Patent Document ID: 9300801
Application ID: 14610136

Base Claim:
1. A system for analyzing a customer-agent communication, comprising: 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, wherein the plurality of instructions when executed: record a mono recording of a communication between an agent and a customer, wherein the mono recording is unseparated and includes agent voice data and customer voice data and wherein the communication is transmitted via a telecommunication device; separately record the agent voice data in an agent recording; align the unseparated mono recording and the agent recording so they are time-synched; subtract agent voice data from the unseparated mono recording using the agent recording to provide a separated recording including only customer voice data, wherein the agent voice data is subtracted from the unseparated mono recording based on the alignment, sound frequency analysis, or both; convert at least the customer voice data to text; and determine a personality type of the customer by applying one or more computer-implemented linguistic algorithms to the text of the customer voice data.

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Claim 10:
10. The system of claim 1 , which further comprises instructions, that when executed, transfer the communication to another agent matched to the personality type of the customer.