PATENT CLAIM ANALYSIS

Application Number: 16038133
Application Type: Utility
Filing Date: 2018-07
Publication Date: 2019-02
Patent Classification: ["379", "265110"]

Abstract:
A system for providing integrated contact information with search results, comprising a plurality of contact centers, each comprising at least a plurality of contact agents; a callback cloud, comprising at least a plurality of contact agents; a queue manager, comprising at least a software components operating and stored on a computing device; wherein the contact agents receive and respond to customer interactions; further wherein the queue manager monitors contact agent availability; further wherein the queue manager receives interaction requests; and further wherein the queue manager provides queue information to interaction requestors.

Claim (Index 5):
A method for contact information integration with search results, comprising at least the steps of:\n monitoring, using a queue manager comprising at least a plurality of software programming instructions stored in a memory of, and operating on a processor of, a network-connected computing device configured to connect to and communicate with a callback cloud, wherein the callback cloud comprises a plurality of server computers configured to generate callbacks to a plurality of agents, agent availability across a plurality of contact centers based at least in part on observed agent activity; receiving, at the callback cloud, a request for agent availability information from a third party Internet search engine; querying, using the callback cloud, at least a first contact center for agent availability and estimated wait time for handling the customer interaction; providing, using the queue manager, agent availability information to the callback cloud; determining an estimated wait time based at least in part on agent availability; providing the estimated wait time to the callback cloud; providing a status update to the third party Internet search engine, the status update being based at least in part on agent availability information received from the queue manager; and when a third party Internet search engine user initiates a callback request from within a third party search query result, sending from the third party Internet search engine a request to the callback cloud and the callback cloud initiates a callback to the party when an agent is available and bridges the callback to the available agent.

Metadata:
- Claim Count in Document: 13.0
- Percentile: 95.0
- Lexical Diversity: 2.04
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['14178589', '14073764', '15798394', '15169681', '14860673']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.4943508482692049
- 35 USC 102 Novelty (BERT): 0.5511195309258474
- Combined Prediction Score: 0.5000277165348691
- Mean Citation Score: 289.9771580000001
- Max Citation Score: 416.50104
- Similarity Product: 384.2197576438379

Labels:
- Claim Label 101: 1
- Claim Label 102: 1
- Claim Label 103: 0
- Claim Label 112: 1
- Combined Label: 1
- Label 101 Adjusted: 1

Dataset: test