Prosecution Insights
Prosecution Insights
Technology areas: Computing & Software • Transportation, E-Commerce & Mechanical Systems
22 pending office actions • 16 art units • 22 examiners • 0 of 22 (0%) have an AI response strategy ready • 30 patents granted in the last 365 days
Genesys Cloud Services Inc. has 21 pending office actions in the Transportation, E-Commerce & Mechanical Systems technology area. These actions are distributed across 21 distinct examiners, meaning every active case is being reviewed by a different individual. This high degree of fragmentation requires managing various examiner relationships, which can be a significant undertaking for any prosecution team.
The portfolio is spread across 16 distinct art units, indicating a wide technical variety within the sector. RICHARDSON, JAMES E is the busiest examiner with 1 pending office action. With 21 pending office actions across 16 distinct art units, some specialized groups are handling multiple cases, providing a potential opportunity to identify group-level trends.
Based on the USPTO statutory response window for each pending office action. 15 of the docket's apps have a known mailing date; the rest are excluded from the tile counts.
Every pending office action with a known statutory deadline, placed on a days-until-due axis. Dots left of Today are overdue; the further right, the more runway. Cases that share a deadline window stack vertically. 15 of the docket's apps have a known mailing date.
Difficulty is derived from the rejection statutes on the most recent pending office action. §101-driven and multi-statute cases are graded Hard; §112-only and obviousness-type double-patenting cases are graded Easy; everything else is Medium. "Unknown" means we have not yet parsed a statute for that office action.
| Bucket | Cases |
|---|---|
| §101 only | 8 (36%) |
| §101 + other | 7 (32%) |
| §103 only | 7 (32%) |
How the docket's pending cases split across USPTO tech-center bands.
Manual office-action response work runs about 10 hours per case. The time-saved bands below show what IP Author's prosecution pipeline typically delivers — a conservative 20% on the low end, 35% in the middle, 50% on the high end.
| Examiner | Apps on this docket | Allow rate | Interview lift |
|---|---|---|---|
| RICHARDSON, JAMES E | 1 | 81.6% | +31.0% |
| WAESCO, JOSEPH M | 1 | 46.7% | +42.1% |
| UTAMA, ROBERT J | 1 | 60.2% | +29.6% |
| NANO, SARGON N | 1 | 80.8% | -1.5% |
| TROST IV, WILLIAM GEORGE | 1 | 73.5% | -4.6% |
| DELICH, STEPHANIE ZAGARELLA | 1 | 38.7% | +35.6% |
| MANOHARAN, SHASHIDHAR SHANKAR | 1 | 75.0% | +40.0% |
| BOND, REED MADISON | 1 | 14.8% | +37.9% |
| GURSKI, AMANDA KAREN | 1 | 33.8% | +29.1% |
| KNIGHT, LETORIA G | 1 | 29.1% | +50.2% |
Cases in front of an examiner with an allow rate of 80%+ where the difficulty is Easy or Medium. The top 1 ordered by deadline are shown.
| App # | Title | Examiner | Due in |
|---|---|---|---|
| 19051096 | ENCODING AND DECODING TRIE DATA STRUCTURES FOR ENHANCED GENERATION OF CUSTOMER JOURNEY ANALYTICS | RICHARDSON, JAMES E | 31d overdue |
Multi-statute / §101-driven matters, or cases in front of an examiner with an allow rate under 30%. The top 8 ordered by deadline are shown.
| App # | Title | Examiner | Due in |
|---|---|---|---|
| 18397589 | SOCIAL MONITORING AND ANALYTICS FOR PROACTIVE ISSUE RESOLUTION | SINGH, RUPANGINI | 44d overdue |
| 18129175 | SYSTEMS AND METHODS RELATING TO ESTIMATING LIFT IN TARGET METRICS OF CONTACT CENTERS | BAINS, SARJIT S | 38d overdue |
| 17344191 | ANALYZING LEARNING CONTENT VIA AGENT PERFORMANCE METRICS | SANTIAGO-MERCED, FRANCIS Z | 18d overdue |
| 18659649 | ALTERNATIVE SHIFT GENERATION TECHNOLOGIES | BOND, REED MADISON | 10d overdue |
| 18088230 | AUTOMATIC ALTERNATIVE TEXT SUGGESTIONS FOR SPEECH RECOGNITION ENGINES OF CONTACT CENTER SYSTEMS | OGUNBIYI, OLUWADAMILOL M | 3d overdue |
| 17742090 | SYSTEMS AND METHODS RELATING TO ARTIFICIAL INTELLIGENCE LONG-TAIL GROWTH THROUGH GIG CUSTOMER SERVICE LEVERAGE | SCHNEIDER, JOSHUA D | 2d overdue |
| 18680582 | TECHNOLOGIES FOR OPTIMIZING SLOT ALLOCATIONS FOR WORK PLAN ASSIGNMENTS IN CONTACT CENTERS | DELICH, STEPHANIE ZAGARELLA | 34d |
| 18387923 | AUTOMATED INCENTIVIZER FOR CONTACT CENTER AGENTS USING VARIABLE POINTS VALUATION | JOSEPH, TONYA S | 34d |
Cases in front of an examiner whose interview lift is 10 percentage points or more — i.e. interviewed cases historically resolve more favorably than non-interviewed ones. The top 8 ordered by deadline are shown.
