PATENT CLAIM ANALYSIS

Application Number: 15982539
Application Type: Utility
Filing Date: 2018-05
Publication Date: 2018-09
Patent Classification: ["379", "265090"]

Abstract:
A method for managing outbound communications for a contact center includes: detecting, by a processor associated with the contact center, a trigger for transmitting outbound messages to a customer of the contact center, determining, by the processor, a notification strategy for the customer in response to the detected trigger, identifying, by the processor, a contact group designated for the customer, initiating, by the processor, first and second conversations with respectively first and second contacts in the contact group for transmitting first and second outbound communications according to the notification strategy, monitoring, by the processor, progress of the first and second conversations, and modifying, by the processor, a state of the second conversation with the second contact based on the progress of the first conversation with the first contact.

Claim (Index 14):
A system for managing outbound communications for a customer contact center, the system comprising:\n a processor; and memory storing instructions that, when executed on the processor, cause the processor to perform:\n receiving a notification request from an external source requesting the performance of an action by a customer; \n identifying a plurality of recipients associated with the customer; \n identifying a notification strategy associated with the customer, the notification strategy defining a plurality of conversations with the plurality of recipients that are parallel and co-dependent, each of the plurality of conversations comprising an ordered set of notifications separated in time and conducted across a plurality of communication channels to one of the plurality of recipients; \n conducting each one of the plurality of conversations by directing, to each one of the plurality of recipients, transmission of a corresponding ordered set of notifications according to the notification strategy; \n receiving an acknowledgment from an acknowledging recipient from among the plurality of recipients indicating the performance of the action; and \n in response to receiving the acknowledgment, terminating the plurality of conversations by ceasing remaining notifications of the plurality of conversations.

Metadata:
- Claim Count in Document: 44.0
- Percentile: 93.0
- Lexical Diversity: 3.0
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15250323', '14977331', '14678893', '15819960', '11336151']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.4797700113520955
- 35 USC 102 Novelty (BERT): 0.6040640099290998
- Combined Prediction Score: 0.492199411209796
- Mean Citation Score: 247.476826
- Max Citation Score: 528.8544
- Similarity Product: 523.5709361143113

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

Dataset: test