Embodiments of the invention provide techniques that quan tize community interactions with
Social media to understand and influence consumer experiences. Embodiments include a …

(57) ABSTRACT A user profile is creates, and personalization is provided, by compiling
interaction data. The interaction data is compiled to generate a value index or score from a …

Improvement of customer experiences during online com merce is accomplished by
providing unique experiences to customers as a result of anticipating customer needs, sim …

A mechanism for facilitating customer interactions within a customer service environment
provides prompt and accurate answers to customer questions. A Smart chat facility for use in …

US9519936B2 - Method and apparatus for analyzing and applying data related to customer
interactions with social media - Google Patents US9519936B2 - Method and apparatus for …

SUMMARY A customer calls, or otherwise communicates with a con tact center. Using
identifying origination data from the cus tomer communication, the personality type of the …

(57) ABSTRACT A system includes one or more processors configured to receive call-
specific data during a call between a customer and a customer service representative, and …

BACKGROUND Challenges exist in ascertaining speaker intent in audio or text-based
human dialogue. Existing approaches have largely focused on call segmentation, emotion …

US9083804B2 - Optimized predictive routing and methods - Google Patents US9083804B2 -
Optimized predictive routing and methods - Google Patents Optimized predictive routing and …

(72) Inventors: Kelly Conway, Lake Bluff, IL (US); David Gustafson, Lake Bluff, IL (US);
Douglas Brown, Austin, TX (US); Michael Glen Gates, Lakeway, TX (US); William Duane …