PATENT CLAIM ANALYSIS

Application Number: 15860066
Application Type: Utility
Filing Date: 2018-01
Publication Date: 2018-05
Patent Classification: ["379", "265090"]

Abstract:
A first service session is facilitated via a packet switched network, wherein user equipment participates in a first interactive communication exchange with a first agent via a first interaction mode, wherein the first interactive communication exchange is based on a user inquiry. The first interactive communication exchange is monitored and a determination is made that a consultation service would facilitate resolution of the user inquiry. A service resource is associated with the first service session responsive to the determining that the consultation service would facilitate the resolution, wherein the service resource provides consultation to the first agent via a second interaction mode of the plurality of interaction modes, without exposing the consultation to the user equipment, and wherein the consultation elevates an experience level employed in the first service session towards resolution of the user inquiry. Other embodiments are disclosed.

Claim (Index 11):
A device comprising:\n a processing system including a processor; and a memory that stores executable instructions that, when executed by the processing system, facilitate performance of operations comprising: facilitating a customer service session via a communication network, wherein customer equipment participates in a first interactive communication exchange with a first customer service agent via a network connection using a first interaction mode; monitoring the first interactive communication exchange; determining a customer inquiry based on the monitoring; analyzing the customer inquiry; and associating a second customer service agent with the customer service session, based on the analyzing, wherein the second customer service agent participates in a second interactive communication exchange using a second interaction mode different from the first interaction mode, wherein the first customer service agent comprises an automated system and the second customer service agent is a live agent, and wherein responsive to an interruption of the network connection, the customer service session is maintained for a predetermined time period.

Metadata:
- Claim Count in Document: 17.0
- Percentile: 86.0
- Lexical Diversity: 2.44262
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15201271', '15201243', '15201263', '15860098', '14828394']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5550954936214457
- 35 USC 102 Novelty (BERT): 0.5419661093580224
- Combined Prediction Score: 0.5537825551951033
- Mean Citation Score: 297.584942
- Max Citation Score: 367.50848
- Similarity Product: 279.1576610925293

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