SYSTEMS AND METHODS FOR INFLUENCING CUSTOMER TREATMENT IN A CONTACT CENTER THROUGH DETECTION AND ANALYSIS OF SOCIAL MEDIA ACTIVITY
First Claim
1. A computer implemented method for managing communications in a contact center, comprising:
- monitoring social media activities by a community of users, wherein the community of users includes at least one ofone or more customers of an entity;
one or more customers of a competitor of the entity;
one or more users of a product or service provided by the entity;
orone or more users of a product or service provided by a competitor of the entity;
by a processor, automatically generating and storing a user profile for at least some of the community of users, wherein each generated and stored user profile includes an identity of the user, and at least one ofan indication of the identified user'"'"'s sentiment toward the entity at one or more points in time;
an indication of the identified user'"'"'s sentiment toward a competitor of the entity at one or more points in time;
oran indication of the identified user'"'"'s sentiment toward a particular product or service offered by the entity or a competitor of the entity at one or more points in time;
establishing a communication session between a communication terminal of an assigned contact center agent and a first user for whom a user profile is stored; and
retrieving and displaying, to a display of the communication terminal of the assigned contact center agent, a menu including at least one option for addressing or capitalizing on a change of sentiment reflected in the user profile.
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Accused Products
Abstract
A contact center is operated, on behalf of an entity, by reference to social media analytics. A user profile, acquired for each of a plurality of social media users, identifies the user and includes at least one of three indications of sentiment derived over time through analysis of social media event activities and/or behavior. The sentiment indications of a profile include user sentiment toward the entity, user sentiment toward one or more competitor(s) of the entity, and/or user sentiment toward a particular product or service offered by the entity or a competitor(s) of the entity. A communication session is established between a communication terminal of a contact center agent and one of the users for whom a user profile is stored. A menu including at least one option for addressing or capitalizing on a change of sentiment reflected in the user'"'"'s profile is displayed to the agent.
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Citations
18 Claims
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1. A computer implemented method for managing communications in a contact center, comprising:
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monitoring social media activities by a community of users, wherein the community of users includes at least one of one or more customers of an entity; one or more customers of a competitor of the entity; one or more users of a product or service provided by the entity;
orone or more users of a product or service provided by a competitor of the entity; by a processor, automatically generating and storing a user profile for at least some of the community of users, wherein each generated and stored user profile includes an identity of the user, and at least one of an indication of the identified user'"'"'s sentiment toward the entity at one or more points in time; an indication of the identified user'"'"'s sentiment toward a competitor of the entity at one or more points in time;
oran indication of the identified user'"'"'s sentiment toward a particular product or service offered by the entity or a competitor of the entity at one or more points in time; establishing a communication session between a communication terminal of an assigned contact center agent and a first user for whom a user profile is stored; and retrieving and displaying, to a display of the communication terminal of the assigned contact center agent, a menu including at least one option for addressing or capitalizing on a change of sentiment reflected in the user profile. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12)
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13. An apparatus comprising:
a computer having one or more processors, memory and at least one network interface, and further comprising; a social media activity response module, including instructions executable by the one or more processors and configured to; monitor social media activities by a community of users, wherein the community of users includes at least one of one or more customers of an entity; one or more customers of a competitor of the entity; one or more user of a product or service provided by the entity;
orone or more user of a product or service provided by a competitor of the entity; generate and store a user profile for at least some of the community of users, wherein each generated and stored user profile includes an identity of the user, and at least one of an indication of the identified user'"'"'s sentiment toward the entity at one or more points in time; an indication of the identified user'"'"'s sentiment toward a competitor of the entity at one or more points in time;
oran indication of the identified user'"'"'s sentiment toward a particular product or service offered by the entity or a competitor of the entity at one or more points in time; establish a communication session between a communication terminal of an assigned contact center agent and a first user for whom a user profile is stored; and forward, to a display of the communication terminal of the assigned contact center agent, a menu including at least one option for addressing or capitalizing on a change of sentiment reflected in the user profile.
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14. A computer implemented method for managing communications in a contact center operated on behalf of an entity, comprising:
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receiving and storing a user profile for a community of social media users, wherein each respective generated and stored user profile includes an identity of a corresponding user of the community of social media users, and an indication of sentiment derived from social media event activities, the indication of sentiment including at least one of an indication of the corresponding user'"'"'s sentiment toward the entity at one or more points in time; an indication of the corresponding user'"'"'s sentiment toward a competitor of the entity at one or more points in time;
oran indication of the corresponding user'"'"'s sentiment toward a particular product or service offered by the entity or a competitor of the entity at one or more points in time; scheduling a communication session between a communication terminal of an assigned contact center agent and a first user for whom a user profile is stored; and retrieving and displaying, to a display of the communication terminal of the assigned contact center agent, a menu including at least one option for addressing or capitalizing on a change of sentiment reflected in the user profile. - View Dependent Claims (15, 16, 17, 18)
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Specification