PATENT CLAIM ANALYSIS

Application Number: 16155736
Application Type: Utility
Filing Date: 2018-10
Publication Date: 2019-02
Patent Classification: ["709", "206000"]

Abstract:
Methods and systems are provided for responding to social posts (SPs) on social media channels from a customer service (CS) application of a CRM system. Streams of data from the social media channels are processed to detect relevant SPs, and data from a first SP is identified/retrieved based on automatic rules that find relevant SPs that warrant creation of a CS case and a CS response. A first CS case is created based on the data from the first SP to create a record that includes social content information about the first SP and automatically link the first SP to the CRM system. The social content information includes a message from the first SP and an author of the first SP. The CS application causes the first CS case to be displayed, generates a first response to the first SP, and publishes a first social reply including the first response.

Claim (Index 24):
The method of  claim 23 , further comprising:\n retrieving, via the retrieval system, data from a second social post on a second social media channel, wherein the second social post is identified by the retrieval system using one or more automatic rules that finds social posts that warrant another customer service response from the organization, wherein the second social media channel is different from the first social media channel; receiving, at the interface of the CRM system, the data from the second social post; creating, via the CRM system, a second customer service case based on the data from the second social post; causing the second customer service case to be displayed via the customer service application; and automatically pre-populating, by the customer service application, a second response to the second social post in compliance with protocols associated with the second social media channel that allows the second response to be communicated via the second social media channel.

Metadata:
- Claim Count in Document: 62.0
- Percentile: 97.0
- Lexical Diversity: 2.41791
- Patent Class: 709.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15883881', '14451632', '13594469', '14483941', '13861293']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.255267691356985
- 35 USC 102 Novelty (BERT): 0.5594056803443974
- Combined Prediction Score: 0.2856814902557263
- Mean Citation Score: 285.9915680000001
- Max Citation Score: 431.27756
- Similarity Product: 381.1014770229674

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