Method and apparatus for analyzing and applying data related to customer interactions with social media

US9536269B2 · kind B2 · utility

Assignee

• 24/7 CUSTOMER, INC. · US

Inventors

• Andrew Chang · Palo Alto, US
• Pallipuram V. Kannan · Los Gatos, US
• Ravi Vijayaraghavan · Bengaluru, IN

Key dates

• Filing date: Jan 13, 2012
• Grant date: Jan 3, 2017
• Expiry date: Mar 18, 2032

Classification

• Technology area (CPC G): Physics
• CPC primary: G06Q30/02
• WIPO field: IT methods for management
• WIPO sector: Electrical engineering

Abstract

Embodiments of the invention provide techniques that quantize community interactions with social media to understand and influence consumer experiences. Embodiments include a customer predictive experience platform. The platform can include an outcome engine configured for information mining and applying rules and analytics to the information, and an ops module configured for providing agent performance management, average handling time analytics, workflow management, and voice of the customer facilities. The platform can also include a chat module, a social media dialog engine, and a solution client configured for effecting predictive self-service, active auto sentiment management and rapid response to counteract negative sentiment, a customer experience ticker, a pre- and post-launch pulse, enhanced brand ambassadors, integration into corporate messaging and marketing, a social media dashboard, and a live portal configured for social media engagement and feedback.