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 12):
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 receive customer information and session information; \n generate, based on the customer information and session information, a first customer sentiment estimate for display by a customer service terminal, the customer sentiment estimate being indicative of a sentiment of a customer engaging with a customer service system; \n receive an indication of a detected customer action or customer voice characteristic; \n generate, based on the indication of the detected customer action or customer voice characteristic, a second customer sentiment estimate for display by the customer service terminal, the second customer sentiment estimate representing an update to the first customer sentiment estimate; \n automatically route, based on an accent of the customer determined from the customer voice characteristic, a customer call to a particular customer service agent or to a particular group of customer service agents; and \n output for display, to the customer service terminal of the particular customer service agent or the particular group of customer service agents, an indication of the second 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): 0.5072400884867266
- 35 USC 102 Novelty (BERT): 0.5362006459053309
- Combined Prediction Score: 0.510136144228587
- Mean Citation Score: 229.747618
- Max Citation Score: 394.26636
- Similarity Product: 382.4917257214309

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