IDENTIFYING INDIVIDUAL INTENTIONS AND DETERMINING RESPONSES TO INDIVIDUAL INTENTIONS

• US 20130179440A1
• Filed: 01/10/2012
• Published: 07/11/2013
• Est. Priority Date: 01/10/2012
• Status: Active Grant

• Current Assignee: Oracle OTC Subsidiary LLC (Oracle Corporation)
• Original Assignee: Oracle OTC Subsidiary LLC (Oracle Corporation)
• Inventors: GORDON, Merlyn
• Granted Patent: US 9,547,832 B2
• Time in Patent Office: Days
• US Class Current: 707/731
• CPC Class Codes: G06Q 10/06 Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising

Abstract

Systems and methods automatically determine responses to intention-focused content based on semantic analysis, natural language analysis, token analysis, social network analysis and influence ratings. The systems and methods identify relevant queries for product support, purchase or advocacy from multiple communications channels and further separate the high-value conversations and individuals from the low value conversations and individuals in an efficient manner. Described herein is a system and method to use the identification of important individuals and the context of their conversations to appropriately route content items and messages and subsequent responses in such a way as to allow an efficient interaction to occur.

Claims

1. A method for execution by one or more processors, the method comprising:

receiving a content item from a communication channel;

determining, utilizing the one or more processors, intent of an individual providing the content item with respect to an event, product or service identified in the content item; and

determining an action in accordance with the determined intent.

2. The method of claim 1, wherein determining intent includes identifying a topic of interest in the content item.

3. The method of claim 1, wherein determining intent includes identifying an indication of attendance in the content item.

4. The method of claim 1, wherein determining intent includes identifying an indication of a date or location for an event in the content item.

5. The method of claim 1, wherein determining intent includes identifying an indication of a purchase in the content item.

6. The method of claim 1, and further comprising identifying committing language in the content item.

7. The method of claim 1, and further comprising assessing a social impact of an individual providing the content item.

8. The method of claim 1, and further comprising identifying conflicting language or conflicting sentiment in the content item.

9. The method of claim 1, and further comprising assessing a commitment magnitude in accordance with the content item.

10. The method of claim 1, wherein determining an action includes one or more of sending a marketing communication to an individual providing the content item, adjust a set of sales parameters, update service information, pushing at least a portion of the content item to an alternate system, generating an automated response, issue a response in a same channel as a receiving channel for the content item, or selecting a different channel from the receiving channel for a issuing a response.

11. A system comprising:

one or more processors;

a content monitor executable by the one or more processors and configured to receive a content item from one or more of a plurality of communication channels and to determine if the content item is to be processed further;

an analysis engine executable by the one or more processors and configured to receive the content item from the content monitor and to determine intent of an individual providing the content item with respect to an event, product or service identified in the content item; and

a workflow engine executable by the one or more processors and configured to determine an action in accordance with the intent.

12. The system of claim 11, wherein the analysis engine is further configured to identify a topic of interest in the content item.

13. The system of claim 11, wherein the analysis engine is further configured to identify an indication of attendance in the content item.

14. The system of claim 11, wherein the analysis engine is further configured to identify an indication of a date or location for an event in the content item.

15. The system of claim 11, wherein the analysis engine is further configured to identify an indication of a purchase in the content item.

16. The system of claim 11, wherein the analysis engine is further configured to identify committing language in the content item.

17. The system of claim 11, wherein the analysis engine is further configured to assess a social impact of an individual providing the content item.

18. The system of claim 11, wherein the analysis engine is further configured to identify conflicting language or conflicting sentiment in the content item.

19. The system of claim 11, wherein the analysis engine is further configured to assess a commitment magnitude in accordance with the content item.

20. The system of claim 11, wherein the communication channel includes one or more of an electronic mail system, a social networking service, an audio channel, an RSS feed, a Twitter feed, a web site, or an Application Program Interface to a system.

21. A non-transitory machine-readable medium having computer-executable instructions stored thereon that when executed, causes one or more processors to perform operations comprising:

receiving a content item from a communication channel;

determining, utilizing the one or more processors, intent of an individual providing the content item with respect to an event, product or service identified in the content item; and

determining an action in accordance with the determined intent.

22. A non-transitory machine-readable medium of claim 21 including wherein determining intent includes at least one of the following steps:

identifying a topic of interest in the content item;

identifying an indication of attendance in the content item;

identifying an indication of a date or location for an event in the content item; and

identifying an indication of a purchase in the content item.

23. A non-transitory machine-readable medium of claim 21 includes at least one of the following steps:

identifying committing language in the content item;

assessing a social impact of an individual providing the content item;

identifying conflicting language or conflicting sentiment in the content item; and

assessing a commitment magnitude in accordance with the content item.

24. A non-transitory machine-readable medium of claim 21 includes at least one of the following steps:

identifying a topic of interest in the content item;

identifying an indication of attendance in the content item;

identifying an indication of a date or location for an event in the content item;

identifying an indication of a purchase in the content item;

identifying committing language in the content item;

assessing a social impact of an individual providing the content item;

identifying conflicting language or conflicting sentiment in the content item; and

assessing a commitment magnitude in accordance with the content item.

25. The non-transitory machine-readable medium of claim 21, wherein determining an action includes one or more of sending a marketing communication to an individual providing the content item, adjust a set of sales parameters, update service information, pushing at least a portion of the content item to an alternate system, generating an automated response, issue a response in a same channel as a receiving channel for the content item, or selecting a different channel from the receiving channel for a issuing a response.