expected available agents' proficiency
at handling one or more customers with the retrieved or predicted profile; and

route the customer communication via the communication distributor to an agent based on the routing recommendation.

US Pat. No. 9,565,312

REAL-TIME PREDICTIVE ROUTING

Mattersight Corporation, ...

1. A system configured to route incoming customer tasks, comprising:
a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer
readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable
by, the processor, where the plurality of instructions comprises:

instructions that, when executed, identify origination data for a customer contacting a contact center with a customer task;
instructions that, when executed, monitor agent workloads and stop assigning customer tasks to agents at any time that the
agents have exceeded a predetermined work threshold, wherein the predetermined work threshold is based on hours worked by
the agents divided by logged in time of the agents;

instructions that, when executed, provide a routing recommendation to a communication distributor to route the customer to
an agent based on historical customer data wherein the agent has not exceeded the predetermined work threshold; and

instructions that, when executed, route the communication via the communication distributor to the agent based on the routing
recommendation.

US Pat. No. 9,848,085

CUSTOMER SATISFACTION-BASED PREDICTIVE ROUTING AND METHODS

MATTERSIGHT CORPORATION, ...

1. A system configured to optimize routing of incoming customer communications, comprising:
a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer
readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable
by, the processor, where the plurality of instructions comprises:

instructions that, when executed, receive a customer communication;
instructions that, when executed, retrieve or predict a first profile of the customer associated with the customer communication
and predict a second profile of a future customer, wherein the first profile includes a customer satisfaction score;

instructions that, when executed, return a list of currently available agents and expected available agents, wherein the currently
available agents include only agents that exceed a predetermined work threshold based on an average customer satisfaction
score determined over a selected time period;

instructions that, when executed, provide a routing recommendation to a communication distributor based on the retrieved or
predicted first customer profile, the predicted second profile of the future customer, and currently available agents' and
expected available agents' proficiency at handling customers with the retrieved or predicted profiles; and

instructions that, when executed, route the customer communication via the communication distributor to an agent based on
the routing recommendation.

US Pat. No. 9,692,894

CUSTOMER SATISFACTION SYSTEM AND METHOD BASED ON BEHAVIORAL ASSESSMENT DATA

Mattersight Corporation, ...

1. A non-transitory computer readable medium comprising a plurality of instructions stored therein adapted to generate a customer
satisfaction score based on behavioral assessment data, the plurality of instructions comprising:
instructions that, when executed, analyze one or more communications between a customer and an agent, wherein the analysis
comprises instructions that, when executed, apply a linguistic-based psychological behavioral model to each communication
to determine a personality type of the customer by analyzing behavioral characteristics of the customer based on the one or
more communications;

instructions that, when executed, select at least one filter criterion which comprises a customer, an agent, a team, or a
call type;

instructions that, when executed, calculate a customer satisfaction score using the at least one selected filter criterion
across a selected time interval and based on the one or more communications; and

instructions that, when executed, display a report including the calculated customer satisfaction score to a user that matches
the at least one selected filter criterion for the selected time interval.

US Pat. No. 9,760,838

TREND IDENTIFICATION AND BEHAVIORAL ANALYTICS SYSTEM AND METHODS

Mattersight Corporation, ...

1. A system for analyzing data relating to trends, which comprises:
a processor;
an analysis module, wherein the analysis module is a non-transitory computer readable medium operably connected to the processor,
wherein the non-transitory computer readable medium comprises a plurality of instructions stored in association therewith
that are accessible to, and executable by, the processor, wherein the plurality of instructions when executed:

analyze a first plurality of communications occurring over a first time period based on voice data and non-voice data;
determine a first plurality of terms based on the analyzed first plurality of communications;
analyze a second plurality of communications occurring over a second time period based on voice data and non-voice data;
determine a second plurality of terms based on the analyzed second plurality of communications;
compare the terms of the first plurality of terms and the second plurality of terms based on one or more factors including
a frequency of the terms in each of the first and second time periods;

identify a set of trending terms based on the comparison of the terms without reference to a library of pre-defined terms;
identify a subset of communications from the first and the second plurality of communications in which an identified trending
term is absent;

analyze the subset of communications to determine a signal associated with the identified absent trending term; and
communicate the identified set of trending terms, the identified absent trending term, and the signal associated with the
identified absent trending term to be displayed to a user; and

a display device configured to display the identified set of trending terms, the identified absent trending term, and the
signal associated with the identified absent trending term to a user.

