PATENT CLAIM ANALYSIS

Application Number: 16389745
Application Type: Utility
Filing Date: 2019-04
Publication Date: 2019-08
Patent Classification: ["379", "265070"]

Abstract:
A method for automated quality management of agents of a contact center includes: selecting, by a processor, a topic for interacting with a human agent of the contact center; identifying, by the processor, a dialog tree associated with the selected topic; and engaging, by the processor, in an automated communication session with the human agent based on the identified dialog tree, wherein the engaging of the automated communication session includes: receiving, by the processor, an agent input; identifying, by the processor, a current node of the dialog tree associated with the agent input; selecting, by the processor, an automated phrase to be output in response to identifying the current node; and outputting, by the processor, the automated phrase.

Claim (Index 25):
The method of  claim 22 , wherein the automated phrase is selected from a plurality of phrases provided by human customers during interactions with the agents of the contact center, the plurality of phrases being in response to inputs by the agents of the contact center that correspond to the agent input from the human agent.

Metadata:
- Claim Count in Document: 59.0
- Percentile: 100.0
- Lexical Diversity: 2.82
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['15677927', '14919673', '15840295', '15178503', '15149031']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5337466333260046
- 35 USC 102 Novelty (BERT): 0.5700714364289503
- Combined Prediction Score: 0.5373791136362992
- Mean Citation Score: 320.279304
- Max Citation Score: 477.20197
- Similarity Product: 383.9125610035728

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