SOCIAL MEDIA ENGAGEMENT SYSTEM MESSAGE ROUTING AND QUEUING

• US 20120036207A1
• 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:
  US13/018,372
• Publication Number:
  US 20120036207A1
• Time in Patent Office: Days
• US Class Current: 709/206
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 50/01 Social networking

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 message routing, the method comprising:

receiving a message from a social media network;

applying, using a processing device, at least one workflow routing rule to the message; and

routing the message based at least in part on the results of the applied at least one workflow routing rule into one or more message queues wherein the queues are categorized based at least in part on types of messages.

2. The method of claim 1, further comprising searching at least one social media network for messages of interest, and wherein the message was received from the social media network in response to the search for messages of interest.

3. The method of claim 2, wherein applying at least one workflow routing rule to the message comprises applying at least one unauthenticated workflow routing rule to the message.

4. The method of claim 1, wherein the received message comprises message data, the method further comprising filtering at least a portion of the message data out of the workflow, thereby eliminating the filtered message data from routing.

5. The method of claim 1, further comprising:

receiving a plurality of messages from one or more social media networks;

applying at least one workflow routing rule to each of the plurality of messages; and

routing each of the plurality of message based at least in part on the results of the applied at least one workflow routing rule into one or more message queues.

6. The method of claim 5, wherein the received plurality of messages each comprise message data, the method further comprising filtering at least a portion of the message data or the plurality of messages out of the workflow, thereby eliminating the filtered message data or messages from routing.

7. The method of claim 1, wherein receiving a message from a social media network comprises:

communicating with a social media network via an authenticated communication pathway established using an account authorized by the social media network and owned by an account owner; and

retrieving the message from the social media network, the message being associated with an intended recipient, the intended recipient being the account owner.

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

receiving a message from a social media network;

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

routing the message based at least in part on the results of the applied at least one workflow routing rule into one or more message queues wherein the queues are categorized based at least in part on types of messages.

9. The system of claim 8, wherein the processing device is further configured for searching at least one social media network for messages of interest, and wherein the message was received from the social media network in response to the search for messages of interest.

10. The system of claim 9, wherein applying at least one workflow routing rule to the message comprises applying at least one unauthenticated workflow routing rule to the message.

11. The system of claim 8, wherein the received message comprises message data, the processing device further configured for filtering at least a portion of the message data out of the workflow, thereby eliminating the filtered message data from routing.

12. The system of claim 8, wherein the processing device is further configured for:

receiving a plurality of messages from one or more social media networks;

applying at least one workflow routing rule to each of the plurality of messages; and

routing each of the plurality of message based at least in part on the results of the applied at least one workflow routing rule into one or more message queues.

13. The system of claim 12, wherein the received plurality of messages each comprise message data, the processing device further configured for filtering at least a portion of the message data or the plurality of messages out of the workflow, thereby eliminating the filtered message data or messages from routing.

14. The system of claim 8, wherein receiving a message from a social media network comprises:

communicating with a social media network via an authenticated communication pathway established using an account authorized by the social media network and owned by an account owner; and

retrieving the message from the social media network, the message being associated with an intended recipient, the intended recipient being the account owner.

15. A computer program product for message routing, the computer program product comprising a non-transitory computer-readable medium comprising computer-readable instructions, the instructions comprising:

instructions for receiving a message from a social media network;

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

instructions for routing the message based at least in part on the results of the applied at least one workflow routing rule into one or more message queues wherein the queues are categorized based at least in part on types of messages.

16. The computer program product of claim 15, wherein the instructions further comprise searching at least one social media network for messages of interest, and wherein the message was received from the social media network in response to the search for messages of interest.

17. The computer program product of claim 16, wherein the instructions for applying at least one workflow routing rule to the message comprise instructions for applying at least one unauthenticated workflow routing rule to the message.

18. The computer program product of claim 15, wherein the received message comprises message data, the instructions further comprising instructions for filtering at least a portion of the message data out of the workflow, thereby eliminating the filtered message data from routing.

19. The computer program product of claim 15, the instructions further comprising:

instructions for receiving a plurality of messages from one or more social media networks;

instructions for applying at least one workflow routing rule to each of the plurality of messages; and

instructions for routing each of the plurality of message based at least in part on the results of the applied at least one workflow routing rule into one or more message queues.

20. The computer program product of claim 19, wherein the received plurality of messages each comprise message data, the instructions further comprising instructions for filtering at least a portion of the message data or the plurality of messages out of the workflow, thereby eliminating the filtered message data or messages from routing.

21. The computer program product of claim 15, wherein the instructions for receiving a message from a social media network comprise:

instructions for communicating with a social media network via an authenticated communication pathway established using an account authorized by the social media network and owned by an account owner; and

instructions for retrieving the message from the social media network, the message being associated with an intended recipient, the intended recipient being the account owner.

22. A method for message routing, the method comprising:

searching at least one social media network for messages of interest;

receiving a message from a social media network in response to the search for messages of interest;

applying, using a processing device, at least one unauthenticated workflow routing rule to the message; and

routing the message based at least in part on the results of the applied at least one workflow routing rule into one or more message queues wherein the queues are categorized based at least in part on types of messages.

23. The method of claim 22, wherein the received message comprises message data, the method further comprising filtering at least a portion of the message data out of the workflow, thereby eliminating the filtered message data from routing.

24. The method of claim 22, further comprising:

receiving a plurality of messages from one or more social media networks in response to the search for messages of interest;

applying at least one unauthenticated workflow routing rule to each of the plurality of messages; and

routing each of the plurality of message based at least in part on the results of the applied at least one unauthenticated workflow routing rule into one or more message queues.

25. The method of claim 24, wherein the received plurality of messages each comprise message data, the method further comprising filtering at least a portion of the message data or the plurality of messages out of the workflow, thereby eliminating the filtered message data or messages from routing.

26. A method for message routing, the method comprising:

receiving a message from a social media network comprising;

communicating with a social media network via an authenticated communication pathway established using an account authorized by the social media network and owned by an account owner; and

retrieving the message from the social media network, the message being associated with an intended recipient, the intended recipient being the account owner;

applying, using a processing device, at least one workflow routing rule to the message; and

routing the message based at least in part on the results of the applied at least one workflow routing rule into one or more message queues wherein the queues are categorized based at least in part on types of messages.

27. The method of claim 26, wherein the received message comprises message data, the method further comprising filtering at least a portion of the message data out of the workflow, thereby eliminating the filtered message data from routing.

28. The method of claim 26, further comprising:

receiving a plurality of messages from one or more social media networks;

applying at least one workflow routing rule to each of the plurality of messages; and

routing each of the plurality of message based at least in part on the results of the applied at least one workflow routing rule into one or more message queues.

29. The method of claim 28, wherein the received plurality of messages each comprise message data, the method further comprising filtering at least a portion of the message data or the plurality of messages out of the workflow, thereby eliminating the filtered message data or messages from routing.