US Pat. No. 10,084,918

DELAYED-ASSIGNMENT PREDICTIVE ROUTING AND METHODS

MATTERSIGHT CORPORATION, ...

1. A system configured to optimize routing of customer communications, comprising:a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises:
instructions that, when executed, receive a communication from a customer;
instructions that, when executed, retrieve or predict a first profile of the customer;
instructions that, when executed, return a list of currently available agents and expected available agents, wherein the currently available agents exclude agents that exceed a predetermined work threshold;
instructions that, when executed, determine, for each currently available agent and each expected available agent, a proficiency score for handling a customer with the first profile;
instructions that, when executed, determine that an expected available agent has a higher proficiency score than a currently available agent; and
instructions that, when executed, route the customer communication via a communication distributor to the expected available agent based on the determined higher proficiency score.

US Pat. No. 9,667,788

RESPONSIVE COMMUNICATION SYSTEM FOR ANALYZED MULTICHANNEL ELECTRONIC COMMUNICATION

Mattersight Corporation, ...

1. A method for analyzing electronic customer communication data, generating behavioral assessment data and generating a responsive
communication, which method comprises:
receiving, by a server, electronic customer communication data of two or more types, wherein the server is configured to provide
a user interface comprising a web site, web portal, or virtual portal, and wherein at least one of the two or more types of
electronic customer communication data comprises social media data, update status, media feed, social media review, social
media data stream, social media profile or social media account setup;

identify a customer associated with the electronic customer communication data received by the server;
analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral
model to the electronic customer communication data for that identified customer;

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 for that identified customer;

generating a responsive communication based on the generated behavioral assessment data; and
providing the responsive communication via the user interface.

US Pat. No. 9,842,590

FACE-TO-FACE COMMUNICATION ANALYSIS VIA MONO-RECORDING SYSTEM AND METHODS

MATTERSIGHT CORPORATION, ...

1. A system for analyzing a face-to-face customer-agent communication, comprising:
a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer
readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable
by, the processor, wherein the plurality of instructions when executed:

record a mono recording of a communication between an agent and a customer using a microphone, wherein the mono recording
is unseparated and includes agent voice data and customer voice data;

separately record the agent voice data in an agent recording using a second microphone;
align the unseparated mono recording and the agent recording so they are time-synched;
subtract agent voice data from the unseparated mono recording using the agent recording to provide a separated recording including
only customer voice data, wherein the agent voice data is subtracted from the unseparated mono recording based on the alignment,
sound frequency analysis, or both;

convert at least the customer voice data to text; and
determine a personality type of the customer by applying one or more computer-implemented linguistic algorithms to the text
of the customer voice data.

US Pat. No. 9,847,084

PERSONALITY-BASED CHATBOT AND METHODS

MATTERSIGHT CORPORATION, ...

1. A system adapted to communicate with a user, which comprises:
a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer
readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable
by, the processor, where the plurality of instructions comprises:

instructions that, when executed, receive a user voice communication from a client device;
instructions that, when executed, convert the voice communication to text;
instructions that, when executed, apply a linguistic-based algorithm to the text to determine a personality type of the user
or retrieve the personality type of the user, the retrieved personality type determined by application of the linguistic-based
algorithm to a prior text converted from a prior voice communication of the user, from three or more personality types;

instructions that, when executed, determine a set of outputs based on the personality type of the user;
instructions that, when executed, rank the outputs from the set of outputs based on the personality type of the user;
instructions that, when executed, engage with an external service to perform, on the client device, an action from one of
the ranked outputs;

instructions that, when executed, determine a distress level or engagement level of the user, or both, based on the determined
and ranked outputs and a modality of delivery of the action;

instructions that, when executed, predict user input based on the received voice communication;
instructions that, when executed, select an output from the determined and ranked outputs to address the predicted user input;
instructions that, when executed, determine that the selected output addressing the predicted user input is a success;
instructions that, when executed, aggregate determined successes based on repeated user communications; and
instructions that, when executed, prioritize future ranked outputs for the user based on the determined distress level or
engagement level of the user and the aggregated determined successes.

