PATENT CLAIM ANALYSIS

Application Number: 15997745
Application Type: Utility
Filing Date: 2018-06
Publication Date: 2018-10
Patent Classification: ["379", "265030"]

Abstract:
A system includes one or more memory devices storing instructions, and one or more processors configured to execute the instructions to perform steps of a method for providing customer sentiment depiction. The system may receive customer information and session information and generate a customer sentiment estimate. The system may then receive an indication of a detected customer voice characteristic and generate an updated customer sentiment estimate that may be transmitted to a customer service terminal for display.

Claim (Index 5):
A system for providing customer sentiment depiction, comprising:\n one or more processors; and a memory in communication with the one or more processors and storing instructions that, when executed by the one or more processors, are configured to cause the system to:\n responsive to a customer call being made to an interactive voice response system, receive customer information; \n generate, based on the customer information, a customer sentiment estimate for display by a customer service terminal, the customer sentiment estimate being indicative of a sentiment of the customer engaging with the interactive voice response system; \n receive an indication of a detected customer voice characteristic; \n generate, based on the customer sentiment estimate and the indication of a detected customer voice characteristic, an updated customer sentiment estimate; \n automatically modify, based on the updated customer sentiment estimate and while the customer call is being made, a position of the customer call in a queue to speak to a customer service agent; and \n transmit, to the customer service terminal for display, the updated customer sentiment estimate.

Metadata:
- Claim Count in Document: 48.0
- Percentile: 94.0
- Lexical Diversity: 1.6875
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15664974', '15665960', '15908941', '12570229', '14848951']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5071480347208728
- 35 USC 102 Novelty (BERT): 0.5363034712410208
- Combined Prediction Score: 0.5100635783728875
- Mean Citation Score: 229.747618
- Max Citation Score: 394.26636
- Similarity Product: 384.8389398422456

Labels:
- Claim Label 101: 1
- Claim Label 102: 1
- Claim Label 103: 0
- Claim Label 112: 1
- Combined Label: 1
- Label 101 Adjusted: 1

Dataset: test