US Patent No: 8,094,803

Number of patents in Portfolio can not be more than 2000

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

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ALSO PUBLISHED AS: 20060262919
ATTORNEY / AGENT: (SPONSORED)
 

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Abstract

A method for analyzing a telephonic communication between a customer and a contact center is provided. According to the method, a telephonic communication is separated into first and second constituent voice data. One of the first and second constituent voice data is analyzed. The analysis consist of translating one the constituent voice data into a text format and applying a predetermined linguistic-based psychological behavioral model to the translated voice data. In applying the behavioral model, the translated voice data is mined, and behavioral signifiers associated with the psychological behavioral model are identified in the voice data. The behavioral signifiers are automatically associated with at least one of a plurality of personality types associated with the psychological behavioral model. Behavioral assessment data is generated which corresponds to the analyzed voice data.

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First Claim

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Patent Owner(s)

Patent OwnerAddressTotal Patents
MATTERSIGHT CORPORATIONLAKE FOREST, IL7

International Classification(s)

  • [Classification Symbol]
  • [Patents Count]

Inventor(s)

Inventor Name Address # of filed Patents Total Citations
Brown, Douglas South Hamilton, MA 59 112
Capers, Keene Hedges La Jolla, CA 8 26
Conway, Kelly Lake Forest, IL 23 51
Danson, Christopher Austin, TX 23 51
Gustafson, David - 30 128
Moore, Melissa Greenville, SC 6 25
Warford, Roger Hoschton, GA 12 21

Cited Art

Patent Info (Count) # Cites Year
 
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SIGMA/MICRO CORPORATION (1)
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SPRINT COMMUNICATIONS COMPANY L.P. (1)
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SYNIVERSE TECHNOLOGIES, INC. (1)
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TEKELEC (1)
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TERADATA US, INC. (1)
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VERINT AMERICAS INC. (1)
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VIREXX MEDICAL CORP. (1)
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WHEEL DATA, L.L.C. (1)
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XAXON R&D LTD. (1)
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OTHER [CHECK PATENT PROFILE FOR ASSIGNMENT INFORMATION] (8)
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