The technology industry continues to be a hotbed of patent innovation. Activity is driven by the increasing customer expectations for personalized and efficient service, the need for cost-effective and scalable customer support solutions, and the rising demand for seamless omnichannel experiences, as well as growing importance of technologies such as chatbots and virtual assistants that can understand and respond to customer queries in real-time, sentiment analysis algorithms that gauge customer emotions, and predictive analytics models that assist in forecasting customer needs. Additionally, cloud computing infrastructure and big data analytics play a crucial role in handling and processing large volumes of customer data for enhanced insights and decision-making. In the last three years alone, there have been over 4.1 million patents filed and granted in the technology industry, according to GlobalData’s report on Artificial intelligence in technology: intelligent contact centersBuy the report here.

However, not all innovations are equal and nor do they follow a constant upward trend. Instead, their evolution takes the form of an S-shaped curve that reflects their typical lifecycle from early emergence to accelerating adoption, before finally stabilizing and reaching maturity.

Identifying where a particular innovation is on this journey, especially those that are in the emerging and accelerating stages, is essential for understanding their current level of adoption and the likely future trajectory and impact they will have.

190+ innovations will shape the technology industry

According to GlobalData’s Technology Foresights, which plots the S-curve for the technology industry using innovation intensity models built on over 1.5 million patents, there are 190+ innovation areas that will shape the future of the industry.

Within the emerging innovation stage, GenAI for design, finite element simulation and deep reinforcement learning are disruptive technologies that are in the early stages of application and should be tracked closely. 3D model simulation, drone controls AI, and circuit designing AI are some of the accelerating innovation areas, where adoption has been steadily increasing.

Innovation S-curve for artificial intelligence in the technology industry

Intelligent contact centers is a key innovation area in artificial intelligence

Intelligent contact centers refer to customer service centers that leverage cutting-edge technologies like artificial intelligence (AI) and machine learning to deliver highly personalized and efficient customer support. These contact centers are specifically designed to automate operations, minimize expenses, and enhance overall customer satisfaction.

GlobalData’s analysis also uncovers the companies at the forefront of each innovation area and assesses the potential reach and impact of their patenting activity across different applications and geographies. According to GlobalData, there are 360+ companies, spanning technology vendors, established technology companies, and up-and-coming start-ups engaged in the development and application of intelligent contact centers.

Key players in intelligent contact centers – a disruptive innovation in the technology industry

‘Application diversity’ measures the number of applications identified for each patent. It broadly splits companies into either ‘niche’ or ‘diversified’ innovators.

‘Geographic reach’ refers to the number of countries each patent is registered in. It reflects the breadth of geographic application intended, ranging from ‘global’ to ‘local’.

Patent volumes related to intelligent contact centres

Company Total patents (2010 - 2022) Premium intelligence on the world's largest companies
State Farm Mutual Automobile Insurance 51 Unlock Company Profile
ZTE 200 Unlock Company Profile
AT&T 145 Unlock Company Profile
Avaya 1233 Unlock Company Profile
Motorola Solutions 61 Unlock Company Profile
Microsoft 135 Unlock Company Profile
TTEC 52 Unlock Company Profile
Verint Systems 230 Unlock Company Profile
USAA 147 Unlock Company Profile
Teleperformance 68 Unlock Company Profile
8x8 60 Unlock Company Profile
Salesforce 59 Unlock Company Profile
Nice 227 Unlock Company Profile 94 Unlock Company Profile
Bank of America 102 Unlock Company Profile
Dell Technologies 67 Unlock Company Profile
Genesys Telecommunications Laboratories 1000 Unlock Company Profile
Telefonaktiebolaget LM Ericsson 91 Unlock Company Profile
Medallia 104 Unlock Company Profile
Nippon Telegraph and Telephone 95 Unlock Company Profile
IBM 164 Unlock Company Profile
Talkdesk 149 Unlock Company Profile
SoundBite Communications 162 Unlock Company Profile 182 Unlock Company Profile
Greeneden U.S. Holdings II 144 Unlock Company Profile
Afiniti 242 Unlock Company Profile
Verizon Patent And Licensing 95 Unlock Company Profile
Afiniti Europe Technologies 91 Unlock Company Profile

Source: GlobalData Patent Analytics

Avaya, Genesys Telecommunications Laboratories, Verint Systems, and Nice are among the top patent filers in intelligent contact centers.

Alphabet is another leading patent filer in intelligent contact centers. The company’s patents are aimed at invention describing methods, apparatus, and computer readable media related to utilizing a context of an ongoing human-to-computer dialog to enhance the ability of an automated assistant to interpret and respond when a user abruptly transitions between different domains (subjects).

In various implementations, natural language input may be received from a user during an ongoing human-to-computer dialog with an automated assistant. Grammar(s) may be selected to parse the natural language input. The selecting may be based on topic(s) stored as part of a contextual data structure associated with the ongoing human-to-computer dialog.

The natural language input may be parsed based on the selected grammar(s) to generate parse(s). Based on the parse(s), a natural language response may be generated and output to the user using an output device. Any topic(s) raised by the parse(s) or the natural language response may be identified and added to the contextual data structure.

By geographic reach, leads the pack, followed by Afiniti Europe Technologies and Afiniti. In terms of application diversity, holds the top position, followed by Salesforce and Verizon Patent and Licensing.

Intelligent contact centers have transformed the customer service landscape, revolutionizing the way organizations interact with their customers. The innovation involves the integration of artificial intelligence technologies, such as natural language processing (NLP) and machine learning, to enable advanced and automated customer support systems.

To further understand how artificial intelligence is disrupting the technology industry, access GlobalData’s latest thematic research report on Artificial Intelligence (AI).

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GlobalData, the leading provider of industry intelligence, provided the underlying data, research, and analysis used to produce this article.

GlobalData’s Patent Analytics tracks patent filings and grants from official offices around the world. Textual analysis and official patent classifications are used to group patents into key thematic areas and link them to specific companies across the world’s largest industries.