PATENT CLAIM ANALYSIS

Application Number: 15997745
Application Type: Utility
Filing Date: 2018-06
Publication Date: 2018-10
Patent Classification: ["379", "265030"]

Abstract:
A system includes one or more memory devices storing instructions, and one or more processors configured to execute the instructions to perform steps of a method for providing customer sentiment depiction. The system may receive customer information and session information and generate a customer sentiment estimate. The system may then receive an indication of a detected customer voice characteristic and generate an updated customer sentiment estimate that may be transmitted to a customer service terminal for display.

Claim (Index 1):
A system for providing customer sentiment depiction, comprising:\n an environmental data sensor for obtaining audio or visual data; an input/output device; a display; one or more processors including at least a sentiment depiction processor; and a memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:\n responsive to a customer call being made to an interactive voice response system, receive customer information and session information; \n obtain, by the environmental data sensor, customer audio information; \n determine, by the sentiment depiction processor, a customer voice characteristic based on the customer audio information; \n generate, based on the customer information, session information, and the customer voice characteristic, a customer sentiment estimate for display by a customer service terminal, wherein the customer sentiment estimate is indicative of a sentiment of a customer engaging with the interactive voice response system; \n automatically modify, based on the customer sentiment estimate, a position of the customer call in a queue to speak to a customer service agent; and \n transmit, via the input/output device, the customer sentiment estimate to a call center server for display.

Metadata:
- Claim Count in Document: 48.0
- Percentile: 94.0
- Lexical Diversity: 1.6875
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15664974', '15665960', '15908941', '12570229', '14848951']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5073071213949587
- 35 USC 102 Novelty (BERT): 0.5361257048278488
- Combined Prediction Score: 0.5101889797382477
- Mean Citation Score: 229.747618
- Max Citation Score: 394.26636
- Similarity Product: 380.7818344844127

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