PATENT CLAIM ANALYSIS

Application Number: 16021586
Application Type: Utility
Filing Date: 2018-06
Publication Date: 2020-01
Patent Classification: ["379", "266010"]

Abstract:
A plurality of escalated communication sessions are received. The plurality of escalated communication sessions are initially a plurality of established communication sessions between communication endpoints of users and communication endpoints of contact center agents. A priority for the plurality of escalated communication sessions is determined based on one or more routing factors. In response to determining the priority of the plurality of escalated communication sessions, the plurality of escalated communication sessions are routed to a communication endpoint of a supervisor or a technical specialist based on the priority.

Claim (Index 20):
The method of  claim 11 , wherein the one or more routing factors comprise at least one of: a user priority, a communication session duration, a number of past communication sessions on the same ticket, a waiting time of a communication session, a number of hops, a spoken keyword, and an agent skill.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 94.0
- Lexical Diversity: 2.21429
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: False
- Related Applications: ['15938283', '12749178', '13471890', '14505286', '14622718']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5341125216898658
- 35 USC 102 Novelty (BERT): 0.4608169688961568
- Combined Prediction Score: 0.5267829664104949
- Mean Citation Score: 150.600452
- Max Citation Score: 162.43935
- Similarity Product: 124.13486870405671

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

Dataset: test