US Pat. No. 9,779,084

ONLINE CLASSROOM ANALYTICS SYSTEM AND METHODS

MATTERSIGHT CORPORATION, ...

1. A system adapted to assist instructors with interactions with students, comprising:
a network server comprising a processor and a computer readable medium operably coupled thereto, the computer readable medium
comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor,
where the plurality of instructions comprises:

instructions, that when executed, receive a communication posted by a student;
instructions, that when executed, receive a communication written by an instructor;
instructions, that when executed, apply a psychologically-based linguistic analysis to text of the student communication and
instructor communication to predict a likelihood of a student outcome with the instructor;

instructions, that when executed, monitor the electronic communication between the instructor and the student to measure instructor
performance;

instructions, that when executed, apply a scoring algorithm to the measured instructor performance and to the analyzed text
of the instructor communication to detect keywords and phrases;

instructions, that when executed, generate a score for the instructor communication from the application of the scoring algorithm
and from comparison of the detected keywords and phrases with a plurality of keywords and phrases stored in a library; and

instructions, that when executed, create an evaluation report that provides guidance to the instructor to facilitate a responsive
communication with the student based on the score for the instructor communication,

wherein the responsive communication is received on a student device using a modality for the responsive communication based
on the predicted likelihood of the student outcome.

US Pat. No. 9,942,400

SYSTEM AND METHODS FOR ANALYZING MULTICHANNEL COMMUNICATIONS INCLUDING VOICE DATA

MATTERSIGHT CORPORATION, ...

1. A customer analysis method for analyzing electronic customer communication data and generating behavioral assessment data, which method comprises:receiving a plurality of types of electronic customer communication data by one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal or application, wherein at least one of the types of electronic customer communication data includes voice data, and at least one of social media data, update status, media feed, social media review, social media data stream, social media profile or social media account setup;
generating a text file from the voice data;
identifying a customer associated with the electronic customer communication data received by the one or more servers;
generating behavioral assessment data by analyzing the text file and the at least one of social media data, update status, media feed, social media review, social media data stream, social media profile or social media account setup for that identified customer; and
displaying instructions to a user via a reporting engine, wherein the instructions are based on the generated behavioral assessment data,
wherein the user includes the identified customer or a customer service agent.

US Pat. No. 9,936,075

ADAPTIVE OCCUPANCY REAL-TIME PREDICTIVE ROUTING

MATTERSIGHT CORPORATION, ...

1. A system configured to route incoming customer tasks based on agent performance, comprising:a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises:
instructions that, when executed, identify origination data for a customer contacting a contact center with a customer task, and associate the identified origination data with stored historical customer data for that customer;
instructions that, when executed, monitor real-time agent performance data while the agent performs the customer task, and modify a predetermined work threshold based on the real-time agent performance data;
instructions that, when executed, provide a routing recommendation to a communication distributor to route the customer to an agent based on the stored historical customer data, wherein the agent has not exceeded the modified predetermined work threshold; and
instructions that, when executed, route the communication via the communication distributor to the agent based on the routing recommendation.

US Pat. No. 10,021,248

METHOD AND SYSTEM FOR ANALYZING CALLER INTERACTION EVENT DATA

MATTERSIGHT CORPORATION, ...

1. A non-transitory, computer readable medium having an executable computer readable program code embedded therein, the executable computer readable program code for implementing a method of analyzing caller interaction events, which method comprises:receiving a caller interaction event between an agent and a caller;
extracting caller event data from the caller interaction event;
generating a report displaying one or more selected categories of the caller event data; and
determining customer satisfaction following the caller interaction event based on the one or more selected categories of the caller event data.

US Pat. No. 10,152,681

CUSTOMER-BASED INTERACTION OUTCOME PREDICTION METHODS AND SYSTEM

MATTERSIGHT CORPORATION, ...

