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

SAN FRANCISCO, CA. – Mar. 19, 2025 – UserTesting, the leading provider of human insights for the enterprise, has been granted U.S. Patent No. 12,242,515 B2, recognizing its innovative AI-powered intent customization technology. This breakthrough enhances UserTesting’s Custom Insights capabilities, first introduced in April 2022, by enabling organizations to adapt AI-generated insights to their industry-specific terminology—making customer insights more precise, scalable, and actionable.

Insights are only as valuable as their context, yet traditional AI-driven research tools rely on fixed vocabularies, limiting their ability to interpret industry-specific terms. UserTesting’s patented approach dynamically adjusts AI intent labels to align with an organization's unique language—without compromising global data consistency. For example, "king" may refer to a mattress size for Serta, while for The Wall Street Journal, it could mean a historical figure or corporate leader. By automatically adapting to industry-specific terminology, UserTesting ensures insights are precise, relevant, and actionable.

Strengthening Custom Insights with AI

This patent builds upon UserTesting’s Custom Insights feature, which empowers organizations to refine auto-generated insights using their own terminology. Powered by machine learning, this innovation allows businesses to:

• Surface more relevant insights by aligning AI with industry-specific language.
• Ensure consistency across teams by establishing a shared language for experience research.
• Accelerate 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.”