| App # | Title | Examiner | Due in |
|---|---|---|---|
| 19051096 | ENCODING AND DECODING TRIE DATA STRUCTURES FOR ENHANCED GENERATION OF CUSTOMER JOURNEY ANALYTICS | RICHARDSON, JAMES E | 31d overdue |
| 18659649 | ALTERNATIVE SHIFT GENERATION TECHNOLOGIES | BOND, REED MADISON | 10d overdue |
| 18661235 | SYSTEMS AND METHODS FOR COMPUTING INTENT HEALTH FOR ENHANCING CONVERSATIONAL BOTS | MANOHARAN, SHASHIDHAR SHANKAR | 27d |
| 18680582 | TECHNOLOGIES FOR OPTIMIZING SLOT ALLOCATIONS FOR WORK PLAN ASSIGNMENTS IN CONTACT CENTERS | DELICH, STEPHANIE ZAGARELLA | 34d |
| 18597521 | MODELING AGENT WORK ATTRIBUTES FOR IMPROVED AGENT SCHEDULING IN A CONTACT CENTER | GURSKI, AMANDA KAREN | 39d |
| 19046812 | ESCALATION MANAGEMENT AND JOURNEY MINING | WAESCO, JOSEPH M | 42d |
| 18962593 | AGENT TRAINING USING GENERATIVE ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING | UTAMA, ROBERT J | — |
| 18399307 | SYSTEMS AND METHODS FOR GATHERING AGENT PERFORMANCE METRICS AND TRANSLATING METRICS TO NORMALIZED GOAL PERCENTAGES TO EVALUATE AGENT PERFORMANCE | KNIGHT, LETORIA G | — |
| Art Unit | Apps |
|---|---|
| 3625 | 3 |
| 3623 | 3 |
| 3628 | 2 |
| 2141 | 2 |
| 2169 | 1 |
| 3715 | 1 |
| 2443 | 1 |
| 2641 | 1 |
| 2655 | 1 |
| 3624 | 1 |
| App # | Title | Examiner | Art Unit | Statutes | Status | Due in | AI | Filed |
|---|---|---|---|---|---|---|---|---|
| 19051096 | ENCODING AND DECODING TRIE DATA STRUCTURES FOR ENHANCED GENERATION OF CUSTOMER JOURNEY ANALYTICS | RICHARDSON, JAMES E | 2169 | §103 | Non-Final OA | 31d overdue | Pending | Feb 11, 2025 |
| 19046812 | ESCALATION MANAGEMENT AND JOURNEY MINING | WAESCO, JOSEPH M | 3625 | §101§103§112 | Final Rejection | 42d | Pending | Feb 06, 2025 |
| 18962593 | AGENT TRAINING USING GENERATIVE ARTIFICIAL INTELLIGENCE AND MACHINE LEARNING | UTAMA, ROBERT J | 3715 | §101§103 | Non-Final OA | — | Pending | Nov 27, 2024 |
| 18790167 | TECHNOLOGIES RELATED TO MUTE FUNCTIONALITY IN TEXT-BASED MESSAGING APPLICATIONS | NANO, SARGON N | 2443 | §101§103 | Final Rejection | — | Pending | Jul 31, 2024 |
| 18784009 | ENTITY VERIFICATION AND PROVIDING CALL INTENT ON INBOUND MOBILE DEVICE COMMUNICATIONS | TROST IV, WILLIAM GEORGE | 2641 | §103 | Non-Final OA | — | Pending | Jul 25, 2024 |
| 18680582 | TECHNOLOGIES FOR OPTIMIZING SLOT ALLOCATIONS FOR WORK PLAN ASSIGNMENTS IN CONTACT CENTERS | DELICH, STEPHANIE ZAGARELLA | 3623 | §101 | Non-Final OA | 34d | Pending | May 31, 2024 |
| 18661235 | SYSTEMS AND METHODS FOR COMPUTING INTENT HEALTH FOR ENHANCING CONVERSATIONAL BOTS | MANOHARAN, SHASHIDHAR SHANKAR | 2655 | §103 | Non-Final OA | 27d | Pending | May 10, 2024 |
| 18659649 | ALTERNATIVE SHIFT GENERATION TECHNOLOGIES | BOND, REED MADISON | 3624 | §101§103 | Non-Final OA | 10d overdue | Pending | May 09, 2024 |
| 18597521 | MODELING AGENT WORK ATTRIBUTES FOR IMPROVED AGENT SCHEDULING IN A CONTACT CENTER | GURSKI, AMANDA KAREN | 3625 | §101 | Non-Final OA | 39d | Pending | Mar 06, 2024 |
