PATENT CLAIM ANALYSIS

Application Number: 16026891
Application Type: Utility
Filing Date: 2018-07
Publication Date: 2019-05
Patent Classification: ["379", "265070"]

Abstract:
A system and method for monitoring behavior of voice agents in a simulated environment of voice-based call center to route a call. It includes a set of models and wearable devices to estimate and analyze cognitive load and emotional state of a voice agent which are obtained using wearable devices in the real time. It collects physiological signals from the voice agents and analyze them along with skill-set profiles of the voice agent to identify best suited voice agent based on agent-customer matching score obtained using skill-set profile analysis, cognitive load and a predicted emotive state of the voice agent. It may assist the voice agent in call if the cognitive load of the voice agent raises beyond predefined threshold using brain computer interfacing.

Claim (Index 9):
A system for monitoring behavior of one or more voice agents in a simulated environment of voice-based call center to route a telephonic communication, wherein the system comprising:\n a memory with a plurality of instructions; a plurality of wearable devices, wherein the wearable devices includes EEG, sweat sensor, speech and body analyzer, heart beat analyzer etc.; a plurality of interfacing module; a processors communicatively coupled with memory, wherein the processors is configured to execute one or more steps of:\n receiving, at a receiver module, one or more requests from one or more customers to have a telephonic communication to an voice agent; \n collecting, at a collection module, one or more physiological signals from the one or more voice agents in the simulated environment of voice-based call center using wearable devices; \n analyzing skill-set profile of each voice agent using static skill-set model and dynamic skill-set model, wherein the static skill-set model provides the static skill-set profile of the voice agent and the dynamic skill-set model represents the dynamic skill-set profile of the voice agent; \n assessing, an assessment module, cognitive load of each voice agent of the one or more voice agents in the simulated environment of voice-based call center using cognitive load analysis model, wherein the physiological signals collected from each voice agent is analyzed; \n analyzing, emotive state analysis module, emotive state of each voice agent based on the voice agents physiological signal of the one or more voice agents in the simulated environment of voice-based call center using emotion prediction model; and \n identifying, an identifier module, at-least one voice agent of the one or more voice agents based on an agent-customer matching score obtained using skill-set profile analysis, cognitive load and a predicted emotive state of the at least one voice agent.

Metadata:
- Claim Count in Document: 3.0
- Percentile: 95.0
- Lexical Diversity: 1.79167
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: True
- Related Applications: ['10180763', '14485596', '13866793', '14887297', '14887276']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5157871824786103
- 35 USC 102 Novelty (BERT): 0.4718845277330371
- Combined Prediction Score: 0.511396917004053
- Mean Citation Score: 186.872536
- Max Citation Score: 188.43092
- Similarity Product: 136.78309320949074

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

Dataset: test