PATENT CLAIM ANALYSIS

Application Number: 15865142
Application Type: Utility
Filing Date: 2018-01
Publication Date: 2018-05
Patent Classification: ["379", "265110"]

Abstract:
A call handling platform receives a call placed by a caller to a calling number. The call handling platform computes an experience score for the caller using measurements of a subset of data points based on an interaction of the caller with an interactive voice response (IVR) module during the call. The experience score reflects a numerical measure of a level of satisfaction of the caller in interacting with the IVR module. The call handling platform compares the experience score to a predetermined threshold that indicates a minimum level of caller satisfaction, and determines that the experience score indicates that the caller has a lower level of satisfaction than the minimum level of satisfaction. Conditioned on this determination, the call handling platform routes the call to a human agent at a call center, along with enabling the agent to perceive a representation of the experience score.

Claim (Index 5):
The method of  claim 1 ,\n wherein measuring the first subset of data points comprises:\n analyzing, using a speech analysis module associated with the call handling platform, voice speech made by the first caller during the first call; and \n computing, by the call handling platform, the experience score for the first caller based on analysis of the voice speech made by the first caller, wherein the experience score for the first caller that is computed based on the analysis of the voice speech made by the first caller provides a numerical measure indicating an emotional state of the first caller during the first call.

Metadata:
- Claim Count in Document: 32.0
- Percentile: 86.0
- Lexical Diversity: 2.26087
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['14051937', '14051901', '14868335', '15094929', '14230792']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.6597677576413096
- 35 USC 102 Novelty (BERT): 0.5788875283467837
- Combined Prediction Score: 0.651679734711857
- Mean Citation Score: 457.455726
- Max Citation Score: 484.21136
- Similarity Product: 482.33549444789895

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

Dataset: test