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Sentiment management system

  • US 10,084,913 B2
  • Filed: 08/18/2014
  • Issued: 09/25/2018
  • Est. Priority Date: 08/18/2014
  • Status: Active Grant
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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