System and method for providing a social customer care system
US10489866B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Oct 28, 2016 |
| Grant date | Nov 26, 2019 |
| Priority date | — |
| Expiry date | Jan 17, 2038 |
Classification
- Technology area (CPC H)Electricity
- CPC primaryH04L51/52
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
Social customer service and support systems integrated with social media and social networks are disclosed. More particularly, a social customer care platform system is disclosed to allow customer care functions, and in particular to allow customer service agents to identify, prioritize, match and triage customer support requests that may arise through a social network and may be serviced using a social network. It manages and tracks a high-volume of customer interactions and provides for monitoring of Internet social network posts relevant to a business's products or services along with the ability to capture, monitor, filter, make sense of and respond to, in near real-time, tens of thousands of social interactions.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.