PATENT CLAIM ANALYSIS

Application Number: 15918469
Application Type: Utility
Filing Date: 2018-03
Publication Date: 2018-11
Patent Classification: ["379", "265130"]

Abstract:
Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents available for connection to a contact; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.

Claim (Index 9):
A system for behavioral pairing in a contact center system comprising:\n at least one computer processor communicatively coupled to and configured to operate in the contact center system, wherein the at least one computer processor is further configured to:\n determine a plurality of agents available for connection to a contact; \n determine a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents; \n select one of the plurality of preferred contact-agent pairings according to a probabilistic model; and \n select one of the plurality of preferred contact-agent pairings according to a probabilistic network flow model that is constrained by agent skills and contact skill needs, wherein the probabilistic network flow model is adjusted to minimize agent utilization imbalance according to the constraints of the agent skills and the contact skill needs; and \n output the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.

Metadata:
- Claim Count in Document: 38.0
- Percentile: 90.0
- Lexical Diversity: 2.64286
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15918442', '15582223', '15691106', '15785952', '15785946']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.6130332681965353
- 35 USC 102 Novelty (BERT): 0.5666845642749317
- Combined Prediction Score: 0.6083983978043749
- Mean Citation Score: 387.571838
- Max Citation Score: 466.34213
- Similarity Product: 450.91795909087006

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