METHOD FOR DETERMINING CUSTOMER VALUE AND POTENTIAL FROM SOCIAL MEDIA AND OTHER PUBLIC DATA SOURCES
First Claim
1. A method for the method comprising:
- receiving, by a processor, an identity for a consumer that is a user of a social media network;
retrieving, by the processor, a value score for the consumer based on the identity, wherein the value score is based on information associated with the consumer'"'"'s social media network usage; and
modifying, by the processor, a business interaction with the consumer based on the value score.
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Accused Products
Abstract
A system can determine the value of a customer that uses social media. An enterprise can provide an identity of a customer, identities of customers, or a profile of one or more customers. The enterprise can also provide one or more criteria in which to base the customer value calculation. The criteria can include the number of friends for a social media site, the number posts the user creates, the number of responses to the user'"'"'s postings, the tenor of the user'"'"'s postings, etc. Resources of information, including historic and current activity on social media sites, public resources, and other sources, are examined to provide a score for each criteria. A customer value score may then be generated from the criteria scores. The value score may then be used to modify the interactions of a contact center with the customer.
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Citations
20 Claims
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1. A method for the method comprising:
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receiving, by a processor, an identity for a consumer that is a user of a social media network; retrieving, by the processor, a value score for the consumer based on the identity, wherein the value score is based on information associated with the consumer'"'"'s social media network usage; and modifying, by the processor, a business interaction with the consumer based on the value score. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8)
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9. A computer readable medium having stored thereon processor executable instructions that cause a computing system to execute a method for determining a value for a user of a social media network, the instructions comprising:
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instructions to receive an identity for the user; based on the received identity, instructions to retrieve a dialog data structure associated with calculating a value score; instructions to access at least one social media network; instructions to evaluate at least one parameter, provided in the dialog data structure, associated the social media network; instructions to apply an algorithm, provided in the dialog data structure, to the at least one parameter to obtain at least one criteria score; instructions to apply at least one weight, provided in the dialog data structure, to the at least one criteria score to obtain at least one weighted criteria score; and instructions to calculate the value score from the at least one weighted criteria score. - View Dependent Claims (10, 11, 12, 13, 14, 15, 16)
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17. A communication system comprising:
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a social media gateway in communication with a social media network, the social media gateway operable to obtain criteria information from the social media network; a dialog system in communication with the social media gateway, the dialog system operable to determine a value score for a customer and based on the obtained criteria information and operable to provide the value score; and a contact center in communication with the dialog system, the contact center operable to receive the value score and operable to modify an interaction with the customer based on the value score. - View Dependent Claims (18)
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19. The communication system as defined in claim 19, wherein the dialog core comprises:
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a dialog core operable to analyze the criteria information to determine the value score; and a text processing component operable to evaluate an emotion of a message associated with customer and provide the emotion to the dialog core as criteria information. - View Dependent Claims (20)
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Specification