Medallia has patented a cloud callback platform system and method that automatically creates callback objects when users fail to connect, bridging them at a convenient time. The system uses predictive logic to determine the best communication channel for successful connections, enhancing user experience and efficiency. GlobalData’s report on Medallia 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 Medallia, Speech recognition techniques was a key innovation area identified from patents. Medallia's grant share as of January 2024 was 70%. Grant share is based on the ratio of number of grants to total number of patents.
Cloud callback platform system with predictive logic for bridging users
A recently granted patent (Publication Number: US11863706B2) discloses a system for a cloud callback platform that includes a computing device with a callback manager and an operations analyzer. The callback manager initiates sessions, receives callback requests, sends session attributes to a context analysis engine, obtains context summary reports, and executes callback requests. The operations analyzer trains a statistical model to determine communication channel success scores, selects appropriate communication channels, monitors for platform failures, and bridges callback attempts using alternative channels when necessary.
Furthermore, the system includes a context analysis engine that generates context content based on session attributes and forwards it to a data message aggregator. A context aggregator mechanism is also part of the system, responsible for generating context summary reports by parsing, aggregating, and formatting the context content, which are then sent to the callback manager. The statistical model used in the system can be a logistic regression model or a neural network, trained on a dataset comprising preferences, rules, date and time data, device information, acceptance rates, and network data, including location, battery strength, and network signal data.
In summary, the patented system and method for managing callbacks using a cloud callback platform offer a comprehensive approach to handling callback requests efficiently. By utilizing advanced technologies such as statistical models and context analysis engines, the system aims to improve communication channel selection, monitor platform performance, and ensure successful callback connections between requestors and recipients. The inclusion of context aggregation mechanisms further enhances the overall callback management process, providing a robust solution for optimizing callback operations in various scenarios.
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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.
