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 1):
A system for providing chat-based customer callbacks, comprising:\n a callback application server comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and operating on the processor, wherein the programming instructions, when operating on the processor, cause the processor to:\n transmit an interactive prompt to a chat session, the prompt comprising an option for a user to request a callback; \n receive a callback request from the chat session, the callback request comprising at least an indicia of a specific callback provider from whom a callback is requested, the callback request further comprising an indicia of when a callback should be made; and \n direct the callback request to an interaction manager; and \n an interaction manager comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and operating on the processor, wherein the programming instructions, when operating on the processor, cause the processor to:\n determine 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; \n select an agent to be used for the callback, the agent being selected based on the determined availability; and \n direct a session management server to initiate a callback; and \n a session management server comprising at least a processor, a memory, and a plurality of programming instructions stored in the memory and operating on the processor, wherein the programming instructions, when operating on the processor, cause the processor to:\n perform a callback 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): 0.2855618563329727
- 35 USC 102 Novelty (BERT): 0.5000123373613493
- Combined Prediction Score: 0.3070069044358103
- Mean Citation Score: 237.41472400000004
- Max Citation Score: 264.1966
- Similarity Product: 183.37338587992195

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