PATENT CLAIM ANALYSIS

Application Number: 16189536
Application Type: Utility
Filing Date: 2018-11
Publication Date: 2019-06
Patent Classification: ["705", "304000"]

Abstract:
An intent classifier may be used to increase the efficiency of a communications system. A company may provide assistance to a first user using automated processing or by a second user manually responding to the first user. To reduce costs, the company may prefer to use automated processing for assistance where it is available. While a second user is assisting a user, a message from the first user may be processed with an intent classifier to determine that automated support is available to assist the first user, and a suggestion may be presented to the second user to transfer the first user to the automated processing, such as by presenting a button to the second user to transfer the first user to the automated processing. The second user may then transfer the first user to the automated processing and assist other users.

Claim (Index 9):
A system for providing customer support, the system comprising:\n at least one server comprising at least one processor and at least one memory, the at least one server configured to:\n establish a communications session with a first user, wherein the communications session includes a first network connection between a first device of the first user and a first server; \n receive at the first server via the first network connection, first text from the first user requesting assistance; \n transmit, by the first server, the first text to a second device of a second user, wherein the second user is assisting the first user and wherein the first text is transmitted via a second network connection between a second server and the second device of the second user; \n process the first text with an intent classifier to compute a score for each intent of a plurality of possible intents; \n select a first intent from the plurality of possible intents using the scores, wherein the first intent relates to the assistance requested by the first user; \n determine, using the first intent, that automated processing is available to assist the first user with the assistance requested by the first user; \n transmit a suggestion to the second user to transfer the first user to the automated processing for the assistance requested by the first user; \n receive a communication from the second user to transfer the first user to the automated processing; \n assist the first user with the automated processing using the first network connection.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 98.0
- Lexical Diversity: 2.39683
- Patent Class: 705.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['16110742', '15638543', '15254101', '15254061', '15254041']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.0906799507183257
- 35 USC 102 Novelty (BERT): 0.4891237536062225
- Combined Prediction Score: 0.1305243310071154
- Mean Citation Score: 201.890664
- Max Citation Score: 227.25546
- Similarity Product: 180.01080002883197

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