Keywords Studios has been granted a patent for a customer service support system that utilizes a user interface to streamline the selection of assistance categories. The method allows users to input text, which is processed by a trained model to identify relevant support options, enhancing customer interaction efficiency. GlobalData’s report on Keywords Studios 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 Keywords Studios, was a key innovation area identified from patents. Keywords Studios's grant share as of June 2024 was 45%. Grant share is based on the ratio of number of grants to total number of patents.
Conversation-based customer service support system
The patent US11983746B2 outlines a computer-implemented method and system designed to enhance customer assistance through a structured user interface. The method involves generating a display of various customer assistance categories on a device, allowing users to select a category and enter text for assistance. A trained model processes the entered text to identify a corresponding category, enabling users to confirm their selection or accept the model's suggestion. Upon confirmation, the system facilitates communication by sending a message to a designated person, bot, application, or webpage that aligns with the selected category, thereby streamlining the assistance process.
Additionally, the patent details the system's architecture, which includes a server that receives assistance requests and provides the trained model to the user's device. The application installed on the device is responsible for generating the category display and managing user interactions. The system supports various assistance requests, including inquiries related to billing, accounts, and product information. It also incorporates a feedback mechanism where user messages can be utilized as training data to improve the model's accuracy. The display of assistance categories can be organized in a hierarchical or tree structure, enhancing user navigation and experience.
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