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 11):
The method of  claim 1 , comprising:\n receiving, at the call handling platform, a second call placed by a second caller to a second calling number, the second calling number and the first calling number being different numbers; measuring, by the call handling platform, a second subset of data points based on an interaction of the second caller with the IVR module during the second call; computing, by the call handling platform, an experience score for the second caller using measurements of the second subset data points, wherein the experience score for the second caller reflects a numerical measure of a level of satisfaction of the second caller in interacting with the IVR module during the second call; accessing a predetermined second threshold that is different from the first threshold and that indicates a different minimum level of caller satisfaction; comparing the experience score for the second caller to the second threshold; conditioned on determining, by the call handling platform and based on the comparing, that the experience score for the second caller indicates that the second caller has a lower level of satisfaction than the different minimum level of satisfaction, routing the second call to a second human agent at a second call center; and enabling, by the call handling platform, the second human agent to perceive a representation of the experience score for the second caller prior to or during a handling of the second call by the second human agent.

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

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.634762496895643
- 35 USC 102 Novelty (BERT): 0.571428637886146
- Combined Prediction Score: 0.6284291109946932
- Mean Citation Score: 457.455726
- Max Citation Score: 484.21136
- Similarity Product: 452.7345346011162

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