Sentiment management system
First Claim
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1. A method of managing customer sentiment, the method comprising:
- selecting a customer from a plurality of customers, the customer having an influence over a desired industry;
monitoring an interaction of the customer with customer interactive media;
deriving sentiment of the customer from the interaction of the customer with the customer interactive media;
determining a confidence level of the derived sentiment of the customer, wherein the confidence level indicates an accuracy of the derived sentiment;
allowing for manual review and assignment of the derived sentiment;
generating sentiment data for the customer using the sentiment;
updating customer data in a customer database with the sentiment data;
weighting the sentiment data associated with the customer having the influence more highly than other sentiment data for other customers;
generating a predictive model for customer service based upon the sentiment data, the predictive model being configured to suggest possible actions to be taken for the customer; and
incorporating the predictive model into the generated sentiment data;
wherein based on a negative derived sentiment from the sentiment data, the predictive model comprises one or more actions to improve the sentiment of the customer.
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Abstract
A method of managing customer sentiment includes: monitoring an interaction of a customer with customer interactive media; deriving a sentiment of the customer from the interaction of the customer with the customer interactive media; generating sentiment data for the customer; and updating customer data in a customer database with the sentiment data in real-time.
61 Citations
18 Claims
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1. A method of managing customer sentiment, the method comprising:
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selecting a customer from a plurality of customers, the customer having an influence over a desired industry; monitoring an interaction of the customer with customer interactive media; deriving sentiment of the customer from the interaction of the customer with the customer interactive media; determining a confidence level of the derived sentiment of the customer, wherein the confidence level indicates an accuracy of the derived sentiment; allowing for manual review and assignment of the derived sentiment; generating sentiment data for the customer using the sentiment; updating customer data in a customer database with the sentiment data; weighting the sentiment data associated with the customer having the influence more highly than other sentiment data for other customers; generating a predictive model for customer service based upon the sentiment data, the predictive model being configured to suggest possible actions to be taken for the customer; and incorporating the predictive model into the generated sentiment data; wherein based on a negative derived sentiment from the sentiment data, the predictive model comprises one or more actions to improve the sentiment of the customer. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 13)
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12. A system for managing customer sentiment for customer service, the system comprising:
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a processing device configured to control a sentiment analysis engine; a customer database configured to store customer data; and a computer readable storage device storing software instructions that, when executed by the processing device, cause the sentiment analysis engine to; select a customer, the customer being influential in a specific industry; monitor an interaction of a customer with customer interactive media; derive a derived sentiment of the customer from the interaction of the customer with the customer interactive media; determine a confidence level of the derived sentiment of the customer, wherein the confidence level indicates an accuracy of the derived sentiment; allow for manual review and assignment of the derived sentiment; generate sentiment data for the customer using the derived sentiment; weight the sentiment data for the customer more highly than other sentiment data for other customers; update customer data in the customer database with the sentiment data; generate a predictive model for customer service based upon the sentiment data, the predictive model being configured to suggest possible actions that can be taken for the customer, wherein, based on a negative derived sentiment from the sentiment data, the predictive model comprises one or more actions to improve the derived sentiment of the customer; incorporate the predictive model into the generated sentiment data; receive a request to retrieve the customer data upon the customer visiting a place of business; and display the customer data to a service employee so that the service employee can take the one or more actions when interacting with the customer at the place of business. - View Dependent Claims (14, 15, 16, 17, 18)
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Specification