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METHODS AND SYSTEMS FOR MEASURING ENGAGEMENT EFFECTIVENESS IN ELECTRONIC SOCIAL MEDIA

  • US 20130080212A1
  • Filed: 09/26/2011
  • Published: 03/28/2013
  • Est. Priority Date: 09/26/2011
  • Status: Abandoned Application
First Claim
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1. A method for measuring engagement effectiveness, said method comprising:

  • mapping by one or more computers a conversation history in electronic social media between an agent and at least one customer into a multi-resolution space based on a time frame;

    determining by said one or more computers a polarized topical and sentimental distance between continuous conversations by applying a topic-sentiment mixture model and a divergence theorem to said conversation history with respect to said time frame; and

    aggregating by said one or more computers said polarized topical and sentimental distance in a time-sensitive manner based on a time function in order to thereafter calculate an effectiveness score quantifying results of said agent and represent said effectiveness score as a weighted pyramid kernel function of multiple levels wherein said effectiveness score with a high value is indicative of an enhanced engagement performance by said agent and hence a measure of engagement effectiveness of said agent.

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