PATENT CLAIM ANALYSIS

Application Number: 16038133
Application Type: Utility
Filing Date: 2018-07
Publication Date: 2019-02
Patent Classification: ["379", "265110"]

Abstract:
A system for providing integrated contact information with search results, comprising a plurality of contact centers, each comprising at least a plurality of contact agents; a callback cloud, comprising at least a plurality of contact agents; a queue manager, comprising at least a software components operating and stored on a computing device; wherein the contact agents receive and respond to customer interactions; further wherein the queue manager monitors contact agent availability; further wherein the queue manager receives interaction requests; and further wherein the queue manager provides queue information to interaction requestors.

Claim (Index 7):
The method of  claim 6 , further comprising the steps of:\n using the indicia of estimated wait time to schedule an interaction request with a callback cloud; sending a first scheduled interaction request to the queue manager; routing, by the queue manager, the first scheduled interaction request to a contact center according to availability information based at least in part on observed agent availability; receiving the scheduled interaction request at a device associated with a first contact center agent; and initiating a callback from the callback cloud at the scheduled time and bridging the callback to the first contact center agent.

Metadata:
- Claim Count in Document: 13.0
- Percentile: 95.0
- Lexical Diversity: 2.04
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['14178589', '14073764', '15798394', '15169681', '14860673']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.4933690287013513
- 35 USC 102 Novelty (BERT): 0.5527167393420472
- Combined Prediction Score: 0.4993037997654209
- Mean Citation Score: 289.9771580000001
- Max Citation Score: 416.50104
- Similarity Product: 403.6322495459175

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