CUSTOMER DATA UNIFICATION

• US 20150100515A1
• Filed: 10/02/2014
• Published: 04/09/2015
• Est. Priority Date: 10/03/2013
• Status: Abandoned Application

• Current Assignee: TATA Consultancy Services Limited (Tata Sons Pvt Ltd.)
• Original Assignee: TATA Consultancy Services Limited (Tata Sons Pvt Ltd.)
• Inventors: George, Siyo, Radhakrishnan, Bharatharajan, Kumar, Sudeesh, Mayelil Muralidharn, Sunitha
• Application Number:
  US14/505,218
• Publication Number:
  US 20150100515A1
• Time in Patent Office: Days
• US Class Current: 705/342
• CPC Class Codes: G06Q 10/067 Enterprise or organisation modelling

Abstract

The present subject matter discloses a customer data unification system, implemented in a big data platform, for unification of customer data. In an embodiment, the customer data unification system includes a data operation module and an identity resolution module, both coupled to a processor. The data operation module obtains organizational customer data and social customer data organizational data sources and social media sources, respectively. The unstructured data from the organizational customer data and social customer data is processed for standardization and de-duplication. Further, the identity resolution module determine an identity resolution value for the social customer data to determine a similarity between the organizational customer data and the social customer data. Subsequently, the organizational customer data and the social customer data are unified.

Claims

1. A customer data unification system for unification of customer data of an organization, wherein the customer data unification system is implemented in a big data platform, the customer data unification system comprising:

a processor;

a data operation module coupled to the processor to,

obtain organizational customer data and social customer data from one or more organizational data sources and one or more social media sources, respectively, based on seed data associated with a customer profile, wherein the organizational customer data comprises structured organizational customer data and unstructured organizational customer data and wherein the social customer data comprises unstructured social customer data; and

process at least the unstructured organizational customer data and the unstructured social customer data, to obtain intermediate organizational customer data and intermediate social customer data, respectively, wherein the processing comprises at least one of standardization and de-duplication of the unstructured organizational customer data and the unstructured social customer data;

an identity resolution module coupled to the processor to,

obtain refined organizational customer data from the structured organizational customer data and the intermediate organizational customer data;

determine an identity resolution value for at least the intermediate social customer data, based on at least one of the seed data and the structured organizational customer data, the identity resolution value being indicative of a similarity between the organizational customer data and the social customer data; and

select refined social customer data from the intermediate social customer data based on the identity resolution value to unify the refined social customer data with the refined organizational customer data in a refined data store for obtaining customer perspective regarding the organization.

2. The customer data unification system as claimed in claim 1, further comprising an analysis module coupled to the processor to determine inferential attributes associated with the customer profile from the unified refined social customer data and the refined organizational customer data, the determining being based on application of data analytics techniques to the unified refined social customer data and the refined organizational customer data.

3. The customer data unification system as claimed in claim 2, wherein the customer data unification system is coupled to a display unit for displaying the inferential attributes associated with the customer profile.

4. The customer data unification system as claimed in claim 1, wherein the identity resolution module:

selects a plurality of attributes associated with the customer profile from the intermediate social customer data and at least one of the seed data and the structured organizational customer data; and

determines an identity resolution value for each of a plurality of selected attributes.

5. The customer data unification system as claimed in claim 1, wherein the identity resolution module stores the refined organizational customer data and the refined social customer data on the refined data store, for unification of the refined organizational customer data and the refined social customer data.

6. The customer data unification system as claimed in claim 5, wherein the identity resolution module achieves de-duplication of information in the refined organizational customer data and the refined social customer data.

7. The customer data unification system as claimed in claim 1, wherein the data operation module stores the intermediate organizational customer data, the structured organizational customer data, and the intermediate social customer data on an intermediate data store for identity resolution, wherein the intermediate data store is a non-relational, dynamic database.

