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 1):
A system for contact information integration with a third party Internet search engine search results, comprising:\n a callback cloud comprising a plurality of server computers configured to generate callbacks to the plurality of agents; a queue manager, comprising at least a plurality of software programming instructions stored in a memory of, and operating on a processor of, a network-connected computing device configured to connect to and communicate with the callback cloud; wherein the callback cloud receives a request for agent availability information from a third party Internet search engine; wherein the queue manager monitors agent availability across the plurality of contact centers based at least in part on observed agent activity; wherein the callback cloud queries at least a first contact center for agent availability and estimated wait time for handling the customer interaction; wherein the queue manager provides agent availability information to the callback cloud, and determines an estimated wait time based at least in part on agent availability, and provides the estimated wait time to the callback cloud; wherein the callback cloud provides a status update to the third party Internet search engine, the status update being based at least in part on agent availability information received from the queue manager; and further wherein, when a third party Internet search engine user initiates a callback request from within a search query result, the third party Internet search engine sends a request to the callback cloud and the callback cloud initiates a callback to the party when an agent is available and bridges the callback to the available 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): 0.4938385302276369
- 35 USC 102 Novelty (BERT): 0.5519530871004485
- Combined Prediction Score: 0.4996499859149181
- Mean Citation Score: 289.9771580000001
- Max Citation Score: 416.50104
- Similarity Product: 394.34914006616594

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