LivePerson. has been granted a patent for a system that automates responses to user queries via interactive chat on external platforms. The method employs machine learning to detect queries, assess user status, and generate appropriate responses, which can be delivered automatically or by a human agent. GlobalData’s report on LivePerson gives a 360-degree view of the company including its patenting strategy. Buy the report here.
Smarter leaders trust GlobalData
Access deeper industry intelligence
Experience unmatched clarity with a single platform that combines unique data, AI, and human expertise.
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 July 2024 was 49%. Grant share is based on the ratio of number of grants to total number of patents.
Automated response system for social queries using machine learning
The granted patent US12067631B2 outlines a computer-implemented method and system designed to enhance communication within enterprise systems through the use of machine learning models. The method begins by detecting input associated with a communication from a first device and identifying a query within that input using a query-detection model. It further assesses the user's status based on the input and employs a resolution model to generate potential responses aimed at resolving the identified query. The system then selects a specific response tailored to the user's status and automatically transmits this response back to the user.
Additionally, the patent details various features of the machine learning models involved. These include the use of decision trees as predictive models, algorithms trained on historical queries and responses, and machine logic for term identification to create a narrative flow. The method also allows for the retrieval of data from previous interactions between the user and a second device to inform the response selection process. Furthermore, the models can utilize APIs to facilitate communication between different systems, ensuring a seamless integration of the technology within existing enterprise frameworks. This patent represents a significant advancement in automating and personalizing user interactions in enterprise environments.
To know more about GlobalData’s detailed insights on LivePerson, buy the report here.
Data Insights
From
The gold standard of business intelligence.
Blending expert knowledge with cutting-edge technology, GlobalData’s unrivalled proprietary data will enable you to decode what’s happening in your market. You can make better informed decisions and gain a future-proof advantage over your competitors.
GlobalData, the leading provider of industry intelligence, provided the underlying data, research, and analysis used to produce this article.
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.
