PATENT CLAIM ANALYSIS

Application Number: 15864415
Application Type: Utility
Filing Date: 2018-01
Publication Date: 2018-05
Patent Classification: ["379", "265030"]

Abstract:
A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.

Claim (Index 18):
The system according to  claim 16 , wherein said calibrated bot may prompt each said agent.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 86.0
- Lexical Diversity: 1.49315
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['14487544', '13436482', '11559519', '11760021', '12604252']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5196079009255229
- 35 USC 102 Novelty (BERT): 0.5258572308708592
- Combined Prediction Score: 0.5202328339200566
- Mean Citation Score: 196.792722
- Max Citation Score: 347.51346
- Similarity Product: 246.3965683287836

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