SOCIAL MEDIA ENGAGEMENT SYSTEM ROUTING AND MESSAGE ASSOCIATION

• US 20120036201A1
• Filed: 01/31/2011
• Published: 02/09/2012
• Est. Priority Date: 08/09/2010
• Status: Abandoned Application

• Current Assignee: Bank of America Corp.
• Original Assignee: Bank of America Corp.
• Inventors: Cole, Kevin T., Knapp, David Scott
• Application Number:
  US13/018,327
• Publication Number:
  US 20120036201A1
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: H04L 51/42 Mailbox-related aspects, e.g. synchronisation of mailboxes
• CPC Class Codes: H04L 51/52 for supporting social networking services
• CPC Class Codes: H04L 51/56 Unified messaging, e.g. interactions between e-mail, instant messaging or converged IP messaging [CPM]

Abstract

A social media engagement system is configured for aggregating a plurality of messages originating from a plurality of social media networks, routing each of the plurality of messages based on predetermined workflow rules into a plurality of queues wherein the queues are categorized based at least in part on types of messages, providing the queues for further processing, thereby resulting in one or more responses, and outputting the one or more responses to one or more of the plurality of social media networks. In some embodiments, the system is further configured for reviewing the data to determine whether any of the data indicates an engagement opportunity and associating some or all the data with a contact record and/or an existing case and/or a new case. In some embodiments, the system tracks influence, and in some embodiments, a console provides vision into various information provided by the system.

Claims

1. A method for processing a message, the method comprising:

receiving a message from a social media network;

applying, using a processing device, association logic to the message;

associating the message with at least one of a contact or a case based at least in part on the results of the applied association logic;

applying at least one workflow routing rule to the message; and

forwarding the message to at least one queue based at least in part on the results of the applied at least one workflow routing rule.

2. The method of claim 1, wherein applying association logic to the message comprises applying contact association logic to the message and associating the message with at least one contact based on the applied contact association logic.

3. The method of claim 1, wherein applying association logic to the message comprises applying case association logic to the message and associating the message with at least one case based on the applied case association logic.

4. The method of claim 3, wherein the associated case comprises an open case or a recently closed case.

5. The method of claim 3, further comprising creating a new case and associating the message with the new case.

6. The method of claim 1, wherein the message is associated with a contact and wherein associating the message with at least a contact or a case comprises associating the message with a contact record based at least in part on the contact associated with the message.

7. The method of claim 3, wherein the message is associated with a contact and wherein associating the message with at least a contact or a case comprises associating the message with a contact record based at least in part on the contact associated with the message.

8. A system for processing a message, the system comprising a processing device configured for:

receiving a message from a social media network;

applying association logic to the message;

associating the message with at least one of a contact or a case based at least in part on the results of the applied association logic;

applying at least one workflow routing rule to the message; and

forwarding the message to at least one queue based at least in part on the results of the applied at least one workflow routing rule.

9. The system of claim 8, wherein applying association logic to the message comprises applying contact association logic to the message and associating the message with at least one contact based on the results of the applied contact association logic.

10. The system of claim 8, wherein applying association logic to the message comprises applying case association logic to the message and associating the message with at least one case based on the results of the applied case association logic.

11. The system of claim 10, wherein the associated case comprises an open case or a recently closed case.

12. The system of claim 10, wherein the processing device is further configured for creating a new case and associating the message with the new case.

13. The system of claim 8, wherein the message is associated with a contact and wherein associating the message with at least a contact or a case comprises associating the message with a contact record based at least in part on the contact associated with the message.

14. The system of claim 10, wherein the message is associated with a contact and wherein associating the message with at least a contact or a case comprises associating the message with a contact record based at least in part on the contact associated with the message.

15. A computer program product for processing a message, the computer program product comprising a non-transient computer-readable memory comprising computer-readable instructions, the instructions comprising:

instructions for receiving a message from a social media network;

instructions for applying association logic to the message;

instructions for associating the message with at least one of a contact or a case based at least in part on the results of the applied association logic;

instructions for applying at least one workflow routing rule to the message; and

instructions for forwarding the message to at least one queue based at least in part on the results of the applied at least one workflow routing rule.

16. The computer program product of claim 15, wherein the instructions for applying association logic to the message comprise instructions for applying contact association logic to the message and instructions for associating the message with at least one contact based on the applied contact association logic.

17. The computer program product of claim 15, wherein the instructions for applying association logic to the message comprise instructions for applying case association logic to the message and instructions for associating the message with at least one case based on the applied case association logic.

18. The computer program product of claim 17, wherein the associated case comprises an open case or a recently closed case.

19. The computer program product of claim 17, wherein the instructions further comprise creating a new case and associating the message with the new case.

20. The computer program product of claim 15, wherein the message is associated with a contact and wherein the instructions for associating the message with at least a contact or a case comprise instructions for associating the message with a contact record based at least in part on the contact associated with the message.

21. The computer program product of claim 17, wherein the message is associated with a contact and wherein the instructions for associating the message with at least a contact or a case comprise instructions for associating the message with a contact record based at least in part on the contact associated with the message.

22. A method for processing a message, the method comprising:

receiving a message from a social media network;

applying, using a processing device, association logic to the message comprising;

applying contact association logic to the message,

associating the message with at least one contact based on the applied contact association logic,

applying case association logic to the message, and

associating the message with at least one case based on the applied case association logic;

associating the message with at least one of a contact or a case based at least in part on the results of the applied association logic;

applying at least one workflow routing rule to the message; and

forwarding the message to at least one queue based at least in part on the results of the applied at least one workflow routing rule.

23. The method of claim 22, wherein the associated case comprises an open case or a recently closed case.

24. The method of claim 22, further comprising creating a new case and associating the message with the new case.

25. A system for processing a message, the system comprising a processing device configured for:

receiving a message from a social media network;

applying association logic to the message comprising;

applying contact association logic to the message,

associating the message with at least one contact based on the applied contact association logic,

applying case association logic to the message, and

associating the message with at least one case based on the applied case association logic;

associating the message with at least one of a contact or a case based at least in part on the results of the applied association logic;

applying at least one workflow routing rule to the message; and

forwarding the message to at least one queue based at least in part on the results of the applied at least one workflow routing rule.

26. The system of claim 25, wherein the associated case comprises an open case or a recently closed case.

27. The system of claim 25, wherein the processing device is further configured for creating a new case and associating the message with the new case.