Zoom Video Communications had four patents in social media during Q1 2024. Zoom Video Communications Inc has developed a system where conference item selection is automated based on keywords or changes in the call subject. The server retrieves relevant items from a data store such as scripts, articles, or manuals to assist with customer interactions. The software generates a user interface output for agents to view on their devices, improving efficiency and customer service during calls. GlobalData’s report on Zoom Video Communications gives a 360-degree view of the company including its patenting strategy. Buy the report here.

Zoom Video Communications grant share with social media as a theme is 75% in Q1 2024. Grant share is based on the ratio of number of grants to total number of patents.

Recent Patents

Application: Automated conference item selection (Patent ID: US20240098178A1)

The patent filed by Zoom Video Communications Inc. describes a method and system for automating conference item selection by a server based on keywords in the text of a call. The server retrieves relevant items from a data store, such as scripts, articles, or manuals, and generates a user interface output for display on an agent device. The items are selected based on keywords, caller attributes, and social media data, enhancing the efficiency of customer interactions.

The claims outline various aspects of the method and system, including determining priority for retrieved items, using location data and caller attributes to refine item selection, and considering social media followers and spending data of the caller. The system is designed to provide personalized and contextually relevant information to agents during customer calls, improving the overall customer service experience. Additionally, the patent covers the use of a non-transitory computer-readable medium to execute operations related to identifying caller identity, retrieving items based on various data points, and displaying information in a structured manner on the agent device. Overall, the patent aims to streamline customer interactions by automating the selection and display of relevant resources for agents, ultimately enhancing customer satisfaction and service quality.

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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.