PATENT CLAIM ANALYSIS

Application Number: 16155736
Application Type: Utility
Filing Date: 2018-10
Publication Date: 2019-02
Patent Classification: ["709", "206000"]

Abstract:
Methods and systems are provided for responding to social posts (SPs) on social media channels from a customer service (CS) application of a CRM system. Streams of data from the social media channels are processed to detect relevant SPs, and data from a first SP is identified/retrieved based on automatic rules that find relevant SPs that warrant creation of a CS case and a CS response. A first CS case is created based on the data from the first SP to create a record that includes social content information about the first SP and automatically link the first SP to the CRM system. The social content information includes a message from the first SP and an author of the first SP. The CS application causes the first CS case to be displayed, generates a first response to the first SP, and publishes a first social reply including the first response.

Claim (Index 35):
The system for  claim 34 , wherein the retrieval system is further configured to:\n retrieve data from a second social post on a second social media channel that is different from the first social media channel, wherein the second social post is identified by the retrieval system using one or more automatic rules that finds social posts that warrant another customer service response from the organization; and wherein the interface is further configured to receive the data from the second social post; wherein the parser is further configured to create a second customer service case based on the data from the second social post; and wherein the display is further configured to display the second customer service case; and wherein the processing system is further configured to execute code that, when executed by the processing system, is configured to:\n automatically pre-populate: a second response to the second social post in compliance with protocols associated with the second social media channel that allow the second response to be communicated via the second social media channel, wherein the protocols associated with the second social media channel are different from the protocols associated with the first social media channel.

Metadata:
- Claim Count in Document: 62.0
- Percentile: 97.0
- Lexical Diversity: 2.41791
- Patent Class: 709.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['15883881', '14451632', '13594469', '14483941', '13861293']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.2808405323545165
- 35 USC 102 Novelty (BERT): 0.5563813897248527
- Combined Prediction Score: 0.3083946180915501
- Mean Citation Score: 285.9915680000001
- Max Citation Score: 431.27756
- Similarity Product: 330.94958352909805

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