PATENT CLAIM ANALYSIS

Application Number: 15968619
Application Type: Utility
Filing Date: 2018-05
Publication Date: 2018-09
Patent Classification: ["379", "265090"]

Abstract:
A method, system and computer program product for utilizing a caller wait time. When the caller's estimated wait time exceeds a threshold amount of time, an interactive voice response (IVR) system retrieves information (e.g., caller's previous purchases) about the caller. The IVR system then initiates a dialog with the caller to determine their experience with a product or service by prompting the caller with questions derived from the retrieved information. After recording the responses by the caller to the questions, the IVR system generates social media content based on the caller's responses. The IVR system then converts the text of the generated social media content to an audible version, which is provided to the caller to approve the posting of the social media content. The social media content is posted on a social media stream in response to the caller approving the posting of the social media content.

Claim (Index 1):
A method for utilizing a caller wait time, the method comprising:\n detecting an incoming call by a caller; identifying said caller based on a phone number of said incoming call; determining an estimated wait time when said caller is placed on hold based on a number of callers placed in queue, a number of service representatives to assist callers and/or an average amount of time previous callers have waited to be serviced; retrieving information about said caller in response to said estimated wait time exceeding a threshold amount of time; initiating a dialog with said caller to determine their experience with a product or service by prompting said caller with questions derived from said retrieved information; recording responses by said caller to said questions; generating social media content based on said caller's responses to said questions; providing said caller an audible version of said social media content; and posting said social media content on a social media stream in response to said caller approving said posting of said social media content after listening to said audible version of said social media content.

Metadata:
- Claim Count in Document: 1.0
- Percentile: 93.0
- Lexical Diversity: 2.18421
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15431259', '14448365', '11586165', '13942157', '14951196']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5187922379802482
- 35 USC 102 Novelty (BERT): 0.5484133388289283
- Combined Prediction Score: 0.5217543480651162
- Mean Citation Score: 240.39182400000004
- Max Citation Score: 417.87195
- Similarity Product: 393.21969039938455

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

Dataset: test