PATENT CLAIM ANALYSIS

Application Number: 15864415
Application Type: Utility
Filing Date: 2018-01
Publication Date: 2018-05
Patent Classification: ["379", "265030"]

Abstract:
A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.

Claim (Index 14):
The system according to  claim 13 , wherein said chat bot is coupled to said database to store data input through the chat bot by the customer and data output by the chat bot to the customer.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 86.0
- Lexical Diversity: 1.49315
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['14487544', '13436482', '11559519', '11760021', '12604252']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5200381738687919
- 35 USC 102 Novelty (BERT): 0.5280743691026824
- Combined Prediction Score: 0.520841793392181
- Mean Citation Score: 196.792722
- Max Citation Score: 347.51346
- Similarity Product: 205.62987223154067

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