PATENT CLAIM ANALYSIS

Application Number: 16351603
Application Type: Utility
Filing Date: 2019-03
Publication Date: 2019-07
Patent Classification: ["379", "266060"]

Abstract:
System and method to calculate expected waiting time of a caller to a calling center, the method including: monitoring, by a monitor circuit, a content of a present communication session; estimating a point of progress of the monitored communication session; comparing the point of progress to a historical statistic; calculating, by a processor, a projection of a duration of a remainder of the present communication session; and providing, by a communication circuit, an expected waiting time (EWT) based upon the projection of the duration of the remainder of the present communication session. Embodiments may include a speech search process to record call progress. The speech search process may inform, diagnose or monitor a call. The speech search process may inform a supervisor of progress, to take action if necessary. The speech search process may dynamically trigger other processes and construct profiles based upon historical data.

Claim (Index 18):
The system of  claim 11 , wherein the plurality of required statements comprise one or more first required statements that are provided by a contact center resource to the contact and one or more corresponding second required statements that are provided by the contact to the contact center resource, the processor executing the executable instructions to implement a speech search plug-in to:\n monitor a speech signal from the present communication session; match a particular one of the second required statements to a particular one of the first required statements; and update, based on the matching, a metric contained in a profile comprising information related to the contact, wherein the metric relates to an amount of time required by the contact to provide the particular one of the second required statements.

Metadata:
- Claim Count in Document: 4.0
- Percentile: 99.0
- Lexical Diversity: 2.37143
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['14302779', '13928575', '14050648', '16228861', '14469627']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.4491820562179659
- 35 USC 102 Novelty (BERT): 0.507165446565757
- Combined Prediction Score: 0.454980395252745
- Mean Citation Score: 180.819554
- Max Citation Score: 294.30865
- Similarity Product: 229.77563007084728

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

Dataset: test