SOURCE: Mattersight Corporation

April 11, 2012 16:15 ET

Mattersight Receives U.S. Patents for Applying Behavioral Models to Customer Communications

CHICAGO, IL--(Marketwire - Apr 11, 2012) - Mattersight Corporation (NASDAQ: MATR) today announced the United States Patent and Trademark Office has granted two patents (U.S. Pat. 7,995,717 and 8,094,803) to the company in the area of applying psychological behavioral models to customer communications. These patents underscore the company's leadership and expertise in analyzing, understanding and predicting human behavior.

The way people communicate and the language they use, on a second-by-second basis, provides a clear window into personality and human behavior. Based on extensive research, application of advanced behavioral models, and significant investment in developing algorithms, Mattersight is able to identify the recurring language patterns and linguistic markers that characterize human interaction patterns and advertise the ways in which people prefer to be interacted with. Mattersight's Behavioral Analytics service identifies these patterns by automatically analyzing every second of every captured interaction, using millions of proprietary algorithms and unique behavioral models. The output of this analysis is hundreds of contextually accurate data attributes, such as personality, distress, attitude and sentiment, empathy, and engagement.

The resulting analytics provide the basis for deep insight into the current and future behaviors, expectations, and performance of both customers and employees. Using this data, Mattersight partners with its clients to drive significant business value by automatically:

  • Predicting future customer and employee outcomes and behaviors
  • Routing calls based on predictive algorithms to the best available agent to handle each specific caller
  • Identifying the best opportunity for improvement for each specific agent, supervisor and manager

Mattersight leverages its strong competencies and expertise in managing big data when applying its behavioral model algorithms. Every day, Mattersight captures over 70 trillion data attributes, applies over 2 million algorithms, executes over 250 billion computations, and processes over 350 TB of data in order to provide its customers with new and contextually accurate information to understand their customers and improve their operations.

"We are extremely proud of our groundbreaking work in understanding the connection between language patterns and human behavior. The large investment we have made in this area creates significant value for our customers and very valuable competitive advantage for our company," said Kelly Conway, Mattersight's President and CEO.

To learn more about Mattersight and the Behavioral Analytics service, visit

About Mattersight

Mattersight is a leader in enterprise analytics focused on customer and employee interactions and behaviors. Mattersight's Behavioral Analytics service captures and analyzes customer and employee interactions, employee desktop data and other contextual information to improve operational performance and predict future customer and employee outcomes. Mattersight's analytics are based on millions of proprietary algorithms and the application of unique behavioral models. The company's SaaS+ delivery model combines analytics in the cloud with deep customer partnerships to drive significant business value. Mattersight's applications are used by leading companies in Healthcare, Insurance, Financial Services, Telecommunications, Cable, Utilities and Government. See What Matters™ by visiting

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