1. A method for providing customer-based outcome prediction, which comprises:receiving, by a control system from a telephony server and an internet server, interactions with customers in a customer group;
receiving, by the control system, recordings of the interactions;
analyzing, by the control system, the recordings of interactions in at least a first time period and a second time period;
selecting, by the control system, the recordings of interactions in the first time period or the second time period;
applying, by the control system, a linguistic-based behavioral algorithm to the recordings of interactions in the first time period or the second time period to generate behavioral assessment data including personality types of the customers in the customer group;
building, by the control system, a predictive model at least in part using data associated with customers in the customer group, the predictive model identifying personality type and agent data as variables relevant to predicting a likelihood of an identified outcome occurring in association with one or more future interactions with customers in the customer group and identifying trends specific to the customers in the customer group;
receiving, by the control system, a current real-time interaction with a first customer, the first customer being in the customer group;
analyzing, by the control system, the current real-time interaction with the first customer to generate current real-time interaction data associated with the identified variable;
adding, by the control system, the current real-time interaction data to a first customer profile associated with the first customer;
applying in real-time, by the control system, the predictive model to the first customer profile and data of a plurality of agents to predict the likelihood of the identified outcome occurring in association with the current real-time interaction and each agent of the plurality of agents and to provide a predicted outcome; and
routing, by an Internet Protocol Private Branch Exchange (IP/PBX) circuit, the current real-time interaction to an agent of the plurality of agents associated with a highest likelihood of the predicted outcome occurring.

US Pat. No. 10,129,394

TELEPHONIC COMMUNICATION ROUTING SYSTEM BASED ON CUSTOMER SATISFACTION

MATTERSIGHT CORPORATION, ...

1. A non-transitory computer readable medium adapted to control a computer and comprising a plurality of code segments for automatically routing a telephonic communication to at least one of a plurality of communication destination addresses, the non-transitory computer readable medium comprising the plurality of code segments that, when executed by a processor:receive a customer identifier, wherein the customer identifier is generated from at least one of: automatic number identification (ANI), a customer voice portal prompted variable, or an IP address;
determine whether the received customer identifier corresponds to a stored customer identifier in a customer history database, the customer history database being configured to store historic data associated with at least one recorded telephonic communication having a corresponding stored customer identifier, the stored historic data comprising call assessment data that comprises customer satisfaction data, and a customer profile;
record a telephonic communication from a caller to obtain caller voice data;
mine the stored historic data associated with the received customer identifier in the caller voice data;
analyze the stored historic data corresponding to the received customer identifier and the stored customer identifier, wherein the customer profile included in the stored historic data is based on one or more components of a demographic identity of a customer;
associate the telephonic communication with one of a plurality of communication destination addresses, the association of the telephonic communication with one communication destination address being based on the analyzing of the stored historic data;
provide routing instructions which comprise identifying the one communication destination address;
generate a customer routing record for the customer that comprises the analyzed historic data; and
associate the customer routing record with each customer identifier and storing the customer routing record in the customer history database to facilitate future customer call routing.

US Pat. No. 10,129,402

CUSTOMER SATISFACTION ANALYSIS OF CALLER INTERACTION EVENT DATA SYSTEM AND METHODS

MATTERSIGHT CORPORATION, ...

1. A non-transitory, computer readable medium that controls an executable computer readable program code embedded therein, the executable computer readable program code for implementing a method of analyzing caller interaction events, which method comprises instructions, that when executed:receive, via a telephony server, a telephone call from a caller;
route, via an Internet Protocol Private Branch Exchange (IP/PBX) circuit, the telephone call to a workstation of an agent;
receive a caller interaction event between the agent and the caller;
extract caller event data from the caller interaction event;
analyze the caller event data; and
generate a report displaying one or more selected categories of the caller event data, wherein the one or more selected categories of caller event data comprise a number of calls for the caller during a specified reporting interval, an average duration of the number of calls, an average hold time for the number of calls, an average time of silence for the number of calls, and a percentage of calls from the number of calls where the caller exhibits dissatisfaction or distress; and
calculating a customer satisfaction scored based on a weighted percentage of the one or more selected categories of the caller event data.

US Pat. No. 10,289,967

CUSTOMER-BASED INTERACTION OUTCOME PREDICTION METHODS AND SYSTEM

MATTERSIGHT CORPORATION, ...

