Social media engagement engine
First Claim
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1. A method of social media engagement, comprising:
- receiving a social media message from a person via a social media data connector;
generating processed data by analyzing the social media message, the generating comprising;
extracting data from the social media message,determining an importance level of the person, andenriching the extracted data with the determined importance level of the person,determining, by a rule engine based on the processed data including the determined importance level of the person, whether an engagement is to be manually or automatically conducted with the person;
in response to determining the engagement is to be manually conducted, invoking a response from an agent via an engagement workbench;
in response to determining the engagement is to be automatically conducted, automatically generating the response based on information extracted from an application system; and
transmitting the invoked or generated response to the social media data connector;
wherein at least one predefined rule executed by the rules engine (i) identifies which agent or group of agents to take action in response to the social media message, (ii) what action the identified agent should take, (ii) what information to extract from an external application system.
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Abstract
Described herein is a social media engagement engine. In accordance with another aspect of the framework, a social media message from a person (e.g., customer, prospect) is received via a social media data connector plugged into a social media interface. The social media message may be analyzed to generate processed data. At least one predefined rule is identified based on the processed data. The framework then facilitates engagement with the person according to the predefined rule.
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17 Claims
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1. A method of social media engagement, comprising:
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receiving a social media message from a person via a social media data connector; generating processed data by analyzing the social media message, the generating comprising; extracting data from the social media message, determining an importance level of the person, and enriching the extracted data with the determined importance level of the person, determining, by a rule engine based on the processed data including the determined importance level of the person, whether an engagement is to be manually or automatically conducted with the person; in response to determining the engagement is to be manually conducted, invoking a response from an agent via an engagement workbench; in response to determining the engagement is to be automatically conducted, automatically generating the response based on information extracted from an application system; and transmitting the invoked or generated response to the social media data connector; wherein at least one predefined rule executed by the rules engine (i) identifies which agent or group of agents to take action in response to the social media message, (ii) what action the identified agent should take, (ii) what information to extract from an external application system. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. One or more non-transitory computer-readable media having stored thereon program code, the program code executable by one or more computers to perform operations comprising:
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receiving a social media message from a person via a social media data connector plugged into a social media interface; generating processed data by analyzing the social media message, the generating comprising; extracting data from the social media message, determining a sentiment of the person, and enriching the extracted data with the determined sentiment of the person; identifying at least one predefined rule based on the processed data including the determined sentiment of the person, the at least one predefined rule identifying which agent to interact with the person, what action such agent should take, and what information to extract from an external application system; and facilitating engagement with the person according to the predefined rule and the associated information extracted from the external application system. - View Dependent Claims (11, 12, 13, 14, 15, 16)
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17. A cloud system, comprising:
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one or more computers; and a non-transitory computer-readable media coupled to the one or more computers and storing machine-executable program code thereon which, when executed by the one or more cloud computers, cause the one or more computers to perform operations comprising; receiving a social media message from a person via a social media data connector plugged into a social media interface, generating processed data by analyzing the social media message, the analyzing comprising determining at least one of;
an importance level of the person or a sentiment of the person,identifying at least one predefined rule based on the processed data including the determined importance level of the person and sentiment of the person, extracting, via an application connector and in response to the identification of the at least one predefined rule, additional information from an application system, the application system collecting, storing and processing information relevant to customers or prospects of an organization, and facilitating engagement with the person according to the predefined rule and using the extracted additional information, the engagement including providing the extracted additional information in a graphical user interface displayed to an agent and invoking a response from the agent via an engagement workbench or automatically generating the response based on information extracted from an application system.
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Specification