PATENT CLAIM ANALYSIS

Application Number: 16151443
Application Type: Utility
Filing Date: 2018-10
Publication Date: 2019-01
Patent Classification: ["379", "265090"]

Abstract:
A service session is facilitated via a packet switched network; in the service session, user equipment participates in an interactive communication exchange with an agent via a first interaction mode, and the interactive communication exchange is based on a user inquiry. The interactive communication exchange is monitored and a determination is made that a consultation service would facilitate resolution of the user inquiry. A service resource is associated with the service session responsive to determining that the consultation service would facilitate the resolution; the service resource provides consultation to the agent via a second interaction mode without exposing the consultation to the user equipment. The consultation elevates an experience level employed in the first service session towards resolution of the user inquiry.

Claim (Index 15):
The device of  claim 14 , wherein the operations further comprise modifying a queue for assignment of the live agent to the customer service session based on the assessment.

Metadata:
- Claim Count in Document: 14.0
- Percentile: 97.0
- Lexical Diversity: 2.36364
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['15201271', '15860066', '15201243', '15860098', '15201263']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5747183021662421
- 35 USC 102 Novelty (BERT): 0.5341019842144752
- Combined Prediction Score: 0.5706566703710655
- Mean Citation Score: 323.987662
- Max Citation Score: 360.08905
- Similarity Product: 215.31644278094768

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

Dataset: test