Mattersight Issued New Patent For Chatbot that Understands Different Personalities & Behavior
03 August 2017 - 11:46PM
Mattersight Corporation (NASDAQ:MATR), the pioneer in
personality-based software applications, has received a new patent
which combines the company’s speech analytics and predictive
behavior models to create artificial intelligence (AI) algorithms
capable of generating chatbot communication that is both humanized
and personalized.
Method and System for Generating a Responsive Communication
Based on Behavioral Assessment Data, known as Personality Chatbot,
is a first-of-its-kind chatbot algorithm set that brands would be
able to leverage for digital customer service. By instantaneously
analyzing a customer's prior communications and leveraging
real-time linguistic analysis, Mattersight’s invention could
personalize AI communication for customers via online chat screens,
in automated contact centers, through voice enabled devices and
even with video avatars.
“We see a couple of significant differences separating our
patent from others that are currently on the market or in
development,” said Mattersight CTO Chris Danson, one of the
solution's inventors. “First, ours isn’t trying to develop its own
personality. By analyzing the person communicating, its responses
would be a reflection of the customer’s personality, their
emotional state, and communication preferences. Secondly, a chatbot
is only as good as the interactions used to train it. With
Mattersight’s experience of over a billion customer interactions as
a knowledge source, the chatbot algorithms generate responses we
believe are significantly more intelligent than anything else
currently on the market.”
Leading Fortune 500 organizations use Mattersight’s suite of
personality-based software applications to improve customer
experience in their contact centers. Using a NASA developed
personality model and speech recognition algorithms that mine data
from over one billion customer service calls, Mattersight is able
to analyze a customer's personality and behavior traits in seconds
and pair them with an agent they are most likely to have chemistry
with. In addition to routing and providing personalized responses
to customer inquiries, Mattersight envisions its chatbot technology
to be able to work towards more complex interactive conversations
in a way not possible today.
"While many developers have been focused on bringing more
personality to their chatbots,” continued Danson. “We're aiming to
create more personable chatbot conversations by connecting to the
customer’s personality and providing an overall greater customer
experience. We’re excited to see where this innovation takes
us."
About MattersightMattersight unleashes the
power of personality to improve every interaction with every
customer every time. With tools to learn, analyze, and predict
customer behavior based on customer conversations, Mattersight
helps brands create chemistry with their customers through shorter,
more satisfying conversations that increase loyalty. To learn how
Mattersight can help you click better with your customers visit
www.mattersight.com.
Contact
David Mullen
Chief Financial Officer
312.954.7380
dave.mullen@mattersight.com
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