8. A method for unification of customer data of an organization implementing big data platform, the method comprising:

obtaining organizational customer data and social customer data from one or more organizational data sources and one or more social media sources, respectively, based on seed data associated with a customer profile;

processing the organizational customer data and the social customer data to obtain intermediate organizational customer data and intermediate social customer data, wherein the processing comprises at least one of standardization and de-duplication of unstructured organizational customer data and unstructured social customer data;

obtaining refined organizational

customer data from structured organizational customer data and the intermediate organizational customer data;

determining an identity resolution value for at least the intermediate social customer data, based on at least one of the seed data and the structured organizational customer data, the identity resolution value is indicative of similarity between the intermediate social customer data and the organizational customer data; and

selecting refined social customer data from the intermediate social customer data based on the identity resolution value, to unify the refined social customer data with the refined organizational customer data for obtaining customer perspective regarding the organization.

9. The method as claimed in claim 8, further comprising determining one or more inferential attributes associated with the customer profile by applying data analytics techniques to the unified refined organizational customer data and the refined social customer data.

10. The method as claimed in claim 9, wherein the data analytics techniques comprise at least one of expression handling techniques, event extraction techniques, opinion mining techniques, named entity extraction techniques, sentiment analysis techniques, and social influence indicator techniques.

11. The method as claimed in claim 9, wherein the determining comprises de-duplication of the unified refined organizational customer data and the refined social customer data.

12. The method as claimed in claim 8, wherein the seed data associated with the customer profile is obtained from the one or more organizational data sources, and wherein the seed data comprises basic information regarding the customer.

13. The method as claimed in claim 8, wherein the determining the identity resolution value comprises:

selecting a plurality of attributes associated with the customer profile from the intermediate social customer data and at least one of the seed data and the structured organizational customer data; and

determining an identity resolution value for each of a plurality of selected attributes.

14. The method as claimed in claim 13, wherein the determining comprises associating a weight with each of the plurality of selected attributes, based on a uniqueness of value of the selected attribute.

15. The method as claimed in claim 8, wherein the organizational data sources comprise customer relationship management system, master data management system, customer relationship communication, and click-stream logs.

16. The method as claimed in claim 8, wherein the organizational customer data obtained from the organizational data sources comprises structured organizational customer data and unstructured organizational customer data, and wherein the social customer data comprises unstructured social customer data.

17. A non-transitory computer readable medium having a set of computer readable instructions that, when executed, cause a customer data unification system implemented in a big data platform to:

obtain organizational customer data and social customer data from one or more organizational data sources and one or more social media sources, respectively, based on seed data associated with a customer profile;

process the organizational customer data and the social customer data to obtain intermediate organizational customer data and intermediate social customer data, wherein the processing comprises at least one of standardization and de-duplication of unstructured organizational customer data and unstructured social customer data;

obtain refined organizational customer data from structured organizational customer data and the intermediate organizational customer data;

determine an identity resolution value for at least the intermediate social customer data, based on at least one of the seed data and the structured organizational customer data, the identity resolution value is indicative of similarity between the intermediate social customer data and the organizational customer data;

select refined social customer data from the intermediate social customer data based on the identity resolution value, to unify the refined social customer data with the refined organizational customer data; and

determine, for obtaining customer perspective regarding the organization, one or more inferential attributes associated with the customer profile by applying data analytics techniques to the unified refined organizational customer data and the refined social customer data.

18. The non-transitory computer readable medium as claimed in claim 17, when executed, cause the customer data unification system implemented in the big data platform to determine one or more inferential attributes associated with the customer profile by applying data analytics techniques to the unified refined organizational customer data and the refined social customer data.

19. The non-transitory computer readable medium as claimed in claim 18, when executed, cause the customer data unification system implemented in the big data platform to achieve de-duplication of the unified refined organizational customer data and the refined social customer data.

20. The non-transitory computer readable medium as claimed in claim 17, when executed, cause the customer data unification system implemented in the big data platform to:

select a plurality of attributes associated with the customer profile from the intermediate social customer data and at least one of the seed data and the structured organizational customer data; and

determine an identity resolution value for each of a plurality of selected attributes.