METHOD OF AUTOMATIC CUSTOMER SATISFACTION MONITORING THROUGH SOCIAL MEDIA

• US 20110276513A1
• Filed: 05/10/2010
• Published: 11/10/2011
• Est. Priority Date: 05/10/2010
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Matula, Valentine C., Skiba, David, Erhart, George
• Application Number:
  US12/777,031
• Publication Number:
  US 20110276513A1
• Time in Patent Office: Days
• US Class Current: 705/347
• CPC Class Codes: G06F 16/2465 Query processing support for facilitating data mining operations in structured databases
• CPC Class Codes: G06F 16/335 Filtering based on additional data, e.g. user or group profiles filtering in web context G06F16/9535, G06F16/9536
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 30/0282 Rating or review of business operators or products

Abstract

Methods and systems provided herein provide an enterprise with the ability to conduct automated customer feedback surveys. In particular, customer interactions on social media channels are intelligently monitored, aggregated, filtered, and analyzed to determine a customer'"'"'s response to a particular product or service. Since customers are more likely to be truthful regarding their reaction to a product or service on a neutral forum, such as a social media channel, more accurate customer feedback can be obtained in a less intrusive manner than has previously been available.

Claims

1. A method, comprising:

detecting a survey-initiating trigger;

based on the detecting step, identifying one or more publicly-available information sources;

monitoring the identified one or more publicly-available information sources for a predetermined amount of time after the detection of the survey-initiating trigger;

retrieving data from the one or more publicly-available information sources for the predetermined amount of time; and

generating survey results based on the retrieved data.

2. The method of claim 1, wherein the survey-initiating trigger is related to one of a product and service offered by an enterprise, the method further comprising:

creating a filter rule, wherein the filter rule comprises information sufficient to separate data retrieved from the one or more publicly-available information sources into data relevant to the one of a product and service and other non-relevant data;

applying the filter rule to the data retrieved during the predetermined amount of time;

utilizing the data relevant to the one of a product and service to generate the survey results.

3. The method of claim 2, wherein the applying step is performed as the data is retrieved from the one or more publicly-available information sources and wherein the retrieving step is performed as the data becomes publicly-accessible on the one or more publicly-available information sources thereby enabling the generation of real-time survey results.

4. The method of claim 2, wherein the one or more publicly-available information sources comprise one or more social media channels and wherein the retrieving step comprises transmitting a request to the one or more publicly-available information sources asking for the data.

5. The method of claim 4, wherein the request is an http formatted request and is transmitted over the Internet.

6. The method of claim 2, wherein identifying the one or more publicly-available information sources comprises determining a location related to the one of a product and service and identifying a publicly-available information source in proximity to the determined location.

7. The method of claim 2, wherein identifying the one or more publicly-available information sources comprises identifying one or more customers that received the one of a product and service and determining a social media identification for the identified one or more customers, the method further comprising:

incorporating the social media identification into the filter rule.

8. The method of claim 7, wherein the one or more customers received a product and related service, wherein the filter rule comprises information sufficient to separate data retrieved from the one or more publicly-available information sources into product-relevant data and service-relevant data.

9. The method of claim 8, wherein the product-relevant data is used to generate product survey result, and wherein the service-relevant data is used to generate service survey results which are different from the product survey results.

10. The method of claim 1, further comprising:

comparing the survey results to a customer satisfaction threshold;

determining that the survey results are below the customer satisfaction threshold;

generating an automated response based on determining that the survey results are below the customer satisfaction threshold; and

transmitting the automated response back to the one or more publicly-available information sources for public display.

11. A computer readable medium having stored thereon instructions that cause a computing system to execute a method for conducting an automated customer survey, the instructions comprising:

instructions configured to detect a survey-initiating trigger;

instructions configured to identify one or more publicly-available information sources;

instructions configured to monitor the identified one or more publicly-available information sources for a predetermined amount of time after the detection of the survey-initiating trigger;

instructions configured to retrieve data from the one or more publicly-available information sources for the predetermined amount of time; and

instructions configured to generate survey results based on the retrieved data.

12. The method of claim 11, wherein the survey-initiating trigger is related to one of a product and service offered by an enterprise, the instructions further comprising:

a filter rule, wherein the filter rule comprises information sufficient to separate data retrieved from the one or more publicly-available information sources into data relevant to the one of a product and service and other non-relevant data;

instructions configured to apply the filter rule to the data retrieved during the predetermined amount of time;

instructions configured to utilize the data relevant to the one of a product and service to generate the survey results.

13. The method of claim 12, wherein the one or more publicly-available information sources comprise one or more social media channels and wherein the retrieving step comprises transmitting a request to the one or more publicly-available information sources asking for the data.

14. The method of claim 12, wherein identifying the one or more publicly-available information sources comprises identifying one or more customers that received the one of a product and service and determining a social media identification for the identified one or more customers, and wherein the social media identification is incorporated into the filter rule.

15. The method of claim 11, wherein the instructions further comprise:

instructions configured to compare the survey results to a customer satisfaction threshold;

instructions configured to determine that the survey results are below the customer satisfaction threshold;

instructions configured to generate an automated response based on determining that the survey results are below the customer satisfaction threshold; and

instructions configured to transmit the automated response back to the one or more publicly-available information sources for public display.

16. A communication system comprising:

a social media gateway; and

a customer tracker configured to detect a survey-initiating trigger, identify one or more publicly-available information sources and, in response thereto, invoke the social media gateway to monitor the identified one or more publicly-available information sources for a predetermined amount of time after the detection of the survey-initiating trigger and retrieve data therefrom that is used by the customer tracker to generate survey results.

17. The communication system as defined in claim 16, wherein the social media gateway comprises a tracking filter which contains one or more filtering rules containing information sufficient to separate data retrieved from the one or more publicly-available information sources into data relevant to a product or service and non-relevant data and wherein only data relevant to a product or service is provided to the customer tracker.

18. The communication system as defined in claim 17, wherein the customer tracker comprises an interaction tracker configured to utilize the data relevant to a product or service to track customer feedback regarding the product or service.

19. The communication system as defined in claim 18, wherein the customer tracker further comprises a survey generator configured to analyze the customer feedback in real-time and generate real-time survey results for the product or service.

20. The communication system as defined in claim 19, wherein the customer tracker further comprises the ability to generate automated responses when the customer feedback falls below a predefined feedback threshold and wherein the customer tracker comprises response criteria which is used to construct the automated responses.