STALKING SOCIAL MEDIA USERS TO MAXIMIZE THE LIKELIHOOD OF IMMEDIATE ENGAGEMENT
First Claim
1. A method for conducting a near real-time interaction between a user on a social media network and a contact center, the method comprising:
- a processor receiving a first message from the social media network;
the processor determining an identity for the user from the first message;
the processor determining if the identity of the user is being stalked; and
if the identity of the user is being stalked, the processor sending an invitation to engage in a communication.
7 Assignments
0 Petitions
Accused Products
Abstract
Methods and the systems allow a contact center to determine the presence, in near real time, of a user on a social media network. The contact center can receive an identity for a user and associate the user identity with one or more other identities, such as, a screen name, an email, or some other identity that may be used on social media networks. The contact center may then review posts to several social media networks, by several people, to determine one of the posts includes an identity of the user. If one of the posts does include the identity of the user, then the contact center may quickly introduce a human agent to the user on that social media network. As such, by “stalking” the social media user, the contact center is able to engage the customer in near real time or real time communications over the social media network.
262 Citations
20 Claims
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1. A method for conducting a near real-time interaction between a user on a social media network and a contact center, the method comprising:
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a processor receiving a first message from the social media network; the processor determining an identity for the user from the first message; the processor determining if the identity of the user is being stalked; and if the identity of the user is being stalked, the processor sending an invitation to engage in a communication. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10)
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11. A computer readable medium having stored thereon instructions that cause a computing system to execute a method for conducting an interaction between a user on a social media network and a contact center, the instructions comprising:
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instructions to receive a first message from a user posting a first message to the social media network; instructions to determine a first identity for the user from the first message; instructions to determine if the first identity of the user is being stalked according to a dialog data structure; instructions to schedule, according to a dialog script in the dialog data structure, the contact center agent to communicate with the user; and instructions to send, according to the dialog script and in near real time, an invitation to engage in the communication with a contact center agent. - View Dependent Claims (12, 13, 14)
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15. 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 receive a first message from the social media network, wherein a user posts the first message to the social media network, and operable to send an invitation to the user; a dialog system in communication with the social media gateway, the dialog system to process the first message, operable to execute a dialog script, wherein the dialog script directs the communication system to stalk the user associated with the first message, in response to executing the dialog script, operable to generate the invitation, and operable to coordinate a communication between the user and a contact center agent; and a contact center in communication with the dialog system, the contact center operable to provide the contact center agent to communicate with the user. - View Dependent Claims (16, 17, 18, 19, 20)
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Specification