PATENT CLAIM ANALYSIS

Application Number: 16389745
Application Type: Utility
Filing Date: 2019-04
Publication Date: 2019-08
Patent Classification: ["379", "265070"]

Abstract:
A method for automated quality management of agents of a contact center includes: selecting, by a processor, a topic for interacting with a human agent of the contact center; identifying, by the processor, a dialog tree associated with the selected topic; and engaging, by the processor, in an automated communication session with the human agent based on the identified dialog tree, wherein the engaging of the automated communication session includes: receiving, by the processor, an agent input; identifying, by the processor, a current node of the dialog tree associated with the agent input; selecting, by the processor, an automated phrase to be output in response to identifying the current node; and outputting, by the processor, the automated phrase.

Claim (Index 40):
The system of  claim 31 , wherein the instructions that cause the processor to invoke the action include instructions that cause the processor to trigger a reward or promotion for the human agent.

Metadata:
- Claim Count in Document: 59.0
- Percentile: 100.0
- Lexical Diversity: 2.82
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['15677927', '14919673', '15840295', '15178503', '15149031']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5442902579048434
- 35 USC 102 Novelty (BERT): 0.5465431539741633
- Combined Prediction Score: 0.5445155475117754
- Mean Citation Score: 320.279304
- Max Citation Score: 477.20197
- Similarity Product: 244.73458828762173

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