Kelly L Conway

US Patent:

8023639, Sep 20, 2011

Filed:

Mar 28, 2008

Appl. No.:

12/079685

Inventors:

Kelly Conway - Lake Bluff IL, US
David Gustafson - Lake Forest IL, US
Douglas Brown - Austin TX, US
Christopher Danson - Austin TX, US

Assignee:

Mattersight Corporation - Lake Forest IL

International Classification:

H04M 3/00

US Classification:

3792661, 37926602

Abstract:

A method of determining the complexity of a telephonic communication received by a contact center is provided. The method comprises the step of establishing a call rule based on one or more of a call duration threshold, a non-interaction threshold, a distress event threshold, a third party dialog threshold, and a call transfer threshold. A recorded telephonic communication is received and call attributes associated with the telephonic communication are determined. The call attributes include one or more of the following: call duration data, non-interaction data, distress event data, third party dialog data and call transfer data. The established call rule is compared to the call attributes of the telephonic communication, and data indicative of the complexity of the telephonic communication is generated.

US Patent:

8094790, Jan 10, 2012

Filed:

Mar 1, 2006

Appl. No.:

11/365432

Inventors:

Kelly Conway - Lake Bluff IL, US
David Gustafson - Lake Forest IL, US
Christopher Danson - Austin TX, US
Keene Hedges Capers - La Jolla CA, US
Douglas Brown - Austin TX, US

Assignee:

Mattersight Corporation - Lake Forest IL

International Classification:

H04M 11/00
H04M 3/00

US Classification:

379 8816, 37926501

Abstract:

A computer program for training a customer service representative by analyzing a telephonic communication between a customer and a contact center is provided. A code segment selects at least one identifying criteria. A code segment identifies a pre-recorded first telephonic communication corresponding to the selected identifying criteria. The first telephonic communication has first event data associated therewith. A code segment generates coaching assessment data corresponding to the identified pre-recorded first telephonic communication. A code segment identifies a pre-recorded second telephonic communication corresponding to the selected identifying criteria. The second telephonic communication has second event data associated therewith. A code segment compares the identified pre-recorded second telephonic communication to the identified first telephonic communication within the coaching assessment data. A code segment generates a notification based on the comparison of the identified pre-recorded second telephonic communication with the identified first telephonic communication within the coaching assessment data.

US Patent:

8170195, May 1, 2012

Filed:

Sep 29, 2008

Appl. No.:

12/286248

Inventors:

Kelly Conway - Lake Bluff IL, US
Douglas Brown - Austin TX, US
Adrian Horton - Charlton NY, US
David Gustafson - Lake Forest IL, US
Christopher Danson - Austin TX, US

Assignee:

Mattersight Corporation - Lake Forest IL

International Classification:

H04M 3/00
H04M 5/00

US Classification:

37926501, 37920101, 37916712

Abstract:

A computer readable medium for controlling a computer is provided. The computer readable medium comprises a plurality of code segments for controlling a computer. A code segment receives a telephonic communication comprised of voice data and event data. A code segment receives computer application data comprising data associated with at least one computer application in use during the telephonic communication. A code segment analyzes the telephonic communication by translating the received voice data into a text format, the text format defining a plurality of components. At least one component of the text data and communication event data occurring during a time interval is classified into one of a plurality of object types, and the computer application data during the time interval is compared to the object type of the classified components.

US Patent:

8594285, Nov 26, 2013

Filed:

Jun 21, 2011

Appl. No.:

13/165149

Inventors:

Kelly Conway - Lake Forest IL, US
Keene Hedges Capers - La Jolla CA, US
Christopher Danson - Austin TX, US
Douglas Brown - Austin TX, US
David Gustafson - Lake Forest IL, US
Roger Warford - Hoschton GA, US
Melissa Moore - Chicago IL, US

Assignee:

Mattersight Corporation - Chicago IL

International Classification:

H04M 11/00
H04M 3/00

US Classification:

379 8816, 37926502

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 at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.

US Patent:

8611523, Dec 17, 2013

Filed:

Sep 29, 2008

Appl. No.:

12/286168

Inventors:

Kelly Conway - Lake Bluff IL, US
Douglas Brown - Austin TX, US
Roger Warford - Hoschton GA, US
David Gustafson - Lake Forest IL, US
Christopher Danson - Austin TX, US

Assignee:

Mattersight Corporation - Chicago IL

International Classification:

H04M 3/00

US Classification:

37926506, 37926501

Abstract:

The invention relates to a method and system for analyzing an electronic communication, more particularly, to analyzing a telephone communication between a customer and a contact center to determine communication objects, forming segments of like communication objects, determining strength of negotiations between the contact center and the customer from the segments, and automate setup time calculation.

US Patent:

7995717, Aug 9, 2011

Filed:

May 18, 2005

Appl. No.:

11/131850

Inventors:

Kelly Conway - Lake Forest IL, US
Keene Hedges Capers - La Jolla CA, US
Christopher Danson - Austin TX, US
Douglas Brown - Austin TX, US
David Gustafson - Lake Forest IL, US
Roger Warford - Hoschton GA, US
Melissa Moore - Chicago IL, US

Assignee:

Mattersight Corporation - Lake Forest IL

International Classification:

H04M 11/00
H04M 3/00

US Classification:

379 8816, 37926502

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 at least first constituent voice data and second constituent voice data. One of the first and second constituent voice data is analyzed by mining the voice data and applying a predetermined linguistic-based psychological behavioral model to one of the separated first and second constituent voice data. Behavioral assessment data is generated which corresponds to the analyzed voice data.

US Patent:

20060265089, Nov 23, 2006

Filed:

Mar 1, 2006

Appl. No.:

11/365342

Inventors:

Kelly Conway - Lake Bluff IL, US
David Gustafson - Lake Forest IL, US
Christopher Danson - Austin TX, US
Keene Capers - La Jolla CA, US
Douglas Brown - Austin TX, US

International Classification:

G06F 17/00

US Classification:

700094000

Abstract:

A computer program for analyzing a telephone call between a customer and a call center is provided. The computer program comprises a code segment for analyzing a telephonic communication by applying a pre-determined retention attrition criteria to the telephonic communication to calculate an attrition probability, a code segment for receiving customer value data associated with the customer, a code segment for comparing the attrition probability with the customer value data, and a code segment for generating a retention strategy based on comparing the attrition probability with the customer value data.

US Patent:

20080240374, Oct 2, 2008

Filed:

Mar 30, 2007

Appl. No.:

11/731479

Inventors:

Kelly Conway - Lake Bluff IL, US
Douglas Brown - Austin TX, US
Roger Warford - Hoschton GA, US
David Gustafson - Lake Forest IL, US
Christopher Danson - Austin TX, US

International Classification:

H04M 11/00

US Classification:

379 671

Abstract:

A method for managing communications between a customer and a contact center is provided. The communication may include voice data, interactive response data and web interaction data. Upon the receipt of an interaction identifier, related conversation data is located. Following the location of the related conversation data, the conversation data is organized sequentially. The organized conversation data may then be analyzed and distress data, behavioral assessment data and event data may be determined, either for each individual interaction segment or the entire combined experience. Following the analysis, the organized conversation data may then transfer the organized conversation data to a portal for display to a user. Further, the associated statistics can be viewed in reporting within the portal or systematically extracted from the system for further analysis.