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US Patent 10448887 Biometric customer service agent analysis systems and methods

Patent 10448887 was granted and assigned to Mattersight Corporation on October, 2019 by the United States Patent and Trademark Office.

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Patent abstract

Devices, systems, and methods to receive and analyze biometric measurements from a customer service agent are provided. The analysis of the biometric measurements may be used to identify correlations between the biometric measurements, agent health, and agent performance. These correlations may then be used to route communications to the agent and/or modify the performance and/or increase the heath of the agent. The biometric measurements may also be correlated to an empathy level of the agent.

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