1. A method of selecting an agent for a current customer interaction, which comprises:receiving, by one or more processors, multi-channel communication data and customer biographical data, wherein the multi-channel communication data comprises communications between an agent and a customer, including the current customer interaction and at least social media data;
identifying, by the one or more processors, the customer;
identifying, by the one or more processors, a desired outcome associated with the current customer interaction;
determining, by the one or more processors, that the desired outcome is associated with agent data including agent personality type;
in response to the determination that the desired outcome is associated with agent data, identifying, by the one or more processors, one or more available agents;
applying, by the one or more processors, a linguistic-based psychological behavioral model to transcribed text of the current customer interaction to determine the personality type of each available agent;
generating, by the one or more processors, a plurality of prediction scores, each prediction score associated with each available agent and based at least in part on the customer biographical data and the multi-channel communication data;
establishing, by the one or more processors, a threshold score for the plurality of prediction scores, wherein the threshold score is a minimum score needed for the desired outcome to occur;
comparing, by the one or more processors, the threshold score to each of the plurality of prediction scores;
selecting, by the one or more processors, agents associated with a prediction score that exceed the threshold score;
routing, by an Internet Protocol Private Branch Exchange (IP/PBX), the current customer interaction to an available agent associated with the highest prediction score from the plurality of generated prediction scores; and
connecting, by the IP/PBX, the current customer interaction to the available agent associated with the highest prediction score.

US Pat. No. 10,218,850

REAL-TIME CUSTOMER PROFILE BASED PREDICTIVE ROUTING

MATTERSIGHT CORPORATION, ...

1. A system configured to route incoming tasks, comprising:a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises:
instructions that, when executed, identify origination data for a customer contacting a contact center with a customer task;
instructions that, when executed, determine a predicted personality type of the customer based on the identified origination data and a customer profile for the customer, wherein the customer profile comprises historical customer data;
instructions that, when executed, provide a routing recommendation to a communication distributor to route the customer to an agent based on the predicted personality type of the customer and the historical customer data;
instructions that, when executed, route the customer via the communication distributor to the agent based on the routing recommendation;
instructions that, when executed, create a text of a communication between the customer and the agent; and
instructions that, when executed, update the customer profile based on the text.

US Pat. No. 10,194,029

SYSTEM AND METHODS FOR ANALYZING ONLINE FORUM LANGUAGE

MATTERSIGHT CORPORATION, ...

1. A method for analyzing electronic customer communication data and generating behavioral assessment data, which method comprises:receiving electronic customer communication data by one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal or application, wherein the electronic customer communication data comprises comments posted on an online forum;
identifying a customer associated with the comments posted on the online forum;
generating behavioral assessment data for the identified customer;
storing the generated behavioral assessment data;
generating a responsive electronic communication to the comments posted on the online forum:
generating behavioral assessment data for the responsive electronic communication;
comparing the stored generated behavioral assessment data to the generated behavioral assessment data for the responsive electronic communication; and
displaying instructions to a user via a reporting engine, wherein the instructions are based on the comparison.

US Pat. No. 10,104,233

COACHING PORTAL AND METHODS BASED ON BEHAVIORAL ASSESSMENT DATA

MATTERSIGHT CORPORATION, ...

1. An interface portal system, which comprises:a non-transitory computer readable medium comprising a plurality of instructions stored therein adapted to generate a coaching portal based on behavioral assessment data, the plurality of instructions comprising:
instructions that, when executed, analyze one or more communications between a customer and an agent, wherein the analysis comprises instructions that, when executed, apply a linguistic-based psychological behavioral model to separated voice data for the customer, the agent, or both, from each communication by analyzing behavioral characteristics of the customer, the agent, or both, based on the one or more communications;
instructions that, when executed, identify one or more customer-agent interaction events based on the analyzed behavioral characteristics; and
instructions that, when executed, display a time-based graphic representation including a plurality of the identified customer-agent interaction events across a selected time interval based on one or more communications.

US Pat. No. 10,276,153

ONLINE CHAT COMMUNICATION ANALYSIS VIA MONO-RECORDING SYSTEM AND METHODS

MATTERSIGHT CORPORATION, ...

