PATENT CLAIM ANALYSIS

Application Number: 16026891
Application Type: Utility
Filing Date: 2018-07
Publication Date: 2019-05
Patent Classification: ["379", "265070"]

Abstract:
A system and method for monitoring behavior of voice agents in a simulated environment of voice-based call center to route a call. It includes a set of models and wearable devices to estimate and analyze cognitive load and emotional state of a voice agent which are obtained using wearable devices in the real time. It collects physiological signals from the voice agents and analyze them along with skill-set profiles of the voice agent to identify best suited voice agent based on agent-customer matching score obtained using skill-set profile analysis, cognitive load and a predicted emotive state of the voice agent. It may assist the voice agent in call if the cognitive load of the voice agent raises beyond predefined threshold using brain computer interfacing.

Claim (Index 14):
The system claimed in  claim 13 , wherein the dynamic voice agent model for each voice agent is built in real time based on the cognitive score of the voice agent at that point of time based on physiological signal and also the performance of the voice agent previously observed during one or more different categories of calls.

Metadata:
- Claim Count in Document: 3.0
- Percentile: 95.0
- Lexical Diversity: 1.79167
- Patent Class: 379.0
- Transitional Phrase Type: none
- Component Type: 0
- Foreign Priority: True
- Related Applications: ['10180763', '14485596', '13866793', '14887297', '14887276']

Analysis Scores:
- 35 USC 101 Eligibility (BERT): 0.5440226104713007
- 35 USC 102 Novelty (BERT): 0.4795480393272807
- Combined Prediction Score: 0.5375751533568988
- Mean Citation Score: 186.872536
- Max Citation Score: 188.43092
- Similarity Product: 129.66619717262986

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

Dataset: test