PATENT CLAIM ANALYSIS

Application Number: 15959193
Application Type: Utility
Filing Date: 2018-04
Publication Date: 2019-10
Patent Classification: ["379", "265070"]

Abstract:
A method, a computer program product, and an information handling system is provided for reducing cost and improving real-time performance for analyzing and representing customer care communication progression based on tone assessments by monitoring communications between a plurality of customers and a plurality of representatives to form a plurality of interaction histories. Analyzing a text form of the plurality of interaction histories according to a Tone Latent Dirichlet Allocation [T-LDA] model to determine a plurality of conversation tones. Mapping the plurality of conversation tones to a plurality of conversation phases and providing a representation of the conversation tones identifying a first customer tone at a first conversation phase and a second customer tone at a second conversation phase.

Claim (Index 12):
The computer program product of  claim 11 , further comprising:\n mapping a first tone assessment of the customer to a start conversation phase of the conversation to form a start conversation tone assessment; mapping a second tone assessment of the customer to an end conversation phase of the conversation to form an end conversation tone assessment; and utilizing a comparison between the start conversation tone assessment and the end conversation tone assessment to evaluate the agent.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 91.0
- Lexical Diversity: 1.86567
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15603091', '15715552', '15888654', '13740473', '12748150']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.496367155356634
- 35 USC 102 Novelty (BERT): 0.4694390143498625
- Combined Prediction Score: 0.4936743412559569
- Mean Citation Score: 159.606688
- Max Citation Score: 175.49886999999995
- Similarity Product: 126.61489951215204

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

Dataset: test