PATENT CLAIM ANALYSIS

Application Number: 16193565
Application Type: Utility
Filing Date: 2018-11
Publication Date: 2019-03
Patent Classification: ["379", "265120"]

Abstract:
Techniques for handling contacts and agents in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for handling contacts and agents in a contact center system including determining a first caller grade for a first call, determining a first agent grade for a first agent, and matching the first caller and the first agent based on a comparison of the first caller grade with the first agent grade.

Claim (Index 15):
An article of manufacture for routing contacts to agents in a contact center system comprising:\n a non-transitory computer processor readable medium; and instructions stored on the medium; wherein the instructions are configured to be readable from the medium by at least one computer processor communicatively coupled to and configured to operate in the contact center system and thereby cause the at least one computer processor to operate so as to:\n determine a plurality of agents; \n determine a plurality of gradings of the plurality of agents, wherein each grading of the plurality of gradings grades each of the plurality of agents according to one of a plurality of optimal interaction types; \n receive weightings for the plurality of optimal interaction types; and \n match an available contact to an available agent of the plurality of agents based on a pattern matching algorithm according to the weightings for the plurality of optimal interaction types.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 98.0
- Lexical Diversity: 2.10256
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['12021251', '15010319', '13854825', '12202097', '12180382']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5400529480278753
- 35 USC 102 Novelty (BERT): 0.5073018902720174
- Combined Prediction Score: 0.5367778422522895
- Mean Citation Score: 349.94026599999995
- Max Citation Score: 363.00043
- Similarity Product: 318.0447134829372

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

Dataset: test