Sentiment management system

• US 10,567,580 B1
• Filed: 08/22/2018
• Issued: 02/18/2020
• Est. Priority Date: 08/18/2014
• Status: Active Grant

• Current Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Original Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Inventors: Montenegro, Dennis Emmanuel, Nandanuru, Prasanth, Arln, Pavan Kumar, Yevanna, Yejjala
• Primary Examiner(s): Deane, Jr., William J
• Application Number:
  US16/108,946
• Time in Patent Office: 545 Days
• Field of Search: 37926501-26514, 37926601-2661, 379309
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 2203/558 Databases
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A method of managing customer sentiment includes: monitoring an interaction of a customer with customer interactive media; deriving a sentiment of the customer from the interaction of the customer with the customer interactive media; generating sentiment data for the customer; and updating customer data in a customer database with the sentiment data in real-time.

Claims

1. A method of managing customer sentiment, the method comprising:

selecting a target customer from a plurality of customers;

monitoring an interaction of the target customer with social media using one or more social media accounts associated with the target customer;

deriving sentiment of the customer from the interaction of the customer with the social media;

determining a confidence level of the sentiment of the target customer, wherein the confidence level indicates an accuracy of the derived sentiment;

generating sentiment data for the customer using the derived sentiment;

generating a predictive model for customer service based upon the sentiment and the confidence level;

using the predictive model to suggest possible actions to be taken for the target customer by a customer service operator; and

incorporating the predictive model into the generated sentiment data.

2. The method of claim 1, further comprising:

receiving a request for registering information about the social media; and

storing the information about the social media.

3. The method of claim 2, wherein the information about the social media is at least one selected from a social media address, username, email address, and phone number.

4. The method of claim 1, further comprising verifying an identity of the target customer based upon customer data stored in a customer database.

5. The method of claim 4, wherein verifying the identity of the customer includes determining profile information of the target customer in the social media that matches with the customer data in the customer database.

6. The method of claim 5, wherein the interaction of the target customer with the social media includes at least one social media post generated by the target customer on the social media.

7. The method of claim 1, wherein the interaction of the target customer with the social media includes at least one social media post generated by the target customer on the social media.

8. The method of claim 7, wherein monitoring the interaction of the target customer with the social media includes detecting the social media post relevant to a predetermined service provided for the target customer.

9. The method of claim 8, wherein monitoring the interaction of the target customer with the social media includes determining the target customer'"'"'s interaction that matches a predetermined search parameter.

10. The method of claim 1, wherein monitoring the interaction of the target customer with the social media includes determining the target customer'"'"'s interaction that matches a predetermined search parameter.

11. The method of claim 1, further comprising:

receiving a request of the customer service operator for retrieving data associated with the target customer from a customer database; and

displaying the data including the sentiment to the customer service operator.

12. The method of claim 1, further comprising generating an alert to the customer service operator, the alert including information about the sentiment for the target customer.

13. A system for managing customer sentiment for customer service, the system comprising:

a processing device configured to control a sentiment analysis engine;

a customer database configured to store customer data; and

a computer readable storage device storing software instructions that, when executed by the processing device, cause the sentiment analysis engine to;

select a customer, the customer being influential in a specific industry;

monitor an interaction of the customer with social media using one or more social media accounts associated with the customer;

derive a sentiment of the customer from the interaction of the customer with the social media;

determine a confidence level of the sentiment of the customer, wherein the confidence level indicates an accuracy of the derived sentiment;

generate sentiment data for the customer using the derived sentiment;

generate a predictive model for customer service based upon the sentiment data and the confidence level, the predictive model being configured to suggest possible actions that can be taken for the customer by a customer service agent;

incorporate the predictive model into the generated sentiment data;

receive a request to retrieve the customer data from the customer database upon interaction between the customer and a business; and

display the customer data to the customer service agent, the customer data including the possible actions suggested by the predictive model to be taken by the customer service agent.

14. The system of claim 13, wherein the software instructions further cause the sentiment analysis engine to:

receive a request for registering information about the social media; and

store the information about the social media in the customer database.

15. The system of claim 13, wherein the software instructions further cause the sentiment analysis engine to verify an identity of the customer based upon the customer data stored in the customer database.

16. The system of claim 13, wherein the software instructions further cause the sentiment analysis engine to detect a social media post generated by the customer and relevant to a predetermined service provided for the customer.

17. The system of claim 13, wherein the software instructions further cause the sentiment analysis engine to generate an alert to the customer service agent.

18. The system of claim 17, wherein the alert includes information about the possible actions that can be taken for the customer.