VALIDATING CUSTOMER COMPLAINTS BASED ON SOCIAL MEDIA POSTINGS

• US 20130035983A1
• Filed: 10/05/2012
• Published: 02/07/2013
• Est. Priority Date: 10/02/2012
• Status: Abandoned Application

• Current Assignee: Toyota Motor Sales USA, Inc. (Toyota Motor Corporation)
• Original Assignee: Toyota Motor Sales USA, Inc. (Toyota Motor Corporation)
• Inventors: Kursar, Brian, Gopinath, Jayadev
• Application Number:
  US13/646,548
• Publication Number:
  US 20130035983A1
• Time in Patent Office: Days
• US Class Current: 705/7.29
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0202 Market predictions or forecasting for commercial activities
• CPC Class Codes: G06Q 30/0205 Location or geographical consideration
• CPC Class Codes: G06Q 50/01 Social networking

Abstract

A system may validate customer complaints about products. The system may include a computer data processing system configured to: query a computer system for social media postings made in a social media network system about the products; determine how widespread each complaint is based on the results of the query; and store information indicative of the determination.

Claims

1. A system for validating customer complaints about products, comprising a computer data processing system configured to:

query a computer system for social media postings made in a social media network system about the products;

determine how widespread each complaint is based on the results of the query; and

store information indicative of the determination.

2. The system for validating customer complaints of claim 1 wherein the computer data processing system is configured to tag each social media posting that contains information relevant to how widespread a complaint is.

3. The system for validating customer complaints of claim 1 wherein the computer data processing system is configured to query the computer system for social media postings about each product by querying the computer system for social media postings that include one or more keywords indicative of the product.

4. The system for validating customer complaints of claim 3 wherein the computer data processing system is configured to determine how widespread each complaint about each product is by querying the results of the query for keywords indicative of each complaint.

5. The system for validating customer complaints of claim 1 wherein the computer data processing system is configured to:

determine a location of the author of each of the social media postings about a product;

determine how widespread each complaint is at each of multiple locations based on the results of the query and the location determinations; and

store information indicative of how widespread each complaint is at each of the multiple locations.

6. The system for validating customer complaints of claim 5 wherein the computer data processing system is configured to determine a location of the author of each of the social media postings about a product based on a geocode associated with each of the social media postings.

7. The system for validating customer complaints of claim 1 wherein the computer data processing system is configured to:

identify each social media posting that contains information indicative of a positive or negative sentiment about one of the products; and

determine how widespread each complaint is based at least in part on the identified sentiments.

8. The system for validating customer complaints of claim 1 wherein:

each social media postings is associated with a creation date; and

the computer data processing system is configured to determine how widespread each complaint is based on the creation dates.

9. A non-transitory, tangible, computer-readable storage medium containing a program of instructions configured to cause a computer data processing system running the program of instructions to validate customer complaints about products and, in particular, to:

query a computer system for social media postings made in a social media network system about the products;

determine how widespread each complaint is based on the results of the query; and

store information indicative of the determination.

10. The storage medium of claim 9 wherein the program of instructions is configured to cause the computer data processing system to tag each social media posting that contains information relevant to how widespread a complaint is.

11. The storage medium of claim 9 wherein the program of instructions is configured to cause the computer data processing system to query the computer system for social media postings about each product by querying the computer system for social media postings that include one or more keywords indicative of the product.

12. The storage medium of claim 11 wherein the program of instructions is configured to cause the computer data processing system to determine how widespread each complaint about each product is by querying the results of the query for keywords indicative of each complaint.

13. The storage medium of claim 9 wherein the program of instructions is configured to cause the computer data processing system to:

determine a location of the author of each of the social media postings about a product;

determine how widespread each complaint is at each of multiple locations based on the results of the query and the location determinations; and

store information indicative of how widespread each complaint is at each of the multiple locations.

14. The storage medium of claim 13 wherein the program of instructions is configured to cause the computer data processing system to determine a location of the author of each of the social media postings about a product based on a geocode associated with each of the social media postings.

15. The storage medium of claim 9 wherein the program of instructions is configured to cause the computer data processing system to:

identify each social media posting that contains information indicative of a positive or negative sentiment about one of the products; and

determine how widespread each complaint is based at least in part on the identified sentiments.

16. The storage medium of claim 9 wherein:

each social media postings is associated with a creation date; and

the program of instructions is configured to cause the computer data processing system to determine how widespread each complaint is based on the creation dates.