PATENT CLAIM ANALYSIS

Application Number: 16363826
Application Type: Utility
Filing Date: 2019-03
Publication Date: 2019-07
Patent Classification: ["379", "265130"]

Abstract:
Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.

Claim (Index 25):
An article of manufacture for behavioral pairing model evaluation in a contact center system comprising:\n a non-transitory processor readable medium; and instructions stored on the medium; wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to perform behavioral pairing operations in the contact center system and thereby cause the at least one computer processor to operate so as to:\n determine a plurality of agents and a plurality of contact types; \n analyze historical contact-agent outcome data to determine an expected value of each feasible combination of agent and contact type from the pluralities of agents and contact types; \n determine a pairing model based on the expected values of each feasible combination; \n determine an expected performance of the contact center system using the pairing model; \n output the expected performance of the contact center system using the pairing model; and \n establish, in a switch module of the contact center system, a communication channel between a contact and an agent based at least in part upon the pairing model.

Metadata:
- Claim Count in Document: 65.0
- Percentile: 99.0
- Lexical Diversity: 2.5
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15918442', '15582223', '15918469', '15691106', '15785952']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.6284581601639929
- 35 USC 102 Novelty (BERT): 0.5440758245900946
- Combined Prediction Score: 0.6200199266066031
- Mean Citation Score: 387.271228
- Max Citation Score: 414.30118
- Similarity Product: 349.8176626212335

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