PATENT CLAIM ANALYSIS

Application Number: 16151362
Application Type: Utility
Filing Date: 2018-10
Publication Date: 2019-01
Patent Classification: ["379", "265090"]

Abstract:
According to one embodiment, a method for automating an interaction between a user and a contact center includes: receiving, by a processor, a natural language inquiry from the user; identifying, by the processor, a user intent from the natural language inquiry using a natural language processing module; loading, by the processor, a script corresponding to the user intent, the script comprising a plurality of fields of information associated with the user intent; filling at least one of the fields of information of the script based on a stored user profile; and supplying the filled fields of information to the contact center in accordance with the script. Some embodiments of the present invention relate to systems and methods for augmenting interactions between the user and the contact center.

Claim (Index 10):
The method of  claim 1 , further comprising displaying one or more recommended actions to the user,\n wherein the one or more recommended actions are automatically extracted from a plurality of historical interactions between users and the contact center by: identifying a plurality of interactions having a same user intent; identifying successful and unsuccessful interactions from among the plurality of interactions having the same user intent; identifying characteristics of successful interactions; and generating recommendations based on the identified characteristics of successful interactions.

Metadata:
- Claim Count in Document: 56.0
- Percentile: 97.0
- Lexical Diversity: 2.25397
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['10406511', '15713342', '14919675', '14451322', '15253784']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5025173093778703
- 35 USC 102 Novelty (BERT): 0.4789818815603157
- Combined Prediction Score: 0.5001637665961148
- Mean Citation Score: 171.76915200000005
- Max Citation Score: 181.39107
- Similarity Product: 120.89404016601384

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