PATENT CLAIM ANALYSIS

Application Number: 16389745
Application Type: Utility
Filing Date: 2019-04
Publication Date: 2019-08
Patent Classification: ["379", "265070"]

Abstract:
A method for automated quality management of agents of a contact center includes: selecting, by a processor, a topic for interacting with a human agent of the contact center; identifying, by the processor, a dialog tree associated with the selected topic; and engaging, by the processor, in an automated communication session with the human agent based on the identified dialog tree, wherein the engaging of the automated communication session includes: receiving, by the processor, an agent input; identifying, by the processor, a current node of the dialog tree associated with the agent input; selecting, by the processor, an automated phrase to be output in response to identifying the current node; and outputting, by the processor, the automated phrase.

Claim (Index 31):
A system for automated quality management of agents of a contact center, comprising:\n a processor; and a memory coupled to the processor, the memory storing instructions that, when executed by the processor, cause the processor to:\n identify a trigger for invoking evaluation of a particular human agent of the contact center; \n select a topic for interacting with the human agent, wherein the selected topic is based on the identified trigger; \n identify a dialog tree associated with the selected topic; \n invoke an automated response module for engaging in an automated communication session with the human agent based on the identified dialog tree, wherein the automated response module is configured to emulate a human customer during the automated communication session; \n evaluate the automated communication session with the human agent based on a defined criteria; \n determine whether the criteria has been satisfied; and \n invoke an action in response to the determination.

Metadata:
- Claim Count in Document: 59.0
- Percentile: 100.0
- Lexical Diversity: 2.82
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15677927', '14919673', '15840295', '15178503', '15149031']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.4988720334753001
- 35 USC 102 Novelty (BERT): 0.5792693417189345
- Combined Prediction Score: 0.5069117642996636
- Mean Citation Score: 320.279304
- Max Citation Score: 477.20197
- Similarity Product: 452.2019659524936

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

Dataset: test