1. A system for interpreting customer inquiry communications and responding, comprising:a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, wherein the plurality of instructions that, when executed:
record, using a microphone, a mono recording of a customer inquiry communication received by a software agent comprising a software-based application, wherein the mono recording is unseparated and includes customer voice data and audio data generated by the software agent;
separately and concurrently record the audio data generated by the software agent in an agent recording; and
subtract the audio data generated by the software agent from the unseparated mono recording using the agent recording to provide a separated recording including only customer voice data based on alignment of the unseparated mono recording and the agent recording; sound frequency analysis; pitch, tone, volume, or vibration analysis; or acoustic model analysis.

US Pat. No. 10,191,901

ENROLLMENT PAIRING ANALYTICS SYSTEM AND METHODS

MATTERSIGHT CORPORATION, ...

1. A system adapted to pair students with instructors for enrollment, comprising:a network server comprising a processor and a computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises:
instructions that, when executed, receive a plurality of student communications from a student device and receive a plurality of instructor communications from an instructor device;
instructions that, when executed, apply a linguistic-based psychological behavioral model to the plurality of student and instructor communications to determine a personality type of the students and the instructors and to detect keywords and phrases used by the students and instructors;
instructions that, when executed, apply a scoring algorithm to the detected student and instructor keywords and phrases;
instructions that, when executed, generate scores using the linguistic-based psychological behavioral model, including a score that indicates a need for resources, for each of the student communications and for the instructor communications from comparison of the detected keywords and phrases with a plurality of keywords and phrases stored in a library on a server;
instructions that, when executed, aggregate the student scores by personality type and by instructor;
instructions that, when executed, correlate the aggregated student scores and instructor scores with historical student data;
instructions that, when executed, create an evaluation report that provides guidance for a plurality of students for enrollment based on the correlated scores, wherein the report is displayed on the student device; and
instructions that, when executed, direct resources to a student based on the score that indicates a need for resources.

US Pat. No. 10,366,620

LINGUISTIC ANALYSIS OF STORED ELECTRONIC COMMUNICATIONS

MATTERSIGHT CORPORATION, ...

1. A method of teaching a user to facilitate communications, which comprises:receiving, by a communication link from a user device, a plurality of electronic communications, wherein the plurality of electronic communications comprise one or more of a phone call, an email, a text message, a social media post, a video interaction, a facsimile transmission, a web interaction, a chat, and a voice over IP;
routing, by the communication link to one or more processors, the plurality of electronic communications;
conducting, by the one or more processors, a linguistic analysis of the plurality of electronic communications, wherein the linguistic analysis comprises analysis of personality type criteria and linguistic factors obtained from mining data from the plurality of electronic communications, and wherein the analysis of the linguistic factors comprises a determination of whether certain words or phrases are present in the plurality of electronic communications by accessing a database storing the certain words or phrases;
generating, by the one or more processors, a personality profile based on the personality type criteria and the linguistic factors for the contact;
generating, by the one or more processors, recommendations to improve communications with the contact based on the personality profile of the contact;
transmitting, by the one or more processors to a user device through a computer application, the generated recommendations;
receiving, by the one or more processors from the user device, a draft communication;
determining that the draft communication complies with the generated recommendations; and
generating an influence score that predicts how the contact will respond to the draft communication.

US Pat. No. 10,276,055

ESSAY ANALYTICS SYSTEM AND METHODS

MATTERSIGHT CORPORATION, ...

