PATENT CLAIM ANALYSIS

Application Number: 15922473
Application Type: Utility
Filing Date: 2018-03
Publication Date: 2018-07
Patent Classification: ["379", "265110"]

Abstract:
The methods, apparatus, and systems described herein are designed to route customer communications to the best agent or best available agent. The methods include identifying origination data for a customer contacting a contact center with a customer task, determining a predicted personality type of the customer based on the identified origination data and a customer profile, providing a routing recommendation to a communication distributor to route the customer to an agent based on the predicted personality type of the customer and historical customer data, routing the customer via the communication distributor to the agent based on the routing recommendation, and updating the customer profile.

Claim (Index 10):
A system configured to route incoming customer communications, comprising:\n a database module to associate identifying origination data of a customer contacting a contact center; an analytics module to determine a predicted personality type of the customer based on the identified origination data and a customer profile for the customer, and to update the customer profile, wherein the customer profile comprises historical customer data; a routing processor to match a communication from the customer to an agent based on the predicted personality type and historical customer data for the customer; and a communication distributor that routes the communication to the agent based on the routing match.

Metadata:
- Claim Count in Document: 77.0
- Percentile: 90.0
- Lexical Diversity: 2.28571
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['14518423', '14818082', '15425803', '13828154', '15476621']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5904452551636045
- 35 USC 102 Novelty (BERT): 0.5413404251472385
- Combined Prediction Score: 0.5855347721619679
- Mean Citation Score: 413.14681999999993
- Max Citation Score: 440.6567
- Similarity Product: 407.79259604965455

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