PATENT CLAIM ANALYSIS

Application Number: 16363826
Application Type: Utility
Filing Date: 2019-03
Publication Date: 2019-07
Patent Classification: ["379", "265130"]

Abstract:
Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.

Claim (Index 3):
The method of  claim 1 , further comprising:\n determining, by the at least one computer processor, an expected frequency for each contact type of the plurality of contact types, wherein the pairing model is further based on the expected frequency for each contact type.

Metadata:
- Claim Count in Document: 65.0
- Percentile: 99.0
- Lexical Diversity: 2.5
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15918442', '15582223', '15918469', '15691106', '15785952']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.6290712512158945
- 35 USC 102 Novelty (BERT): 0.5430297819127954
- Combined Prediction Score: 0.6204671042855845
- Mean Citation Score: 387.271228
- Max Citation Score: 414.30118
- Similarity Product: 336.55693590380434

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