Medallia. has been granted a patent for a system that prevents chatbot-derived interactions from being processed by an analysis system. The method involves evaluating customer dialogues, dropping chatbot responses, and managing customer addresses based on response rates to enhance interaction quality. 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 July 2024 was 71%. Grant share is based on the ratio of number of grants to total number of patents.
Preventing chatbot interactions from being processed
The patent US12047335B1 outlines a computer-implemented method designed to prevent feedback derived from chatbots from being processed by an analysis system. The method begins by receiving interactive content from a customer during a dialog, which includes questions and answers presented as a conversation thread. If the customer does not already have an assigned address, one is allocated. The system checks if the address is on a blacklist or blocklist; if it is, the interactive content is discarded. If the address is not blacklisted, the system calculates a response rate based on the time taken to answer the questions. Should this response rate exceed a predetermined threshold, further processing of the content is permitted. Conversely, if the response rate falls below the threshold, the address may be placed on either the blacklist or blocklist depending on the associated response rate counter.
Additionally, the method includes provisions for incrementing the response rate counter when the response rate is below the threshold. The response rate threshold is determined based on average feedback response times or the minimum time typically required for human responses. The blacklist registry is designated for addresses associated with content that is permanently discarded, while the blocklist registry is for addresses with temporarily dropped content. The method also allows for the assignment of addresses to users who do not already have one, ensuring a systematic approach to managing user interactions and feedback derived from chatbot engagements.
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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.
