PATENT CLAIM ANALYSIS

Application Number: 15889981
Application Type: Utility
Filing Date: 2018-02
Publication Date: 2019-08
Patent Classification: ["379", "265120"]

Abstract:
The technology disclosed herein enables agent selection based on a likelihood that a received communication will change modes. In a particular embodiment, a method provides receiving a communication in a first mode directed to the contact center from a first user system operated by a first user. The method further provides determining a first likelihood that, at a time after the communication is established with an agent system, the communication will change from the first mode to a second mode. Responsive to the first likelihood satisfying a threshold likelihood, the method provides identifying a first agent of the plurality of agents for handling the communication based on the first mode and the second mode and establishing the communication in the first mode between the first user system and a first agent system operated by the first agent.

Claim (Index 8):
The method of  claim 7 , further comprising:\n reserving a communication channel for the second mode at the first agent system.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 88.0
- Lexical Diversity: 2.41667
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15886697', '15211955', '15844010', '15476621', '14450190']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5151479950030449
- 35 USC 102 Novelty (BERT): 0.4865448454649155
- Combined Prediction Score: 0.512287680049232
- Mean Citation Score: 193.405122
- Max Citation Score: 209.15723
- Similarity Product: 137.55647725857793

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