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 1):
A computer-implemented method comprising:\n receiving, at a call handling platform, a first call placed by a first caller to a first calling number; measuring, by the call handling platform, a first subset of data points based on an interaction of the first caller with an interactive voice response (IVR) module during the first call, wherein the IVR module is associated with the call handling platform; computing, by the call handling platform, an experience score for the first caller using measurements of the first subset of data points, wherein the experience score reflects a numerical measure of a level of satisfaction of the first caller in interacting with the IVR module during the first call; accessing a predetermined first threshold that indicates a minimum level of caller satisfaction; comparing the experience score to the first threshold; conditioned on determining, by the call handling platform and based on the comparing, that the experience score for the first caller indicates that the first caller has a lower level of satisfaction than the minimum level of satisfaction, muting the first call to a first human agent at a first call center; and enabling, by the call handling platform, the first human agent to perceive a representation of the experience score for the first caller prior to or during a handling of the first call by the first 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): 0.634070913383141
- 35 USC 102 Novelty (BERT): 0.5730982313830251
- Combined Prediction Score: 0.6279736451831294
- Mean Citation Score: 457.455726
- Max Citation Score: 484.21136
- Similarity Product: 462.1983103677368

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