| 18399307 | SYSTEMS AND METHODS FOR GATHERING AGENT PERFORMANCE METRICS AND TRANSLATING METRICS TO NORMALIZED GOAL PERCENTAGES TO EVALUATE AGENT PERFORMANCE | KNIGHT, LETORIA G | 3623 | §101 | Non-Final OA | — | Pending | Dec 28, 2023 |
| 18397589 | SOCIAL MONITORING AND ANALYTICS FOR PROACTIVE ISSUE RESOLUTION | SINGH, RUPANGINI | 3628 | §101 | Non-Final OA | 44d overdue | Pending | Dec 27, 2023 |
| 18387923 | AUTOMATED INCENTIVIZER FOR CONTACT CENTER AGENTS USING VARIABLE POINTS VALUATION | JOSEPH, TONYA S | 3628 | §101 | Final Rejection | 34d | Pending | Nov 08, 2023 |
| 18386324 | METHODS AND SYSTEMS FOR ENHANCING FUNCTIONALITY OF PREDICTIVE MODELS IN CONTACT CENTERS | TRAN, TAN H | 2141 | §103 | Final Rejection | — | Pending | Nov 02, 2023 |
| 18471512 | TECHNOLOGIES FOR ANALYSIS AND BROADCAST STREAMING IN CONTACT CENTERS TO REDUCE SYSTEM LOADS IN HIGH VOLUME CONTEXTS | YESILDAG, LAURA G | 3600 | §101 | Final Rejection | — | Pending | Sep 21, 2023 |
| 18345612 | SYSTEMS AND METHODS FOR INTEGRATING ON-PREMISES SYSTEMS AND CLOUD-BASED SYSTEMS | SUN, ANDREW NMN | 2195 | §103 | Non-Final OA | — | Pending | Jun 30, 2023 |
| 18129175 | SYSTEMS AND METHODS RELATING TO ESTIMATING LIFT IN TARGET METRICS OF CONTACT CENTERS | BAINS, SARJIT S | 3623 | §101 | Non-Final OA | 38d overdue | Pending | Mar 31, 2023 |
| 18104118 | TECHNOLOGIES FOR IMPLICIT FEEDBACK USING MULTI-FACTOR BEHAVIOR MONITORING | MAUNI, HUMAIRA ZAHIN | 2141 | §101§103 | Non-Final OA | 56d | Pending | Jan 31, 2023 |
| 18088230 | AUTOMATIC ALTERNATIVE TEXT SUGGESTIONS FOR SPEECH RECOGNITION ENGINES OF CONTACT CENTER SYSTEMS | OGUNBIYI, OLUWADAMILOL M | 2653 | §101§103 | Final Rejection | 3d overdue | Pending | Dec 23, 2022 |
| 17874944 | TECHNOLOGIES FOR SELF-LEARNING ACTIONS FOR AN AUTOMATED CO-BROWSE SESSION | PEACH, POLINA G | 2165 | §103 | Final Rejection | 14d | Pending | Jul 27, 2022 |
| 17742090 | SYSTEMS AND METHODS RELATING TO ARTIFICIAL INTELLIGENCE LONG-TAIL GROWTH THROUGH GIG CUSTOMER SERVICE LEVERAGE | SCHNEIDER, JOSHUA D | 3626 | §101§103 | Final Rejection | 2d overdue | Pending | May 11, 2022 |
| 17344191 | ANALYZING LEARNING CONTENT VIA AGENT PERFORMANCE METRICS | SANTIAGO-MERCED, FRANCIS Z | 3625 | §101 | Final Rejection | 18d overdue | Pending | Jun 10, 2021 |
| 17084559 | SYSTEMS AND METHODS RELATED TO THE UTILIZATION, MAINTENANCE, AND PROTECTION OF PERSONAL DATA BY CUSTOMERS | WHITAKER, ANDREW B | 3629 | §103 | Final Rejection | 30d | Pending | Oct 29, 2020 |
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Start Free TrialGenesys Cloud Services Inc. has 22 pending office actions as of October 2026, spread across 16 art units and 22 examiners.
James E Richardson has the most, with 1 of Genesys Cloud Services Inc.'s pending office actions.
Mostly Transportation, E-Commerce & Mechanical Systems (USPTO Tech Center 3600), based on where its pending office actions are examined.