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Social media engagement engine

  • US 10,250,548 B2
  • Filed: 08/30/2016
  • Issued: 04/02/2019
  • Est. Priority Date: 08/30/2016
  • Status: Active Grant
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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