Public non-company controlled social forum response method

• US 10,475,042 B2
• Filed: 05/08/2014
• Issued: 11/12/2019
• Est. Priority Date: 05/08/2014
• Status: Active Grant

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Skiba, David, Finney, Peter, Maher, Andrew
• Primary Examiner(s): Gills, Kurtis
• Application Number:
  US14/273,255
• Publication Number:
  US 20150324805A1
• Time in Patent Office: 2,014 Days
• CPC Class Codes: G06Q 10/06311 Scheduling, planning or task assignment for a person or group
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: G06Q 50/01 Social networking

Abstract

Users may post issues and questions on public social media websites and other public forums. A business or product of the business may be the subject of the post. With a properly trained system the business can determined if another community member is likely provide and accurate, sufficient, and timely response to the post. If so, the business can avoid allocating resources to respond to such posts. However, if it is determined that an appropriate response is not likely, or not likely within an acceptable timeframe, the business may notify an agent to provide an appropriate response. As a benefit, the business may leverage a community of knowledgeable users to provide assistance to other users and thereby not expend resources unnecessarily.

Claims

1. A method, comprising:

accessing, by a server comprising at least one processor and a network interface, a social media website operable to receive and host posts from a community of users;

selecting, by the server, a post from the social media website that solicits a response and wherein the post is associated with a company;

estimating, by the server, a time to receive a sufficient response to the post by a member of the community of users, the community of users being devoid of contact center agents working on behalf of the company, from at least one prior post, having a similar subject matter, until at least one sufficient prior response was received;

upon the estimated time to receive a sufficient response being greater than a previously determined acceptable time, routing, by the server via the network interface, the post to a contact center agent to provide the sufficient response to the post on behalf of a company that is not included in the community of users; and

upon the estimated time to receive the sufficient response not being greater than a previously determined time, omitting routing the post to the contact center agent.

2. The method of claim 1, further comprising:

upon, the server determining, the estimated time to receive a sufficient response is not greater than the previously determined acceptable time;

monitoring, by the server, the social media website; and

upon the server determining that a period of time since the post was posted has lapsed and no sufficient response to the post has been posted, routing the post to the contact center agent to respond to the post.

3. The method of claim 2, wherein the period of time is the estimated time to receive a sufficient response.

4. The method of claim 1, wherein the step of estimating the time to receive a sufficient response, further comprises:

determining, by the server, at least one attribute of the post;

accessing, by the server, a database having a number of records of the at least one attribute and a response time for which a historical post having the at least one attribute received a sufficient response from the member of the community of users; and

determining, by the server, a representative response time in accord with the historical post.

5. The method of claim 4, wherein the step of determining the representative response time for the post further comprises normalizing the representative response time by applying an adjustment factor comprising, at least one of, the number of records, the time of day of the post, the day of the post, the time of day the post was accessed, the day the post was identified, the number of the at least one attributes, the identity of the post creator, the alias of the post creator, the geographic origin of the post, the subject of the post, the sentiment of the post, keywords importance, the identity of the social media website, the number of endorsements of the post, the length of the post, media of at least a portion of the post, and the number of comments from the community of users to the post.

6. The method of claim 4, wherein the step of determining at least one attribute of the post, further comprises, selecting at least one of, the time of day of the post, the day of the post, the time of day the post was identified, the day the post was identified, the identity of the post creator, the alias of the post creator, the geographic origin of the post, the IP address of the post creator, the subject of the post, the sentiment of the post, keyword, the identity of the social media website, the number of endorsements of the post, the length of the post, media of at least a portion of the post, and the number of comments from the community of users to the post.

7. The method of claim 1, further comprising:

waiting the estimated time to receive the sufficient response;

upon identifying, by the server, at least one reply to the post as not a sufficient response, modifying the estimated time to receive the sufficient response; and

upon the adjusted estimated time to receive the sufficient response passing without receiving the sufficient response, performing, by the server, the step of routing the post to the content center agent.

8. The method of claim 1, wherein the sufficient response, further comprises a response to the post that is, at least one of, followed by another post from the post creating expressing gratitude, followed by another post from the post creating expressing sufficiency, a number of endorsements by the community of users indicating sufficiency, and a lack of subsequent posts critical of the response.

9. The method of claim 1, further comprising:

monitoring, by the server, the social media website;

upon determining, by the server, that a sufficient response to the post has been posted, analyzing the sufficient response with respect to at least one post attribute; and

at least one of storing or updating a database record comprising the at least one post attribute and associated response time.

