PATENT CLAIM ANALYSIS

Application Number: 15879259
Application Type: Utility
Filing Date: 2018-01
Publication Date: 2019-07
Patent Classification: ["715", "708000"]

Abstract:
An example embodiment may involve obtaining an incident record relating to a user. The embodiment may also involve generating and providing, for display on a graphical user interface, a single window including a dialog region, an incident record region, and a suggestion region. The embodiment may also involve determining candidate messages by incorporating components of the incident record into predetermined message templates. The embodiment may also involve determining a scoring for the candidate messages based on a relevance to a conversation between the user and an agent. The embodiment may also involve based on the scoring, selecting one or more of the candidate messages to include in a set of suggested messages displayed in the suggestion region. The embodiment may also involve receiving input from the agent selecting one of the suggested messages, and then responsively displaying the selected suggested message as part of the conversation in the dialog region.

Claim (Index 18):
An article of manufacture including a non-transitory computer-readable medium, having stored thereon program instructions that, upon execution by a computing system disposed within a computational instance of a remote network management platform that remotely manages a managed network, cause the computing system to perform operations comprising:\n obtaining, from a database containing representations of incident records relating to users associated with the managed network, an incident record relating to a user; generating and providing, for display on a graphical user interface, a single window of the graphical user interface, the single window including:\n a dialog region including: a first location for displaying a conversation between the user and an agent, and a second location for entering a message to be added to the conversation, \n an incident record region including the incident record, wherein components of the incident record contain at least one of an identifier of the user, an incident status, and an incident description, and \n a suggestion region for displaying a set of suggested messages for use by the agent to add to the conversation; \n determining a plurality of candidate messages by incorporating the components of the incident record into predetermined message templates, wherein the predetermined message templates include sentence fragments and define fields in which to incorporate the components; determining a scoring for the plurality of candidate messages based on a relevance to messages from the conversation; based on the scoring, selecting one or more of the plurality of candidate messages to include in the set of suggested messages displayed in the suggestion region; receiving, by way of the graphical user interface, input from the agent selecting one of the set of suggested messages to be added to the conversation; and in response to receiving the input, providing, for display on the graphical user interface, the selected suggested message as part of the conversation in the first location of the dialog region.

Metadata:
- Claim Count in Document: 23.0
- Percentile: 86.0
- Lexical Diversity: 2.41791
- Patent Class: 715.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15717787', '15855197', '15587183', '15815436', '15624638']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.2652427239179151
- 35 USC 102 Novelty (BERT): 0.4666771887061827
- Combined Prediction Score: 0.2853861703967419
- Mean Citation Score: 156.056556
- Max Citation Score: 171.65211000000005
- Similarity Product: 135.81785807936137

Labels:
- Claim Label 101: 1
- Claim Label 102: 0
- Claim Label 103: 1
- Claim Label 112: 1
- Combined Label: 0
- Label 101 Adjusted: 1

Dataset: test