PATENT CLAIM ANALYSIS

Application Number: 16351603
Application Type: Utility
Filing Date: 2019-03
Publication Date: 2019-07
Patent Classification: ["379", "266060"]

Abstract:
System and method to calculate expected waiting time of a caller to a calling center, the method including: monitoring, by a monitor circuit, a content of a present communication session; estimating a point of progress of the monitored communication session; comparing the point of progress to a historical statistic; calculating, by a processor, a projection of a duration of a remainder of the present communication session; and providing, by a communication circuit, an expected waiting time (EWT) based upon the projection of the duration of the remainder of the present communication session. Embodiments may include a speech search process to record call progress. The speech search process may inform, diagnose or monitor a call. The speech search process may inform a supervisor of progress, to take action if necessary. The speech search process may dynamically trigger other processes and construct profiles based upon historical data.

Claim (Index 10):
The method of  claim 1 , wherein the plurality of required statements comprise a plurality of first required statements that are provided by the contact to a contact center resource, the method further comprising:\n determining, by the processor, a number of the first required statements that have been detected; and dynamically updating, by the processor, the EWT based on a number of the first required statements that are remaining.

Metadata:
- Claim Count in Document: 4.0
- Percentile: 99.0
- Lexical Diversity: 2.37143
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['14302779', '13928575', '14050648', '16228861', '14469627']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.4483539982209187
- 35 USC 102 Novelty (BERT): 0.5123424813823153
- Combined Prediction Score: 0.4547528465370584
- Mean Citation Score: 180.819554
- Max Citation Score: 294.30865
- Similarity Product: 204.49383033736945

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