PATENT CLAIM ANALYSIS

Application Number: 15964259
Application Type: Utility
Filing Date: 2018-04
Publication Date: 2018-08
Patent Classification: ["379", "265130"]

Abstract:
A customer contact system receives a customer inquiry from a customer. Availability of different types of resources for handling the customer inquiry is used to calculate a ranking for the different types of resources for handling the customer inquiry. A type of resource with the highest rank is offered to the customer in order to resolve the customer inquiry.

Claim (Index 1):
A method of providing a communication service, comprising:\n receiving, at a communication channel of a customer contact system, a customer inquiry of a customer, the customer contact system being accessible from a plurality of communication channels; retrieving, by a processor of the customer contact system, a profile of the customer; calculating, by the processor, availability of different communication channels for handling the customer inquiry; ranking using a predictive model, by the processor in response to the receiving, the retrieving and the calculating, the different communication channels for handling the customer inquiry based on the profile of the customer, and the availability of the different communication channels; offering a communication channel with highest rank for selection by the customer, among ranked communication channels, for resolving the customer inquiry; receiving a selection of a communication channel among the ranked communication channels; determining, after a communication via a selected communication channel is terminated, whether the selection by the customer matched the predictive model, and updating the predictive model based on the determining, wherein the predictive model provides variable results for different customers and different inquiries.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 91.0
- Lexical Diversity: 2.0
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['14835246', '13782522', '15201243', '15476621', '14282071']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.4415445350909077
- 35 USC 102 Novelty (BERT): 0.5122688290410543
- Combined Prediction Score: 0.4486169644859224
- Mean Citation Score: 172.35105
- Max Citation Score: 328.62445
- Similarity Product: 320.3863796725005

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