PATENT CLAIM ANALYSIS

Application Number: 16353288
Application Type: Utility
Filing Date: 2019-03
Publication Date: 2019-07
Patent Classification: ["379", "265090"]

Abstract:
Systems and methods of managing customer journeys are implemented using one or more processors in a computing system. Each journey may comprise a succession of interactions at interaction points such as telephone conversations, responses to an interactive voice response “IVR” system and viewing a web page. Customer journey scores are determined for customers at one or more interaction points along the customer journey and the customer journey score is used to determine whether and when an intervention should take place. Models for determining customer journey scores may be created for a set of customers based on one or both of subjective and objective data relating to a subset of the set of customers that have made some or part of the journey, e.g. customers that have responded to polls. An intervention may take place during the journey or after completion of the journey.

Claim (Index 20):
A system for using a predictive model to manage customer journeys, the system comprising:\n a computer server comprising one or more processors configured to: receive data defining a plurality of customer journeys, each customer journey comprising a succession of logged events representing a historical trail of previous actions performed by a particular customer in a computing system, each event corresponding to an interaction at an interaction point between a customer device and a server or other device, at each of a plurality of interaction points of a particular customer in a customer journey:\n retrieve from computer data storage a combination of independent variables representing objective and survey data relating to the customer, \n use a predictive model to determine a dependent variable representing a customer journey score for the particular customer at the interaction point based on the combination of independent variables representing objective and survey data relating to the customer, \n determine if the dependent variable representing the customer journey score is above a threshold, and \n if the dependent variable representing the customer journey score is above a threshold, send information to be displayed to the customer.

Metadata:
- Claim Count in Document: 71.0
- Percentile: 99.0
- Lexical Diversity: 1.75862
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15986983', '16193368', '15612151', '14868790', '14490602']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5903654773885962
- 35 USC 102 Novelty (BERT): 0.5714473370228254
- Combined Prediction Score: 0.5884736633520192
- Mean Citation Score: 404.266352
- Max Citation Score: 469.8655
- Similarity Product: 454.9414341140092

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