PATENT CLAIM ANALYSIS

Application Number: 15908941
Application Type: Utility
Filing Date: 2018-03
Publication Date: 2018-07
Patent Classification: ["704", "270100"]

Abstract:
The invention relates to a customer interaction management system that comprises a memory that stores customer profile data and customer interaction data; a voice response input that receives a voice pattern from a customer; and a computer processor, coupled to the memory and the voice response input, programmed to: retrieve customer voice data from a current customer interaction via a voice channel; retrieve data from one or more other interactions via one or more other channels; compare customer voice data to a customer baseline, where the customer baseline is developed from one or more prior customer interactions; generate, using a speech analytics engine, a customer score that indicates customer sentiment based on the customer voice data and data from one or more other interactions; during the current customer interaction, update the customer score based on customer progress data; and develop one or more actions, in response to the customer score.

Claim (Index 27):
The system of  claim 21 , wherein the one or more actions comprises involving a supervisor to participate in the customer interaction.

Metadata:
- Claim Count in Document: 59.0
- Percentile: 90.0
- Lexical Diversity: 2.63492
- Patent Class: 704.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['14049152', '11731497', '14822827', '14848951', '11483165']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.2809352263627838
- 35 USC 102 Novelty (BERT): 0.503075272056536
- Combined Prediction Score: 0.303149230932159
- Mean Citation Score: 198.994462
- Max Citation Score: 207.69885
- Similarity Product: 132.31229366037547

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