PATENT CLAIM ANALYSIS

Application Number: 16155736
Application Type: Utility
Filing Date: 2018-10
Publication Date: 2019-02
Patent Classification: ["709", "206000"]

Abstract:
Methods and systems are provided for responding to social posts (SPs) on social media channels from a customer service (CS) application of a CRM system. Streams of data from the social media channels are processed to detect relevant SPs, and data from a first SP is identified/retrieved based on automatic rules that find relevant SPs that warrant creation of a CS case and a CS response. A first CS case is created based on the data from the first SP to create a record that includes social content information about the first SP and automatically link the first SP to the CRM system. The social content information includes a message from the first SP and an author of the first SP. The CS application causes the first CS case to be displayed, generates a first response to the first SP, and publishes a first social reply including the first response.

Claim (Index 42):
A computing system comprising one or more processors and a memory, wherein the memory comprises computer-executable instructions that are capable of execution by the one or more processors, and that when executed by the one or more processors, cause the computing system to:\n process, at a retrieval system, streams of data from a plurality of social media channels to detect relevant social posts that are likely to correspond to customer service cases; retrieve, via the retrieval system based on one or more automatic rules specified by a rules engine, data from a first social post on a first social media channel, wherein the first social post is identified by the retrieval system using one or more automatic rules that finds relevant social posts that relate to a topic specified by the automatic rules and warrant creation of a customer service case and a customer service response from an organization; receive, from a retrieval system, data retrieved from the first social post on the first social media channel; parse the data from the first social post to create a first customer service case based on the data from the first social post to create a record that includes social content information about the first social post and automatically links the first social post to a Customer Relationship Management (CRM) system of the organization, wherein the social content information includes a posted message from the first social post and an author of the first social post; cause the first customer service case to be displayed via a customer service application; generate, from within the customer service application, a first response to the first social post; and publish, from within the customer service application, a first social reply including the first response to respond to the first social post via the first social media channel.

Metadata:
- Claim Count in Document: 62.0
- Percentile: 97.0
- Lexical Diversity: 2.41791
- Patent Class: 709.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15883881', '14451632', '13594469', '14483941', '13861293']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.2574087485265928
- 35 USC 102 Novelty (BERT): 0.5542501551158683
- Combined Prediction Score: 0.2870928891855204
- Mean Citation Score: 285.9915680000001
- Max Citation Score: 431.27756
- Similarity Product: 332.26090543678043

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

Dataset: test