PATENT CLAIM ANALYSIS

Application Number: 15977721
Application Type: Utility
Filing Date: 2018-05
Publication Date: 2018-12
Patent Classification: ["379", "088180"]

Abstract:
The present system and method allow a customer service agent to preview an audio file of a customer's interaction with an interactive voice response (IVR) system before taking the call. While customer voice commands are typically used to navigate through an IVR system to reach an appropriate agent, the present system and method record the customer's voice commands in response to IVR prompts as an audio file and provide them to the agent before she or he takes the call. The agent may play the audio file on a customer engagement center desktop.

Claim (Index 28):
The method of  claim 25 , further comprising prompting the customer service agent to review the additional customer data from other systems using the CEC desktop.

Metadata:
- Claim Count in Document: 62.0
- Percentile: 93.0
- Lexical Diversity: 1.80357
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15614222', '14974586', '15640128', '11731478', '14515642']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5660032860628951
- 35 USC 102 Novelty (BERT): 0.5160383549861212
- Combined Prediction Score: 0.5610067929552177
- Mean Citation Score: 229.44846
- Max Citation Score: 330.25214
- Similarity Product: 200.8112666681052

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