Responsive communication system for analyzed multichannel electronic communication
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United States of America Patent
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May 30, 2017
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app pub date -
Jul 29, 2016
filing date -
Mar 14, 2013
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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.
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