10. A system, comprising:

a network interface;

a work queue of an agent of a contact center;

a processor; and

wherein the processor is operable to access via the network interface a social media website operable to receive and host posts from a community of users, the community of users being devoid of contact center agents working on behalf of a company, select a post from the social media website that is soliciting a response and is associated with the company, estimate the time to receive a sufficient response to the post by a member of the community of users from at least one prior post, having a similar subject matter, until at least one sufficient prior response was received, and upon the estimated time to receive a sufficient response being greater than a previously determined acceptable time, route the post via the network interface to the work queue of a contact center agent to provide the sufficient response to the post on behalf of a company that is not included in the community of users.

11. The system of claim 10, further comprising:

a database, having a number of records of the at least one attribute and a response time for which a historical post having the at least one attribute received a sufficient response from the member of the community of users; and

wherein the processor, is operable to perform the step of estimating the time to receive the sufficient response, by being operable to determine at least one attribute of the post, access the database, and determining a representative response time for the post in accord with the historical post.

12. A system comprising:

means for accessing a social media website operable to receive and host posts from a community of users;

means for selecting a post from the social media website that is soliciting a response and wherein the post is associated with a company;

means for estimating the time to receive a sufficient response to the post by a member of the community of users, the community of users being devoid of contact center agents working on behalf of the company, from at least one prior post, having a similar subject matter, until at least one sufficient prior response was received;

upon the estimated time to receive a sufficient response being greater than a previously determined acceptable time, means for routing the post to a contact center agent to provide the sufficient response to the post on behalf of a company that is not included in the community of users; and

upon the estimated time to receive the sufficient response not being greater than a previously determined time, omitting routing the post to the contact center agent.

13. The system of claim 12, further comprising:

upon the means for estimating the time to receive a sufficient response being estimated as not being greater than the previously determined acceptable time, the system further comprises;

means for monitoring the social media website; and

upon determining that a period of time since the post was posted has lapsed and no sufficient response to the post has been posted, means for routing the post to the contact center agent to respond to the post.

14. The system of claim 13, wherein the period of time is the estimated time to receive a sufficient response.

15. The system of claim 12, further comprising:

means for determining at least one attribute of the post;

means for accessing a database having a number of records of the at least one attribute and a response time for which a historical post having the at least one attribute received a sufficient response from a member of the community of users; and

means for determining a representative response time for the post in accord with the historical post.

16. The system of claim 15, wherein the means for determining the representative response time for the post further comprises means for normalizing, as the determined representative response time for further posts, the representative response time by applying an adjustment factor comprising, at least one of, the number of records, the time of day of the post, the day of the post, the time of day the post was identified, the day the post was identified, the number of the at least one attributes, the identity of the post creator, the alias of the post creator, the geographic origin of the post, the subject of the post, the sentiment of the post, keywords importance, the identity of the social media website, the number of endorsements of the post, the length of the post, media of at least a portion of the post, and the number of comments from the community of users to the post.

17. The system of claim 15, wherein the means for determining the at least one attribute of the post, further comprises, means for selecting as the determined at least one attribute at least one of, the time of day of the post, the day of the post, the time of day the post was undefined, the day the post was identified, the identity of the post creator, the alias of the post creator, the geographic origin of the post, the IP address of the post creator, the subject of the post, the sentiment of the post, keyword, the identity of the social media website, the number of endorsements of the post, the length of the post, media of at least a portion of the post, and the number of comments from the community of users to the post.

18. The system of claim 12, further comprising:

means for waiting the estimated time to receive the sufficient response;

upon identifying at least one reply to the post as not a sufficient response, means for modifying the estimated time to receive the sufficient response; and

upon the adjusted estimated time to receive the sufficient response passing without receiving the sufficient response, means for performing the step of routing the post to the content center agent.

19. The system of claim 12, wherein the sufficient response, is determined by means for determining that a response to the post that is, at least one of, followed by another post from the post creating expressing gratitude, followed by another post from the post creating expressing sufficiency, a number of endorsements by the community of users indicating sufficiency, and a lack of subsequent posts critical of the response.

20. The system of claim 12, further comprising:

means for monitoring the social media website;

upon determining that a sufficient response to the post has been posted, means for analyzing the sufficient response with respect to at least one post attribute; and

means for at least one of storing or updating a database record comprising the at least one post attribute and associated response time.