1. A system adapted to evaluate a written essay and provide teaching instructions for an online course, comprising:a server comprising a processor and a non-transitory computer readable medium operably coupled thereto, the computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises:
instructions that, when executed, connect the processor to an educational service provider server via a network to receive an essay by a student;
instructions that, when executed, convert the essay to digital text format;
instructions that, when executed, determine keywords, terms, and phrases that are relevant to at least one student metric;
instructions that, when executed, build a linguistic-based psychological behavioral model by validating individual algorithms that evaluate student essays on the at least one student metric, wherein the linguistic-based psychological behavioral model comprises a plurality of validated individual algorithms;
instructions that, when executed, instruct a scoring processor to access one or more libraries storing the keywords, terms, and phrases, and apply the linguistic-based psychological behavioral model to the text of the essay to output a score for the at least one student metric, wherein the at least one student metric comprises a personality type of the student associated with the essay, and wherein the linguistic-based psychological behavioral model is configured to detect a density of the keywords, terms, and phrases in the essay for each of the at least one student metric and to assign a binary or scaled score based on the stored keywords, terms, and phrases;
instructions, that when executed, identify the personality type of the student based on the assigned binary or scaled score;
instructions that, when executed, create a student profile based on personality type of the student;
instructions that, when executed, provide, to an instructor on a display device, teaching instructions for the online course regarding how to engage with the student regarding writing, wherein the teaching instructions are based on the personality type of the student;
instructions, that when executed, receive a grade for the essay;
instructions, that when executed, correlate the teaching instructions with the grade;
instructions that, when executed, retrieve one or more previous assessments of the student from a data storage device;
instructions, that when executed, aggregate the assigned binary or scaled score with the one or more previous assessments of the student; and
instructions, that when executed, update the student profile and the teaching instructions based on the aggregation of the assigned binary or scaled score and previous assessments and the correlation of the teaching instructions with the grade.

US Pat. No. 10,262,195

PREDICTIVE AND RESPONSIVE VIDEO ANALYTICS SYSTEM AND METHODS

MATTERSIGHT CORPORATION, ...

13. A method to predict user behavior based on analysis of a video communication, which comprises:receiving, by one or more processors, a user video communication;
extracting, by the one or more processors, video analysis data from the user video communication including facial analysis data and identification of an attire of the user;
generating an avatar that includes one or more elements of the user's attire, wherein the avatar depicts a customer service agent wearing the one or more elements of the user's attire;
generating a responsive communication from the avatar to the user;
extracting, by the one or more processors, voice analysis data from the user in the user video communication and from the responsive communication; and
generating an outcome prediction score, based on the video analysis data including facial analysis data and identification of the attire of the user and based on the voice analysis data, that predicts a likelihood that the user will take an action leading to an outcome.

US Pat. No. 10,262,268

PREDICTIVE ANALYTIC SYSTEMS AND METHODS

MATTERSIGHT CORPORATION, ...

1. A system for routing outbound communications to a prospect based on a prior communication, comprising:an Internet Protocol Private Branch Exchange (IP/PBX) circuit; and
a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises:
instructions, that when executed, receive a prediction request from a user interface application on a client device;
instructions, that when executed, record a communication between an agent and a prospect on the client device and a telecommunication device of the prospect;
instructions, that when executed, transcribe the recorded communication from audio to text when the recorded communication is not in text form;
instructions, that when executed, determine which segments of the text of the recorded communication originated with the agent, and which segments of the text of the recorded communication originated with the prospect;
instructions, that when executed, apply linguistic analysis to the text of the recorded communication to determine a type of communication, a density of keywords relating to an organization, business, service or product, or any combination thereof, and a relationship of these keywords to each other during the recorded communication, wherein the keywords are selected from a library and are related to the type of communication;
instructions, that when executed, apply a linguistic-based psychological behavioral model to the text of the recorded communication to determine a personality type of the agent and the prospect based on identifying keywords relevant to the applied linguistic-based psychological behavioral model;
instructions, that when executed, separate agent voice data from the text of the recorded communication;
instructions, that when executed, calculate a weight of keywords identified in a first segment of the agent voice data relative to other keywords identified in the first segment or a second segment in close proximity to the first segment;
instructions, that when executed, calculate an amount of time in the agent voice data that the agent used the keywords relating to the organization, business, service, or product, or any combination thereof;
instructions, that when executed, determine whether the calculated amount of time exceeds a threshold time, wherein the threshold time is based on the type of communication;
instructions, that when executed, generate a predictive output for the user interface application on the client device based on the determined personality types of the agent and the prospect, the type of communication, and the calculated weighting of the identified keywords, when the calculated amount of time exceeded the threshold time;
instructions, that when executed, access a database storing agent history with a set of prospects having the determined personality type of the prospect;
instructions, that when executed, select an agent based on the agent history with the set of prospects having the determined personality type of the prospect;
instructions, that when executed, connect, via the IP/PBX circuit, the prospect on a subsequent communication to a workstation of the selected agent.