Customer emotional state analysis for optimized financial transactions

• US 10,229,442 B1
• Filed: 12/17/2015
• Issued: 03/12/2019
• Est. Priority Date: 12/17/2015
• Status: Active Grant

• Current Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Original Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Inventors: Moolla, Roohi
• Primary Examiner(s): Civan, Ethan D
• Application Number:
  US14/972,998
• Time in Patent Office: 1,181 Days
• Field of Search: 705 261- 272
• CPC Class Codes: G06N 20/00 Machine learning
• CPC Class Codes: G06Q 30/0204 Market segmentation
• CPC Class Codes: G06Q 30/0611 Request for offers or quotes

Abstract

The innovation disclosed and claimed herein, in one aspect thereof, comprises systems and methods for optimized communications based on a customer emotional state. In aspects of the system and method, a customer social media account is analyzed for past social media posts. Customer emotional states are determined for the past social media posts. The past social media posts are also associated with financial transactions made by the customer such that emotional states are linked to specific financial transactions. The system and method monitor the customer social media account for new social media posts. A new social media post can be detected. An emotional state can be determined for the new social media post. The system and method collect the financial transactions with the same emotional state. The system and method generate an offer for similar products and/or related to the financial transactions. The offer is communicated to the customer.

Claims

1. A method for generating offers based on customer emotional state, comprising:

monitoring a social media account associated with a customer, the social media account having social media datapoints shared by the customer;

determining an emotional state of the customer based on a social media datapoint, the determining the emotional state comprising;

analyzing a social media history of social media datapoints of the social media account;

associating a social media datapoint to a customer emotional state;

analyzing a transaction history associated with the customer, the transaction history including financial transactions and financial transaction data;

matching a financial transaction to a social media datapoint; and

associating the financial transaction with the customer emotional state; and

generating an offer based on the determined emotional state and association to the financial transaction, wherein the offer is tailored to the customer.

2. The method of claim 1, wherein associating the social media datapoint customer emotional state comprises:

accessing a root word dictionary, the root word dictionary having trigger words associated with different customer emotional states;

parsing a social media datapoint for trigger words;

searching a trigger word in the root word dictionary to find the corresponding customer emotional state; and

associating the social media datapoint having the trigger word with the customer emotional state.

3. The method of claim 1, wherein matching the financial transaction to a social media datapoint comprises:

determining a time of the financial transaction;

searching social media datapoints within a frame of the time of the financial transaction;

determining a social media datapoint having at least one emotional indicator; and

associating the social media datapoint with the financial transaction.

4. The method of claim 1, wherein generating the offer comprises:

detecting a new social media datapoint by a customer on the monitored social media account;

determining the customer emotional state of the social media datapoint; and

selecting an offer from a plurality of offers that is known to be associated with the customer emotional state and the financial transaction.

5. The method of claim 1, wherein the offer is one of a marketing communication, a product offer, or transaction offer.

6. The method of claim 1, further comprising:

providing an application to a customer device;

installing the application on the customer device; and

transmitting the offer to the customer device over a transmission server having a memory and a processor such that the application is activated on the customer device and conveys the offer to the customer.

7. The method of claim 1, wherein the social media account is one of a Facebook account, a Twitter account, or LinkedIn account.

8. The system of claim 1, wherein the social media account is one of a Facebook account, a Twitter account, or LinkedIn account.

9. A system for generating offers based on customer emotional state, comprising:

a monitoring component that monitors a social media account associated with a customer, the social media account having social media datapoints shared by the customer;

an emotional state component that determines an emotional state of the customer based on a social media datapoint, the emotional state component configured to;

analyze a social media history of social media datapoints of the social media account; and

associate a social media datapoint to a customer emotional state;

a matching component configured to;

analyze a transaction history associated with the customer, the transaction history including financial transactions and financial transaction data;

match a financial transaction to a social media datapoint; and

associate the financial transaction with the customer emotional state; and

an offer component that generates an offer based on the determined emotional state and the associated financial transaction, wherein the offer is tailored to the customer.

10. The system of claim 9, comprising:

a parsing component configured to;

access a root word dictionary, the root word dictionary having trigger words associated with different customer emotional states;

parse a social media datapoint for trigger words;

search a trigger word in the root word dictionary to find the corresponding customer emotional state; and

associate the social media datapoint having the trigger word with the customer emotional state.

11. The system of claim 9, the offer component is configured to:

determine a time of the financial transaction;

search social media datapoints within a frame of the time of the financial transaction;

determine a social media datapoint having at least one emotional indicator; and

associate the social media datapoint with the financial transaction.

12. The system of claim 11, comprising:

the emotional state component is configured to;

detect a new social media datapoint by a customer on the monitored social media account; and

determine the customer emotional state of the social media datapoint; and

the offer component is configured to select an offer from a plurality of offers that is known to be associated with the customer emotional state and the financial transaction.

13. The system of claim 9, wherein the offer is one of a marketing communication, a product offer, or a transaction offer.

14. The system of claim 9, comprising:

a communication component configured to;

provide an application to a customer device;

install the application on the customer device;

transmit the offer to the customer device over a transmission server having a memory and a processor such that the application is activated on the customer device and conveys the offer to the customer.

15. A non-transitory computer readable medium having instructions to control one or more processors configured to:

monitor a social media account associated with a customer, the social media account having social media datapoints shared by the customer;

analyze a transaction history associated with the customer, the transaction history including financial transactions and financial transaction data;

match a financial transaction to a social media datapoint;

associate the financial transaction with a customer emotional state; and

generate an offer based on the determined emotional state and the associated financial transaction, wherein the offer is tailored to the customer.

16. The non-transitory computer readable medium of claim 15, wherein the one or more processors further configured to:

detect a new social media datapoint by a customer on the monitored social media account;

determine the customer emotional state of the social media datapoint;

select an offer from a plurality of offers that is known to be associated with the customer emotional state and the financial transaction; and

communicate the offer to the customer.