PATENT CLAIM ANALYSIS

Application Number: 16155736
Application Type: Utility
Filing Date: 2018-10
Publication Date: 2019-02
Patent Classification: ["709", "206000"]

Abstract:
Methods and systems are provided for responding to social posts (SPs) on social media channels from a customer service (CS) application of a CRM system. Streams of data from the social media channels are processed to detect relevant SPs, and data from a first SP is identified/retrieved based on automatic rules that find relevant SPs that warrant creation of a CS case and a CS response. A first CS case is created based on the data from the first SP to create a record that includes social content information about the first SP and automatically link the first SP to the CRM system. The social content information includes a message from the first SP and an author of the first SP. The CS application causes the first CS case to be displayed, generates a first response to the first SP, and publishes a first social reply including the first response.

Claim (Index 22):
A method of responding, from a customer service application of a Customer Relationship Management (CRM) system of an organization, to social posts on a plurality of social media channels, the method comprising:\n processing streams of data from the plurality of social media channels to detect relevant social posts that are likely to correspond to customer service cases; retrieving, via a retrieval system based on one or more rules specified by a rules engine, data from a first social post on a first social media channel, wherein the first social post is identified by the retrieval system using one or more rules that finds relevant social posts that relate to a topic specified by the rules and warrant creation of a customer service case and a customer service response from the organization; receiving, at an interface of the CRM system, the data from the first social post; creating, via a parser of the CRM system, a first customer service case based on the data from the first social post to create a record that includes social content information about the first social post and automatically links the first social post to the CRM system, wherein the social content information includes a posted message from the first social post and an author of the first social post; causing the first customer service case to be displayed via the customer service application; generating, from within the customer service application, a first response to the first social post; and publishing, from within the customer service application, a first social reply including the first response to respond to the first social post via the first social media channel.

Metadata:
- Claim Count in Document: 62.0
- Percentile: 97.0
- Lexical Diversity: 2.41791
- Patent Class: 709.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15883881', '14451632', '13594469', '14483941', '13861293']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.2551362055613869
- 35 USC 102 Novelty (BERT): 0.5597228304819579
- Combined Prediction Score: 0.285594868053444
- Mean Citation Score: 285.9915680000001
- Max Citation Score: 431.27756
- Similarity Product: 384.1096873186374

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