LivePerson. has been granted a patent for a system that automatically establishes recording parameters during user-agent communications. It identifies recording restrictions, processes communications in real-time, and generates analytics on user sentiment using machine learning, while selectively recording user communications based on these restrictions. GlobalData’s report on LivePerson gives a 360-degree view of the company including its patenting strategy. Buy the report here.
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According to GlobalData’s company profile on LivePerson, Speech recognition techniques was a key innovation area identified from patents. LivePerson's grant share as of June 2024 was 48%. Grant share is based on the ratio of number of grants to total number of patents.
Automated recording and analytics for user-agent communications
The granted patent US12041202B2 outlines a computer-implemented method and system for managing communications sessions between users and agents, focusing on real-time processing and compliance with recording restrictions. The method begins with receiving a request to initiate a session, which is linked to a user's intent. It establishes the session and identifies any recording restrictions that apply to the communications exchanged. The system processes these communications in real-time to generate a recording that includes agent communications while adhering to the identified restrictions. Additionally, it employs a machine learning algorithm to analyze historical data and user feedback, generating insights into user sentiment and producing agent analytics that can inform training needs for agents.
The patent further details mechanisms for obtaining recording restrictions, which may include real-time prompts for user consent and automatic identification through a bot. It also addresses compliance with location-based regulations that may dictate recording practices. The system is designed to automatically delete previously recorded communications if they conflict with the established restrictions. Overall, the patent emphasizes a structured approach to managing user-agent interactions, ensuring compliance with privacy regulations while enhancing the quality of service through data-driven insights.
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GlobalData Patent Analytics tracks bibliographic data, legal events data, point in time patent ownerships, and backward and forward citations from global patenting offices. 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.
