PATENT CLAIM ANALYSIS

Application Number: 16363826
Application Type: Utility
Filing Date: 2019-03
Publication Date: 2019-07
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 contacts available for connection to an agent; determining, by the at least one computer processor, a plurality of preferred contact-agent pairings among possible pairings between the agent and the plurality of contacts; selecting, by the at least one computer processor, one of the plurality of preferred contact-agent pairings according to a probabilistic network flow 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 18):
The system of  claim 13 , wherein each feasible combination comprises an agent with at least a first skill and a contact type with at least a first need corresponding to the first skill.

Metadata:
- Claim Count in Document: 65.0
- Percentile: 99.0
- Lexical Diversity: 2.5
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['15918442', '15582223', '15918469', '15691106', '15785952']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.660064198760389
- 35 USC 102 Novelty (BERT): 0.5387492333007978
- Combined Prediction Score: 0.64793270221443
- Mean Citation Score: 387.271228
- Max Citation Score: 414.30118
- Similarity Product: 253.4348220598484

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