PATENT CLAIM ANALYSIS

Application Number: 15959193
Application Type: Utility
Filing Date: 2018-04
Publication Date: 2019-10
Patent Classification: ["379", "265070"]

Abstract:
A method, a computer program product, and an information handling system is provided for reducing cost and improving real-time performance for analyzing and representing customer care communication progression based on tone assessments by monitoring communications between a plurality of customers and a plurality of representatives to form a plurality of interaction histories. Analyzing a text form of the plurality of interaction histories according to a Tone Latent Dirichlet Allocation [T-LDA] model to determine a plurality of conversation tones. Mapping the plurality of conversation tones to a plurality of conversation phases and providing a representation of the conversation tones identifying a first customer tone at a first conversation phase and a second customer tone at a second conversation phase.

Claim (Index 7):
The method of  claim 5 , wherein the first tone is satisfied and the second tone is not satisfied and the engagement tracking assessment is rated as the customer is not satisfied and the evaluation of the agent for the conversation is rated poor.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 91.0
- Lexical Diversity: 1.86567
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['15603091', '15715552', '15888654', '13740473', '12748150']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5157528433424742
- 35 USC 102 Novelty (BERT): 0.5114022558795314
- Combined Prediction Score: 0.5153177845961799
- Mean Citation Score: 159.606688
- Max Citation Score: 175.49886999999995
- Similarity Product: 80.94925254358229

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

Dataset: test