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 June 2024 was 70%. 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 then checks if the address is on a blacklist or blocklist registry; 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.
Further claims detail the mechanics of the response rate evaluation and the criteria for placing addresses on the respective registries. The response rate is defined as the elapsed time between the question's presentation and the user's answer, with thresholds established based on average human response times. The blacklist registry is designated for addresses associated with content that is permanently discarded, while the blocklist registry is for content that is temporarily dropped. The method also includes provisions for incrementing the response rate counter and assigning addresses to users when necessary, ensuring a systematic approach to managing chatbot-derived feedback and enhancing the quality of data processed by the analysis system.
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