Twilio‘s patented system uses an omni-channel adapter to create communication sessions for customers. The adapter selects a channel-specific orchestrator, modifies the request, and maintains session state information. The system stores configuration data, receives requests, selects orchestrators, and creates communication sessions based on customer identifiers and channel information. GlobalData’s report on Twilio gives a 360-degree view of the company including its patenting strategy. Buy the report here.

According to GlobalData’s company profile on Twilio, Intelligent contact centers was a key innovation area identified from patents. Twilio's grant share as of April 2024 was 64%. Grant share is based on the ratio of number of grants to total number of patents.

System for creating communication sessions based on customer identifier

Source: United States Patent and Trademark Office (USPTO). Credit: Twilio Inc

A recently granted patent (Publication Number: US11973809B2) discloses a system that includes processors and memory storing instructions for creating communication sessions. The system involves storing configuration data linked to a customer identifier, receiving requests via APIs to initiate communication sessions, selecting communication orchestrators based on channel identifiers, and creating the communication sessions accordingly. The system allows for the selection of different orchestrators for voice, video, or text channels, enabling efficient communication management.

Furthermore, the patent details operations for creating multiple communication sessions, ending sessions, adding participants, and muting participants. It also includes features such as publishing communication session events to an event service and receiving notifications for these events. Based on these notifications, the system can send additional requests to orchestrators and provide status information to the original request sender. Overall, the patented system offers a comprehensive solution for managing various aspects of communication sessions efficiently, enhancing user experience and operational effectiveness in communication environments.

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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.