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 36):
The system for  claim 35 , wherein the retrieval system is a multi-site retrieval system configured to retrieve the data from the first social post on the first social media channel based on one or more automatic rules specified by the rules engine, wherein the one or more automatic rules used by the rules engine are configurable by the organization using the CRM system to find social posts that warrant creation of customer service responses from the organization, and wherein the social posts that warrant creation of the customer service responses are a subset of all posts on the first social media channel relating to the organization.

Metadata:
- Claim Count in Document: 62.0
- Percentile: 97.0
- Lexical Diversity: 2.41791
- Patent Class: 709.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['15883881', '14451632', '13594469', '14483941', '13861293']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.2798543753975019
- 35 USC 102 Novelty (BERT): 0.5586244289226697
- Combined Prediction Score: 0.3077313807500187
- Mean Citation Score: 285.9915680000001
- Max Citation Score: 431.27756
- Similarity Product: 352.2054556317902

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