PATENT CLAIM ANALYSIS

Application Number: 15980995
Application Type: Utility
Filing Date: 2018-05
Publication Date: 2018-09
Patent Classification: ["348", "014110"]

Abstract:
Technologies for monitoring interactions between customers and agents include an interaction management computing device communicatively coupling a customer computing device and an agent computing device to facilitate a support call interaction. The interaction management computing device is configured to receive a video call from a customer and perform a facial recognition analysis of the customer based on images of the customer received with the video call. Additionally, the interaction management computing device is configured to determine a probable emotional state of the customer as a function of the facial recognition analysis of the customer and insert the video call into a service queue as a function of the probable emotional state of the customer. Additional embodiments are described herein.

Claim (Index 15):
The interaction management computing device of  claim 11 , wherein the one or more processors are further configured to execute the instructions to retrieve a customer interaction profile of the customer, wherein to determine whether to transfer the video call to the agent is further determined as a function of the historical information included in the customer interaction profile of the customer.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 93.0
- Lexical Diversity: 2.13793
- Patent Class: 348.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['15612919', '15727480', '15589520', '15634518', '15162144']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.6564317280534692
- 35 USC 102 Novelty (BERT): 0.5952112926115075
- Combined Prediction Score: 0.650309684509273
- Mean Citation Score: 274.708788
- Max Citation Score: 517.83545
- Similarity Product: 452.6404450858236

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

Dataset: test