PATENT CLAIM ANALYSIS

Application Number: 15907121
Application Type: Utility
Filing Date: 2018-02
Publication Date: 2018-07
Patent Classification: ["379", "265090"]

Abstract:
A system for managing customer involvement with a contact center involves one or more monitoring applications executing on one or more computerized servers associated with the contact center, the applications monitoring communications between individual customers and the center; and a rules engine executing on the one or more computerized servers, the rules engine accessible to the monitoring application, the rules engine enabled to generate and implement business rules. Upon detection by one of the monitoring applications of an instance of unsuccessful or incomplete interaction between a customer and the contact center, session data determined during monitoring is used by the rules engine to determine contact center-initiated activity to be implemented to establish new communication with the customer to resolve issues related to the unsuccessful or incomplete interaction.

Claim (Index 12):
The method of  claim 9  wherein a failed connect attempt is a call dropped from an agent queue due to the caller hanging up.

Metadata:
- Claim Count in Document: 68.0
- Percentile: 88.0
- Lexical Diversity: 2.06154
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['12342368', '14447598', '12032338', '13450820', '13305279']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5916359870607626
- 35 USC 102 Novelty (BERT): 0.5297577537053639
- Combined Prediction Score: 0.5854481637252228
- Mean Citation Score: 271.609728
- Max Citation Score: 381.4716
- Similarity Product: 209.860316500926

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