LivePerson had 40 patents in artificial intelligence during Q4 2023. LivePerson Inc’s patents filed in Q4 2023 focus on improving customer service interactions through automated transcription, intent confusion evaluation, redirection and messaging systems, dynamic routing of communications, and facilitating two-way communications with hold bot functionality. These innovations aim to enhance customer experience and streamline communication processes between customers and agents. GlobalData’s report on LivePerson gives a 360-degreee view of the company including its patenting strategy. Buy the report here.
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LivePerson grant share with artificial intelligence as a theme is 22% in Q4 2023. Grant share is based on the ratio of number of grants to total number of patents.
Recent Patents
Application: Targeted generative ai from merged communication transcripts (Patent ID: US20230410801A1)
The patent filed by LivePerson Inc. describes a system and method for automated transcription and script generation in a two-way communication session involving a non-human bot agent and a human agent. The method involves transferring the session to a human agent following the failure of the bot agent to resolve a customer issue, accessing survey data related to successful issue resolution, processing transcript data to identify language data associated with resolution, and dynamically updating the bot agent using the language data. The system includes memory and processors configured to perform these operations, as well as track successful resolutions in real-time and update the bot agent accordingly.
The method and system outlined in the patent aim to improve customer service interactions by seamlessly transitioning from a non-human bot agent to a human agent when needed, based on the failure to resolve an issue. By analyzing survey data and transcript information, the bot agent can be dynamically updated to better handle similar situations in the future. Real-time tracking of successful resolutions and subsequent communication sessions allows for continuous improvement of the bot agent's capabilities. Additionally, the system can identify cues for language preferences beyond the initial language of the communication session, enhancing the overall customer experience.
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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.
