PATENT CLAIM ANALYSIS

Application Number: 16114511
Application Type: Utility
Filing Date: 2018-08
Publication Date: 2018-12
Patent Classification: ["379", "265020"]

Abstract:
Techniques for benchmarking pairing strategies in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for benchmarking pairing strategies in a contact center system including determining results for a first plurality of contact-agent interactions, determining results for a second plurality of contact-agent interactions, and determining combined results across the first and second pluralities of contact-agent interactions corrected for a Yule-Simpson effect.

Claim (Index 17):
An article of manufacture for benchmarking pairing strategies in a contact center system comprising:\n a non-transitory computer processor readable medium; and instructions stored on the medium; wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the contact center system and thereby cause the at least one computer processor to operate further so as to:\n determine a first benchmark for a first pairing strategy and a second pairing strategy, wherein the first benchmark is uncorrected for a Yule-Simpson effect; \n determine a second benchmark for the first and second pairing strategies, wherein the second benchmark is corrected for the Yule-Simpson effect; \n output an amount of relative performance difference between the first and second benchmarks attributable to the Yule-Simpson effect, wherein the amount of relative performance difference demonstrates that optimizing performance of the contact center system may be realized after correcting for the Yule-Simpson effect.

Metadata:
- Claim Count in Document: 6.0
- Percentile: 96.0
- Lexical Diversity: 1.82927
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15633162', '15251591', '15807215', '15221698', '15691163']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5383490101564641
- 35 USC 102 Novelty (BERT): 0.5588720440854249
- Combined Prediction Score: 0.5404013135493602
- Mean Citation Score: 354.502882
- Max Citation Score: 445.3935
- Similarity Product: 385.66882442960144

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