PATENT CLAIM ANALYSIS

Application Number: 16155736
Application Type: Utility
Filing Date: 2018-10
Publication Date: 2019-02
Patent Classification: ["709", "206000"]

Abstract:
Methods and systems are provided for responding to social posts (SPs) on social media channels from a customer service (CS) application of a CRM system. Streams of data from the social media channels are processed to detect relevant SPs, and data from a first SP is identified/retrieved based on automatic rules that find relevant SPs that warrant creation of a CS case and a CS response. A first CS case is created based on the data from the first SP to create a record that includes social content information about the first SP and automatically link the first SP to the CRM system. The social content information includes a message from the first SP and an author of the first SP. The CS application causes the first CS case to be displayed, generates a first response to the first SP, and publishes a first social reply including the first response.

Claim (Index 41):
The system for  claim 35 , wherein the retrieval system is further configured to: retrieve data from a third social post on a third social media channel, wherein the third social post is identified by the retrieval system using one or more automatic rules that finds relevant social posts that warrant another customer service response from the organization, wherein the third social media channel is different from the first social media channel;\n wherein the interface is configured to receive the data from the third social post, and wherein the parser is configured to create a third customer service case based on the data from the third social post; wherein the code, when executed by the processing system, is further configured to:\n display the third customer service case via the customer service application; and \n automatically pre-populate, via the customer service application, a third response to the third social post in compliance with protocols associated with the third social media channel to allow the third response to be communicated via the third social media channel, wherein the protocols associated with the third social media channel are different from the protocols associated with the first social media channel and the protocols associated with the second social media channel.

Metadata:
- Claim Count in Document: 62.0
- Percentile: 97.0
- Lexical Diversity: 2.41791
- Patent Class: 709.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['15883881', '14451632', '13594469', '14483941', '13861293']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.2795896791228994
- 35 USC 102 Novelty (BERT): 0.5592269561295721
- Combined Prediction Score: 0.3075534068235667
- Mean Citation Score: 285.9915680000001
- Max Citation Score: 431.27756
- Similarity Product: 357.9186465277052

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