PATENT CLAIM ANALYSIS

Application Number: 15864415
Application Type: Utility
Filing Date: 2018-01
Publication Date: 2018-05
Patent Classification: ["379", "265030"]

Abstract:
A system, method, and computer program product for customer contact management via voice, chat, e-mail and social network contacts includes a balanced service process (BSP) that includes a plurality of cause or response codes for maximizing first contact resolution (FCR) and CSAT. The BSP is incorporated within a contact center (single center, multiple centers and/or work at home), which receives voice calls, SMS messages, email, chat, or social media communications from customers. The BSP in real-time determines dispositions of such contacts, monitors and manages the performance of individual resolvers.

Claim (Index 1):
A system for customer contact management, comprising:\n a customer contact environment comprising a database and a plurality of agents, wherein said contact environment is coupled to receive customer contacts from a network and present each of the customer contacts to one or more of said plurality of agents; a balanced service process, comprising:\n an agent survey for determining and managing real-time, intraday, and historical resolver disposition of contact (RDP) and agents' belief about customers' view on contact resolution and customer satisfaction; \n a customer survey for determining and managing real-time, intraday, and historical customer input/view on disposition of contact (CDP); \n wherein said process for aligning the agent and the customer on each contact comprises one or more of the following: \n a data generator for determining first contact resolution (FCR) rates and customer satisfaction (CSAT) from the results of said agent survey and said customer survey, wherein said results are stored in said database; \n a processor within said database for dynamically reporting issues driving contact volume; \n a processor within said database for determining every contact that was not resolved; \n a processor within said database for assigning a plurality of response codes each of which is indicative of an outcome of said agent survey and said customer survey for each of the contacts; and \n a closed loop channel within said database to define, report and correct actions and trending issues that impede FCR and CSAT.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 86.0
- Lexical Diversity: 1.49315
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['14487544', '13436482', '11559519', '11760021', '12604252']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.4890860005716597
- 35 USC 102 Novelty (BERT): 0.5193785799895372
- Combined Prediction Score: 0.4921152585134475
- Mean Citation Score: 196.792722
- Max Citation Score: 347.51346
- Similarity Product: 323.2905488184751

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