PATENT CLAIM ANALYSIS

Application Number: 16058044
Application Type: Utility
Filing Date: 2018-08
Publication Date: 2018-12
Patent Classification: ["709", "203000"]

Abstract:
A system for providing chat-based customer callbacks, wherein a callback application server transmits prompts and receives requests for customer callbacks, an interaction manager determines agent availability and arranges callback handling, and a session management server initiates callbacks, and methods for providing chat-based customer callbacks using the system of the invention.

Claim (Index 8):
A method for providing chat-based customer callbacks, comprising the steps of:\n transmitting, using a callback application server, an interactive prompt to a chat session, the interactive prompt comprising an option to request a callback; receiving a callback request from the chat session, the callback request comprising an indicia of when a callback should be made; determining, using an interaction manager, callback availability for agents in a contact center, the callback availability being based on the status of a current interaction queue at the contact center and the indicia of when a callback should be made; selecting an agent to be used for the callback, the agent being selected based on the determined availability; and performing a callback using a session management server at a specified time and using a specified agent.

Metadata:
- Claim Count in Document: 32.0
- Percentile: 96.0
- Lexical Diversity: 1.57143
- Patent Class: 709.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['16038133', '13659902', '14178589', '15271168', '14860673']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.2864551753474471
- 35 USC 102 Novelty (BERT): 0.4947326341575235
- Combined Prediction Score: 0.3072829212284548
- Mean Citation Score: 237.41472400000004
- Max Citation Score: 264.1966
- Similarity Product: 200.0423279629469

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

Dataset: test