Conversation analysis of asynchronous decentralized media
US9330422B2 · kind B2 · utility
9Cited by
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20Claims
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Key dates
| Filing date | Mar 15, 2013 |
| Grant date | May 3, 2016 |
| Priority date | — |
| Expiry date | Jul 27, 2034 |
Classification
- Technology area (CPC G)Physics
- CPC primaryG06Q10/107
- WIPO fieldIT methods for management
- WIPO sectorElectrical engineering
Abstract
The present disclosure provides a system that allows for the real-time and online monitoring of the exchanges between customers and a CRM team over social media. While crawling all messages exchanged over the social media by customers and CRM team, the system aggregates related messages exchanged between a given customer and the CRM team into a conversation. The system includes a linguistic framework for the analysis of conversations (based on the two linguistic theories of dialog acts and conversation analysis) to label the nature of the messages in a conversation or thread.
Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.