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 33):
A system for responding to social posts on a plurality of social media channels, the system comprising:\n a retrieval system configured to: process streams of data from the plurality of social media channels to detect relevant social posts that are likely to correspond to customer service cases; and retrieve data from a first social post on a first social media channel based on one or more automatic rules specified by a rules engine of the retrieval system, wherein the first social post is identified by the retrieval system using one or more automatic rules that finds relevant social posts that relate to a topic specified by the automatic rules and warrant creation of a customer service case and a customer service response from the organization; a Customer Relationship Management (CRM) system of an organization, comprising:\n an interface configured to receive the data from the first social post; \n a parser configured to create a first customer service case based on the data from the first social post to create a record that includes social content information about the first social post and automatically links the first social post to the CRM system, wherein the social content information includes a posted message from the first social post and an author of the first social post; and \n a customer service portal, comprising:\n a display; and \n a processing system configured to execute code of a customer service application that, when executed by the processing system, is configured to:\n cause the first customer service case to be displayed via the display; \n generate a first response to the first social post from within the customer service application; and \n publish a first social reply from within the customer service application, the first social reply including the first response to respond to the first social post via the first social media channel.

Metadata:
- Claim Count in Document: 62.0
- Percentile: 97.0
- Lexical Diversity: 2.41791
- Patent Class: 709.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15883881', '14451632', '13594469', '14483941', '13861293']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.2564713600231301
- 35 USC 102 Novelty (BERT): 0.5565053333418064
- Combined Prediction Score: 0.2864747573549978
- Mean Citation Score: 285.9915680000001
- Max Citation Score: 431.27756
- Similarity Product: 353.6113504497361

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