System for improving user sentiment determination from social media and web site usage data
US11625634B2 · kind B2 · utility
Assignee
Inventors
Key dates
| Filing date | Sep 3, 2021 |
| Grant date | Apr 11, 2023 |
| Priority date | — |
| Expiry date | Oct 16, 2041 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q50/01
- WIPO fieldComputer technology
- WIPO sectorElectrical engineering
Abstract
A method and system for improving analysis of social media and other usage data to determine user sentiments are disclosed. Social media posts are identified as relevant to determining user sentiments regarding a service provider. Posts are analyzed by machine learning algorithms to determine user general sentiments and specific sentiments. User interaction metrics indicating user interaction with service provider web site or application may also be analyzed. Sentiment and interaction determinations may be used with other data to predict likelihood of user attrition for services of the service provider. Sentiment determinations associated with social media posts may further be used to determine priority levels for the posts, including response urgency levels. Determined priority levels may then be used to implement appropriate actions in a timely manner based upon the post urgency.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.