Verint Systems has patented a method to evaluate conversations between users and virtual assistants. By analyzing potential risks within language models, administrators can identify issues and improve the virtual assistant’s performance. This technology aims to enhance user experience with virtual assistants. GlobalData’s report on Verint Systems gives a 360-degree view of the company including its patenting strategy. Buy the report here.

According to GlobalData’s company profile on Verint Systems, Network traffic analysis was a key innovation area identified from patents. Verint Systems's grant share as of January 2024 was 60%. Grant share is based on the ratio of number of grants to total number of patents.

Conversation evaluation for virtual assistants to improve user experience

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

The granted patent (Publication Number: US11868732B2) discloses a computerized method and system for improving the performance of a virtual assistant during conversations with users. The system involves displaying a conversation user interface for interaction, processing user input data and virtual assistant responses using natural language processing modules, and evaluating the conversation turns with a risk indicator module to determine the confidence level of the virtual assistant's understanding. If a user restates previous input and the virtual assistant fails to respond adequately, the system flags the response as a failure, allowing for further analysis and improvement.

Furthermore, the system includes features such as comparing confidence values to threshold levels, mapping user actions to intent units for appropriate responses, and calculating risk coefficients and response content scores to predict and prevent future instances of failed responses. The system also tags conversation data with presentation modes, identifies high-risk presentation modes for exclusion, and predicts probabilities of restatement turns in future conversations. By utilizing these methods and technologies, the virtual assistant system aims to enhance user interactions, improve response accuracy, and optimize performance based on past conversation data and risk assessments.

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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.