PATENT CLAIM ANALYSIS

Application Number: 15968581
Application Type: Utility
Filing Date: 2018-05
Publication Date: 2018-08
Patent Classification: ["379", "265120"]

Abstract:
In a method for managing customer interactions for a customer contact center, the method includes: receiving, by a processor, information on an interaction to be routed; identifying, by the processor, a context associated with the interaction; receiving, by the processor, first proximity information relating to a proximity between an electronic device and a first proximity device; adjusting, by the processor, a proficiency level of an agent corresponding to the context associated with the interaction to a first value in response to the receiving of the first proximity information; determining, by the processor, whether or not the agent is qualified to handle the interaction based on the proficiency level; and transmitting, by the processor, a message for routing the interaction to the agent in response to determining the agent is qualified to handle the interaction based on the proficiency level.

Claim (Index 15):
The system of  claim 11 , wherein the proficiency level is based on an environment at a location of the agent.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 93.0
- Lexical Diversity: 2.83929
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['14588403', '14588407', '14068959', '15890293', '15268513']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.573248825432639
- 35 USC 102 Novelty (BERT): 0.5146754743827585
- Combined Prediction Score: 0.567391490327651
- Mean Citation Score: 270.820358
- Max Citation Score: 334.47507
- Similarity Product: 296.35947793567664

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

Dataset: test