SYSTEM AND METHOD FOR SOCIAL MESSAGE CLASSIFICATION BASED ON INFLUENCE

• US 20140164502A1
• Filed: 12/07/2012
• Published: 06/12/2014
• Est. Priority Date: 12/07/2012
• Status: Active Grant

• Current Assignee: Genesys Cloud Services Incorporated
• Original Assignee: Genesys Telecommunications Laboratories Incorporated (Genesys Cloud Services Incorporated)
• Inventors: Pimtchenkov, Vladimir, Belov, Sergey B., Petrovykh, Yevgeniy, Khodorenko, Alex, Mackey, Patrick
• Granted Patent: US 9,497,289 B2
• Time in Patent Office: Days
• US Class Current: 709/204
• CPC Class Codes: H04L 51/52 for supporting social networking services
• CPC Class Codes: H04L 67/306 User profiles
• CPC Class Codes: H04L 67/62 Establishing a time schedule for servicing the requests
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5232 Call distribution algorithms

Abstract

A method for prioritizing processing of interactions at a contact center, the method including: identifying an interaction to be prioritized for processing; identifying a person associated with the interaction; identifying an influence level of the person associated with the interaction; and prioritizing the interaction for processing based on the influence level of the person associated with the interaction.

Claims

1. A method for prioritizing processing of interactions at a contact center, the method comprising:

identifying an interaction to be prioritized for processing;

identifying a person associated with the interaction;

identifying an influence level of the person associated with the interaction; and

prioritizing the interaction for processing based on the influence level of the person associated with the interaction.

2. The method of claim 1, wherein the interaction is a message posted on a social media channel.

3. The method of claim 2, wherein the person associated with the interaction is an author of the message.

4. The method of claim 1, wherein the influence level is based on a size of the person'"'"'s online social media network.

5. The method of claim 4, wherein the size of the person'"'"'s online social media network is based on a number of people directly or indirectly connected to the person via the online social media network.

6. The method of claim 1, wherein the prioritizing is further based on one or more of actionability of the interaction, sentiment of the interaction, or the business value of the person associated with the interaction.

7. The method of claim 1, wherein the prioritizing includes ignoring an interaction when the influence level is below a preset threshold.

8. A method for distributing interactions to contact center agents, the method comprising:

identifying an interaction to be distributed to a contact center agent;

identifying a person associated with the interaction;

identifying an influence level of the person associated with the interaction;

identifying one or more contact center agents; and

distributing the interaction to one of the one or more contact center agents based on the influence level of the person associated with the interaction.

9. The method of claim 8, wherein the interaction is a message posted on a social media channel.

10. The method of claim 9, wherein the person associated with the interaction is an author of the message.

11. The method of claim 8, wherein the influence level is based on a size of the person'"'"'s online social media network.

12. The method of claim 11, wherein the size of the person'"'"'s online social media network is based on a number of people directly or indirectly connected to the person via the online social media network.

13. The method of claim 8, wherein the distributing further comprises distributing the interaction to an agent in a first agent group when the influence level is equal to or higher than a preset threshold, and to an agent in a second agent group when the influence level is below the preset threshold.

14. The method of claim 8, wherein the distributing is further based on one or more of actionability of the interaction, sentiment of the interaction, or the business value of the person associated with the interaction.

15. The method of claim 8, wherein the distributing includes ignoring the interaction when the influence level is below a preset threshold.

16. A system for prioritizing interactions and distributing interactions to contact center agents, the system including:

a processor; and

a memory, wherein the memory has stored thereon instructions that, when executed by the processor, cause the processor to;

identify an interaction to be prioritized and distributed to a contact center agent;

identify a person associated with the interaction;

identify an influence level of the person associated with the interaction;

identify one or more contact center agents;

prioritize the interaction for distribution based on the influence level of the person associated with the interaction; and

distribute the interaction to one of the one or more contact center agents based on the influence level of the person associated with the interaction.

17. The method of claim 16, wherein the interaction is a message posted on a social media channel.

18. The method of claim 17, wherein the person associated with the interaction is an author of the message.

19. The method of claim 16, wherein the influence level is based on a size of the person'"'"'s online social media network.

20. The method of claim 19, wherein the size of the person'"'"'s online social media network is based on a number of people directly or indirectly connected to the person via the online social media network.