PATENT CLAIM ANALYSIS

Application Number: 16046045
Application Type: Utility
Filing Date: 2018-07
Publication Date: 2018-12
Patent Classification: ["379", "265090"]

Abstract:
In accordance with an example embodiment a computer-implemented method and an apparatus for predicting and tracking of mood changes in textual conversations are provided. The method includes determining, by a processor, one or more mood metrics in each of two or more chat stages of a real-time textual conversation between an agent and a customer. Changes in the one or more mood metrics across the two or more chat stages of the real-time textual conversation are tracked by the processor. Further, the method includes determining, by the processor, at least one action associated with the real-time textual conversation based on the changes in the one or more mood metrics.

Claim (Index 47):
An apparatus comprising:\n at least one processor; and a storage module having stored therein machine executable instructions, that when executed by the at least one processor, cause the apparatus to supervise one or more real-time textual conversations between one or more agents and one or more customers, wherein for supervising a real-time textual conversation of the one or more real-time textual conversations, the apparatus is configured to:\n determine one or more mood metrics in each of two or more chat stages of the real-time textual conversation between an agent and a customer associated with the real-time textual conversation \n track changes in the one or more mood metrics across the two or more chat stages of the real-time textual conversation between the agent and the customer; and \n determine at least one action associated with the real-time textual conversation based on the changes in the one or more mood metrics; and \n an input-output (I/O) module; wherein the at least one processor is further configured to cause the apparatus to perform the at least one action by enabling the I/O module to any of:\n displaying one or more textual recommendations to the agent so as to enable the agent to use the one or more textual recommendations in the real-time textual conversation to thereby cause a target outcome of the real-time textual conversation: \n displaying information associated with the at least one action to a supervisor monitoring the real-time textual conversation and causing the I/O module to provide the information associated with the at least one action to the agent engaged in the real-time textual conversation based on an input received from the supervisor so as to enable the agent to perform the at least one action thereby causing a target outcome of the real-time textual conversation; \n monitoring an agent engagement score associated with the two or more chat stages of the real-time textual conversation; \n storing the real-time textual conversation with a timestamp of the real-time textual conversation; and \n displaying one or more textual recommendations to the agent so as to enable the agent to use the one or more textual recommendations in the real-time textual conversation to thereby cause a target outcome of the real-time textual conversation.

Metadata:
- Claim Count in Document: 65.0
- Percentile: 95.0
- Lexical Diversity: 2.22642
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: True
- Related Applications: ['14638894', '14580859', '15587183', '15083240', '13778824']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.513263907257543
- 35 USC 102 Novelty (BERT): 0.6044315529361993
- Combined Prediction Score: 0.5223806718254087
- Mean Citation Score: 287.022962
- Max Citation Score: 556.3247
- Similarity Product: 509.5287688795328

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