Methods and system for analyzing multichannel electronic communication data

US9191510B2 · kind B2 · utility

Assignee

• MATTERSIGHT CORPORATION · US

Inventors

• Kelly Conway · Lake Bluff, US
• Keene Hedges Capers · Village of La Jolla, US
• Christopher Danson · Austin, US
• Douglas Brown · Austin, US
• David Gustafson · Lake Bluff, US
• Roger Warford · Hoschton, US
• Melissa Moore · Chicago, US

Key dates

• Filing date: Mar 14, 2013
• Grant date: Nov 17, 2015
• Expiry date: Mar 14, 2033

Classification

• Technology area (CPC H): Electricity
• CPC primary: H04M2203/556
• WIPO field: Telecommunications
• WIPO sector: Electrical engineering

Abstract

A method and system for analyzing electronic communication data is provided. In one embodiment, a method includes receiving electronic customer communication data by a contact center, analyzing the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data, and generating behavioral assessment data by the contact center based on said analyzing, the behavioral assessment data providing a personality type for the analyzed electronic customer communication data. In one or more embodiments, electronic customer communication data may be one or more of electronic-mail data, web content data, text message data, voice over IP data, online forum data, social media data, update status, media feed, social media review, social media data stream. In other embodiments, electronic customer communication data may include data received during a customer communication with a graphical user interface for the contact center.