Methods and system for analyzing multichannel electronic communication data

US9407768B2 · kind B2 · utility

Assignee

• MATTERSIGHT CORPORATION · US

Inventors

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

Key dates

• Filing date: Jul 24, 2015
• Grant date: Aug 2, 2016
• Expiry date: Jul 24, 2035

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 one or more servers configured to provide a user interface comprising a web site, web portal, or virtual portal, 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 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 a user.