Patent Document ID: 10152681
Application ID: 14049152
Patent Status: 1

Claim One:
1. A method for providing customer-based outcome prediction, which comprises: receiving, by a control system from a telephony server and an internet server, interactions with customers in a customer group; receiving, by the control system, recordings of the interactions; analyzing, by the control system, the recordings of interactions in at least a first time period and a second time period; selecting, by the control system, the recordings of interactions in the first time period or the second time period; applying, by the control system, a linguistic-based behavioral algorithm to the recordings of interactions in the first time period or the second time period to generate behavioral assessment data including personality types of the customers in the customer group; building, by the control system, a predictive model at least in part using data associated with customers in the customer group, the predictive model identifying personality type and agent data as variables relevant to predicting a likelihood of an identified outcome occurring in association with one or more future interactions with customers in the customer group and identifying trends specific to the customers in the customer group; receiving, by the control system, a current real-time interaction with a first customer, the first customer being in the customer group; analyzing, by the control system, the current real-time interaction with the first customer to generate current real-time interaction data associated with the identified variable; adding, by the control system, the current real-time interaction data to a first customer profile associated with the first customer; applying in real-time, by the control system, the predictive model to the first customer profile and data of a plurality of agents to predict the likelihood of the identified outcome occurring in association with the current real-time interaction and each agent of the plurality of agents and to provide a predicted outcome; and routing, by an Internet Protocol Private Branch Exchange (IP/PBX) circuit, the current real-time interaction to an agent of the plurality of agents associated with a highest likelihood of the predicted outcome occurring.