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 1):
A system comprising:\n a microprocessor; and a non-transitory computer readable medium, coupled with the microprocessor and comprising microprocessor readable and executable instructions that program the microprocessor to:\n receive a plurality of escalated communication sessions, wherein the plurality of escalated communication sessions are initially a plurality of established communication sessions between communication endpoints of users and communication endpoints of human contact center agents; \n determine a priority for each of the plurality of escalated communication sessions based on one or more routing factors associated with each escalated communication session; and \n in response to determining the priority of the plurality of escalated communication sessions, route the plurality of escalated communication sessions to an escalation queue on a communication endpoint of a supervisor or a technical specialist, wherein each of the plurality of escalated communication sessions are routed to the escalation queue based on the determined priority for each of the plurality of escalated communication sessions.

Metadata:
- Claim Count in Document: 50.0
- Percentile: 94.0
- Lexical Diversity: 2.21429
- Patent Class: 379.0
- Transitional Phrase Type: open
- Component Type: 1
- Foreign Priority: False
- Related Applications: ['15938283', '12749178', '13471890', '14505286', '14622718']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5006733586901224
- 35 USC 102 Novelty (BERT): 0.4727424057215355
- Combined Prediction Score: 0.4978802633932637
- Mean Citation Score: 150.600452
- Max Citation Score: 162.43935
- Similarity Product: 109.88442431377172

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