American Express has patented a system that uses interaction data from various services to determine user intent across multiple communication channels. The system organizes data, applies it to a trained intent model, and notifies services for consistent user interactions. GlobalData’s report on American Express gives a 360-degree view of the company including its patenting strategy. Buy the report here.

According to GlobalData’s company profile on American Express, Payment actuated vending was a key innovation area identified from patents. American Express's grant share as of February 2024 was 52%. Grant share is based on the ratio of number of grants to total number of patents.

Predicting user intent across multiple communication channels

Source: United States Patent and Trademark Office (USPTO). Credit: American Express Co

A recently granted patent (Publication Number: US11930054B2) discloses a system that involves a computing device with a processor and memory, along with machine-readable instructions stored in the memory. These instructions enable the device to receive intent requests from various services, collect interaction data from multiple communication channels, translate data formats to comply with a predefined schema, apply the organized data to a trained intent model, determine user intent, and notify services accordingly. The system aims to enhance user interactions by analyzing data from different channels and providing insights to improve service delivery based on user intent.

Furthermore, the patent includes a method and a computer-readable medium that follow a similar approach of translating interaction data formats, determining user intent using a trained model, and modifying outreach strategies based on the identified intent. The method involves organizing interaction data, training the intent model with historical data, and adjusting scheduled outreach messages to align with user intent. The computer-readable medium executes instructions to engage in interaction sessions, determine user intent, generate user interfaces reflecting the identified intent, and collect real-time data for model input. Overall, the patent focuses on leveraging data from various communication channels to enhance user experiences, tailor outreach strategies, and improve service delivery across different platforms like web services, chat services, phone services, email services, and text services.

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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.