PATENT CLAIM ANALYSIS

Application Number: 16049900
Application Type: Utility
Filing Date: 2018-07
Publication Date: 2020-02
Patent Classification: ["null", "null"]

Abstract:
Managing redundant multi-channel interactions in a contact center includes determining that the contact center has received a first contact and a second contact via respective channels, the second contact being received while the first contact is on-going. Managing also includes identifying that the first contact and the second contact are redundant and inquiring of the customer as to whether to proceed with the first contact or the second contact. In response to the inquiry, receiving a response from the customer. Furthermore continuing with one of the first contact or the second contact based on the response, each of the first contact and the second contact associated with a respective wait queue; and routing the one of the first contact or the second contact to a device associated with an agent of the contact center, when the one of the first contact or the second contact reaches a top of its associated wait queue.

Claim (Index 6):
The computer-implemented method of  claim 5 , wherein the response comprises one of: consent, selection of the contact other than the preferred contact, or no reply, and wherein:\n when the response comprises consent, continuing with the preferred contact; when the response comprises selection of the contact other than the preferred contact, continuing with the contact other than the preferred contact; and when the response comprises no reply, continuing with the preferred contact.

Metadata:
- Claim Count in Document: 62.0
- Percentile: 95.0
- Lexical Diversity: 2.65574
- Patent Class: nan
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['13407536', '13928575', '13163669', '14673515', '14302779']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.528532917002832
- 35 USC 102 Novelty (BERT): 0.5104435533605306
- Combined Prediction Score: 0.5267239806386019
- Mean Citation Score: 174.64154399999995
- Max Citation Score: 204.21284
- Similarity Product: 110.13020032817364

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

Dataset: test