Patent Document ID: 9437215
Application ID: 14996913

Base Claim:
1. A video analytics system adapted to predict user behavior based on analysis of a video communication, which comprises: a node comprising a processor and a non-transitory computer readable medium operably coupled thereto, the non-transitory computer readable medium comprising a plurality of instructions stored in association therewith that are accessible to, and executable by, the processor, where the plurality of instructions comprises: instructions that, when executed, receive a video communication from a user, wherein the video communication comprises an audio component and a video component; instructions that, when executed, analyze the video component to provide time-coded video behavioral data from the user; instructions that, when executed, analyze the audio component to provide time-coded spoken words from the user; instructions that, when executed, associate the time-coded spoken words with the video behavioral data to determine an emotional state of the user; instructions that, when executed, collect biographical profile information specific to the user; instructions that, when executed, determine a personality type of the user by applying a linguistic-based algorithm to the spoken words, searching a density of keywords in the spoken words, and comparing the keywords to a library separated by different personality types; and instructions that, when executed, enter the collected biographical profile information, the emotional state, and the personality type into a predictive model, wherein the predictive model generates an indication of a likelihood of an outcome of the video communication.

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Claim 14:
14. The system of claim 1 , which further comprises instructions, that when executed: determine the likelihood of the outcome of the video communication should be increased or decreased; select a second agent for transferring the video communication to, wherein the transferring of the video communication to the second agent is determined, using at least the predictive model, to increase or decrease the likelihood of the outcome occurring; and transfer the video communication to the second agent.