SOURCE: Mattersight Corporation

Mattersight Corporation

September 17, 2015 09:15 ET

Mattersight Granted Four New Patents for Personality-Based Call Routing Applications

Covered Inventions Further Strengthen the Analytics Provider's Ability to Predict Customer Behavior and Improve Customer Experience

CHICAGO, IL--(Marketwired - Sep 17, 2015) - Mattersight Corporation (NASDAQ: MATR), the pioneer in personality-based software applications, today announced that it has recently received four new patents related to its award-winning Predictive Behavioral Routing solution.

  • U.S. Patent Number 9,106,748, entitled Optimized Predictive Routing and Methods, covers an improved method of routing incoming customer communications that enables Mattersight's routing solution to not only identify the personality of current callers, but also predict future callers' personality types, allowing users to anticipate call center activity and make strategic adjustments in order to provide a consistently optimum response.
  • U.S. Patent Number 9,124,701, entitled Method and System for Automatically Routing a Telephonic Communication, covers an invention that helps Mattersight's solution to more effectively route individual callers to the agents best capable of handling their needs through the use of a customer identifier, customer history and behavioral analytics generated by the analysis of prior calls.
  • U.S. Patent Numbers 9,137,372 and 9,137,373, both entitled Real-Time Predictive Routing, stem from the same original application and route all incoming customer communications based on a predicted customer personality type. The customer communications covered by these patents include texts, web chat, email and social media communications, as well as calls. In addition, the '372 patent provides routing solutions that exclude overworked agents, while the '373 patent uses customer profiles to create the routing solution.

President and CEO Kelly Conway says that the new patents issued to Mattersight represent both his company's long-standing investment in its intellectual property, and its ongoing refinement and advancement of its solution. "The inventions covered by these new patents have given our clients the ability to dramatically improve their customer interactions and their business outcomes. As powerful as the results have been, we know we're only at the beginning of what this technology can do and we're excited to keep pursuing and expanding its potential." Mattersight's current patent portfolio stands at 20.

Mattersight offers a complimentary ROI calculator for businesses interested in seeing how its routing solution can improve customer experience and bottom-line metrics. To calculate your company's ROI with Mattersight, visit

About Mattersight

Mattersight's mission is to help brands have more effective and effortless conversations with their customers. Using a suite of innovative personality-based software applications, Mattersight can analyze and predict customer behavior based on the language exchanged during service and sales interactions. This insight can then facilitate real-time connections between customers and the agents best capable of handling their needs. Mattersight's patented stack of SaaS applications has influenced hundreds of millions of shorter, more satisfying customer interactions. Organizations across the Financial Services, Healthcare, Technology and Telco industries rely on Mattersight to drive customer retention, employee engagement and operating efficiency. An independent research study documents the average return on investment for these organizations is 344%. To learn more about how Mattersight can help your company, please visit

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