Responsive communication system for analyzed multichannel electronic communication

• US 9,667,788 B2
• Filed: 07/29/2016
• Issued: 05/30/2017
• Est. Priority Date: 03/14/2013
• Status: Active Grant

• Current Assignee: Mattersight Corporation (Nice Ltd)
• Original Assignee: Mattersight Corporation (Nice Ltd)
• Inventors: Conway, Kelly, Danson, Christopher, Brown, Douglas, Warford, Roger, Moore, Melissa, Capers, Keene Hedges, Gustafson, David
• Primary Examiner(s): Hong, Harry S
• Application Number:
  US15/224,002
• Publication Number:
  US 20160337519A1
• Time in Patent Office: 305 Days
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G10L 25/63 for estimating an emotional state
• CPC Class Codes: H04L 61/457 containing identifiers of data entities on a computer, e.g. file names
• CPC Class Codes: H04L 67/02 based on web technology, e.g. hypertext transfer protocol [HTTP]
• CPC Class Codes: H04L 67/10 in which an application is distributed across nodes in the network software deployment G06F8/60; multiprogramming arrangements G06F9/46
• CPC Class Codes: H04L 67/53 using third party service providers
• CPC Class Codes: H04M 2203/555 Statistics, e.g. about subscribers but not being call statistics
• CPC Class Codes: H04M 2203/556 Statistical analysis and interpretation
• CPC Class Codes: H04M 3/42161 via computer interface
• CPC Class Codes: H04M 3/5141 Details of processing calls and other types of contacts in an unified manner unified messaging in packet-switching networks H04L51/56
• CPC Class Codes: H04M 3/5175 Call or contact centers supervision arrangements
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 7/0012 Details of application programming interfaces [API] for telephone networks; Arrangements which combine a telephonic communication equipment and a computer, i.e. computer telephony integration [CPI] arrangements

Abstract

Methods, customer-responsive computer program product, and system for analyzing electronic customer communication data, generating behavioral assessment data and generating a responsive communication that includes receiving, by a server, electronic customer communication data of two or more types, determining customer identification data associated with the electronic customer communication data by the server, analyzing the 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, generating a responsive communication based on the generated behavioral assessment data, and providing the responsive electronic communication via a user interface.

Claims

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.

2. The method of claim 1, wherein the server is a third-party server configured to send and receive communications.

3. The method of claim 1, wherein the third-party server hosts a social networking site.

4. The method of claim 1, wherein the third-party server is configured to provide one or more application programming interfaces (APIs) configured to integrate mobile-to-web extension applications.

5. The method of claim 1, wherein the third-party server is configured to permit a user to interact with a profile or account setup via one or more applications or programs run by the third-party server.

6. The method of claim 1, wherein the third-party server is configured to fetch data, receive pushed data, or both.

7. The method of claim 1, wherein the generated behavioral assessment data is associated with at least one identifying indicia.

8. The method of claim 1, wherein the identifying indicia selected is a name, e-mail address, or account number, in each case sufficient to identify the source of the behavioral assessment data.

9. The method of claim 1, wherein the responsive communication comprises a responsive e-mail, electronic post, social media feed or telephonic response.

10. A customer-responsive computer program product stored on a non-transitory computer readable medium including computer executable code for analyzing electronic customer communication data, generating behavioral assessment data and generating a responsive communication, where the computer program product comprises instructions that, when executed:

receive, 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;

analyze the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data for that identified customer;

generate 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;

generate a responsive communication based on the generated behavioral assessment data; and

provide the responsive communication via the user interface.

11. The product of claim 10, wherein the server is a third-party server configured to send and receive communications.

12. The product of claim 10, wherein the third-party server hosts a social networking site.

13. The product of claim 10, wherein the third-party server is configured to provide one or more application programming interfaces (APIs) configured to integrate mobile-to-web extension applications.

14. The product of claim 10, wherein the third-party server is configured to permit a user to interact with a profile or account setup via one or more applications or programs run by the third-party server.

15. The product of claim 10, wherein the third-party server is configured to fetch data, receive pushed data, or both.

16. The product of claim 10, wherein the generated behavioral assessment data is associated with at least one identifying indicia.

17. The product of claim 10, wherein the identifying indicia selected is a name, e-mail address, or account number, in each case sufficient to identify the source of the behavioral assessment data.

18. The product of claim 10, wherein the responsive communication comprises a responsive e-mail, electronic post, social media feed or telephonic response.

19. 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;

identifying a customer associated with the electronic customer communication data received by the server;

aggregating electronic customer communication data from one or more sources based on identification of the 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 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.

20. The method of claim 19, wherein the server is a third-party server configured to send and receive communications.

21. The method of claim 19, wherein the third-party server hosts a social networking site.

22. The method of claim 19, wherein the third-party server is configured to provide one or more application programming interfaces (APIs) configured to integrate mobile-to-web extension applications.

23. The method of claim 19, wherein the third-party server is configured to permit a user to interact with a profile or account setup via one or more applications or programs run by the third-party server.

24. The method of claim 19, wherein the third-party server is configured to fetch data, receive pushed data, or both.

25. The method of claim 19, wherein the generated behavioral assessment data is associated with at least one identifying indicia.

26. The method of claim 19, wherein the identifying indicia selected is a name, e-mail address, or account number, in each case sufficient to identify the source of the behavioral assessment data.

27. The method of claim 19, wherein the responsive communication comprises a responsive e-mail, electronic post, social media feed or telephonic response.

28. A system configured to analyze customer communications and provide a responsive communication based on behavioral data from the 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 comprises;

receive by the processor 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 processor;

analyze the electronic customer communication data by applying a predetermined linguistic-based psychological behavioral model to the electronic customer communication data for that identified customer;

generate 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;

generate a responsive communication based on the generated behavioral assessment data; and

provide the responsive communication via the user interface.

29. The system of claim 28, wherein the server is a third-party server configured to send and receive communications.

30. The system of claim 28, wherein the third-party server is configured to provide one or more application programming interfaces (APIs) configured to integrate mobile-to-web extension applications.