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 31):
A system for previewing an IVR recording, the system comprising:\n a processor that receives audio data from a telephone call and creates at least one audio file from the audio data; a non-transient computer readable medium operatively connected to the processor and programmed with computer readable code that upon execution by the processor causes the processor to: process the at least one audio file using an IVR unit to create routing data; transfer the routing data to a routing unit; process the routing data using a routing unit to create customer data; route the telephone call to a queue for a customer service agent based on the customer data; prompt the customer service agent to play the at least one audio file using a Customer Engagement Center (CEC) desktop; and connect the customer service agent to the telephone call.

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): 0.5661415885624875
- 35 USC 102 Novelty (BERT): 0.5093307941536188
- Combined Prediction Score: 0.5604605091216006
- Mean Citation Score: 229.44846
- Max Citation Score: 330.25214
- Similarity Product: 269.29980083290815

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