METHODS AND SYSTEMS FOR MEASURING ENGAGEMENT EFFECTIVENESS IN ELECTRONIC SOCIAL MEDIA
First Claim
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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Abstract
A system and method for measuring engagement effectiveness with respect to a service agent by analyzing a conversation between the agent and a customer in a social media environment. A conversation history between the agent and the customer can be mapped into a multi-resolution space based on different time frames via a mapping module. A polarized topical and sentimental distance between the continuous conversations can be calculated by applying a topic-sentiment mixture model and a divergence theorem onto the conversation history with respect to the time frame. Finally, the polarized topical distances can be aggregated in a time-sensitive way based on a time function and an effectiveness score can be calculated and represented as a weighted pyramid kernel of multiple levels. Such a time-sensitive pyramid kernel function based on the implicit topical and sentimental correspondences between daily conversations enables discriminative evaluation for the agent engagement in a customer care.
122 Citations
20 Claims
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1. A method for measuring engagement effectiveness, said method comprising:
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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. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14)
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15. A system for measuring engagement effectiveness, said system comprising:
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a processor; a data bus coupled to said processor; and a computer-usable medium embodying computer code, said computer-usable medium being coupled to said data bus, said computer program code comprising instructions executable by said processor and configured for; mapping 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 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 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. - View Dependent Claims (16, 17)
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18. A processor-readable non-transitory medium storing code representing instructions to cause a processor to perform a process to measure engagement effectiveness, said code comprising code to:
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map 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; determine 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 aggregate 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. - View Dependent Claims (19, 20)
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Specification