UserTesting Secures U.S. Patent for AI-Powered Custom Intent Labels, Enhancing Customer Experience Personalization

UserTesting, a leading provider of human insights for enterprises, has been awarded U.S. Patent No. 12,242,515 B2 for its groundbreaking AI-powered intent customization technology. This innovation enhances the company’s Custom Insights capabilities—originally launched in April 2022—by enabling businesses to tailor AI-generated insights to their industry-specific terminology, making customer insights more precise, scalable, and actionable.

Traditional AI-driven research tools often rely on fixed vocabularies, limiting their ability to accurately interpret industry-specific terms. UserTesting’s patented approach solves this challenge by dynamically adjusting AI intent labels to align with an organization’s unique language while maintaining global data consistency. For example, “king” may refer to a mattress size for Serta, whereas for The Wall Street Journal, it could signify a historical figure or corporate leader. By automatically adapting to industry-specific terminology, UserTesting ensures insights remain relevant, accurate, and highly actionable.

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Advancing Custom Insights with AI

This patent further strengthens UserTesting’s Custom Insights feature, empowering businesses to refine auto-generated insights using their own terminology. Leveraging machine learning, this innovation enables organizations to:

• Extract more relevant insights by aligning AI-generated analysis with industry-specific language.
• Foster consistency across teams by establishing a unified research vocabulary.
• Speed up decision-making by making key moments in video feedback easier to identify and analyze.

“Handling the tedious parts of your job and increasing the speed to insight is one of the best uses of AI,” said Ranjitha Kumar, Chief Scientist at UserTesting. “Every company thinks and talks about CX in their own unique way; this technology lets UserTesting take just a few labeled examples of your digital interactions, and generalize them across everything your users do. Suddenly, you can learn things about your customers’ experiences that you didn’t even know you were looking for.”