PATENT CLAIM ANALYSIS

Application Number: 15865142
Application Type: Utility
Filing Date: 2018-01
Publication Date: 2018-05
Patent Classification: ["379", "265110"]

Abstract:
A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.

Claim (Index 4):
The method of  claim 1 , wherein the first subset of data points are selected from the group consisting of:\n a number of no inputs by a caller placing a call to the call handling platform, wherein each no input corresponds to an instance of failure of the caller to respond to a query by the call handling platform, a number of no matches by a caller placing a call to the call handling platform, wherein each no match corresponds to an instance of the caller providing a response to a query by the call handling platform that does not match a pre-determined response expected by the call handling platform, a number of tasks not completed by a caller placing a call to the call handling platform, wherein each task not completed indicates an instance of the caller failing to complete successfully a task that has been requested by the call handling platform, a number of zero actions by a caller placing a call to the call handling platform, wherein each zero action corresponds to an instance of the caller providing a preconfigured input indicating an attempt to connect to a human agent irrespective of a query by the call handling platform, a time to zero out by a caller placing a call to the call handling platform, wherein the time to zero out indicates how quickly the caller attempts to talk to a human agent after the call is connected, and a wait time of a caller placing a call to the call handling platform, wherein the wait time of the caller indicates how long the caller has to wait before being connected to a human agent.

Metadata:
- Claim Count in Document: 32.0
- Percentile: 86.0
- Lexical Diversity: 2.26087
- Patent Class: 379.0
- Transitional Phrase Type: closed
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['14051937', '14051901', '14868335', '15094929', '14230792']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.6925511792023407
- 35 USC 102 Novelty (BERT): 0.5732847032625703
- Combined Prediction Score: 0.6806245316083636
- Mean Citation Score: 457.455726
- Max Citation Score: 484.21136
- Similarity Product: 466.3225824367142

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

Dataset: test