PATENT CLAIM ANALYSIS

Application Number: 15918469
Application Type: Utility
Filing Date: 2018-03
Publication Date: 2018-11
Patent Classification: ["379", "265130"]

Abstract:
Techniques for behavioral pairing in a contact center system are disclosed. In one particular embodiment, the techniques may be realized as a method for behavioral pairing in a contact center system comprising: determining, by at least one computer processor communicatively coupled to and configured to operate in the contact center system, a plurality of agents available for connection to a contact; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the contact and the plurality of agents; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic model; and outputting, by the at least one computer processor, the selected one of the plurality of preferred contact-agent pairings for connection in the contact center system.

Claim (Index 12):
The system of  claim 9 , wherein the probabilistic network flow model is a network flow model for optimizing an overall expected value of at least one contact center metric.

Metadata:
- Claim Count in Document: 38.0
- Percentile: 90.0
- Lexical Diversity: 2.64286
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['15918442', '15582223', '15691106', '15785952', '15785946']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.6432813791390727
- 35 USC 102 Novelty (BERT): 0.5632230359051995
- Combined Prediction Score: 0.6352755448156854
- Mean Citation Score: 387.571838
- Max Citation Score: 466.34213
- Similarity Product: 413.92941839461207

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

Dataset: test