PATENT CLAIM ANALYSIS

Application Number: 15894939
Application Type: Utility
Filing Date: 2018-02
Publication Date: 2019-08
Patent Classification: ["379", "265060"]

Abstract:
A system and method for comprehensive automated call center customer/agent interaction monitoring and service level agreement (SLA) compliance. The system reduces a massive volume of call center activity into readable data points and SLA metrics for measuring agent and overall call center performance levels. The system allows for the scaling up of the SLA compliance process, which is currently done manually by quality assurance personnel for a limited sample set. With the system, customer calls are computationally sampled for speaker diarization and voice isolation, speech emotion recognition, unique salient feature extraction, reference pattern template matching, and automatic speech recognition. The system is adaptively programmable for recognizing and predicting SLA metrics such as: customer satisfaction, issue resolution, appropriate agent greeting and identification, customer understanding, acknowledgment, abandonment, sales attempts, and customer retention, etc. Rating scores are assigned to SLA metrics by intelligent speech emotion pattern recognition and machine learning algorithm. The system provides for cost-effective SLA metrics and quality assurance at scale, with agent performance statistics, customer satisfaction data, and additional insights, via system generated reports and live activity streams.

Claim (Index 19):
The system for automatically monitoring service level agreement (SLA) compliance in call centers of  claim 15 , wherein the SLA performance metrics are provided on a live streaming basis, or are searchable for a given agent, customer, time period, or specific compliance metric data point.

Metadata:
- Claim Count in Document: 36.0
- Percentile: 88.0
- Lexical Diversity: 1.74576
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['15795069', '15713283', '10484107', '13098504', '11359356']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5686461072248581
- 35 USC 102 Novelty (BERT): 0.4967686784695154
- Combined Prediction Score: 0.5614583643493238
- Mean Citation Score: 218.629294
- Max Citation Score: 230.206
- Similarity Product: 142.5801342909336

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