GENERATING AND EXECUTING COMPUTER SYSTEM WORKFLOW ACTION ITEMS BASED UPON ANALYSIS OF CUSTOMER SOCIAL MEDIA ACTIVITY

• US 20160232463A1
• Filed: 02/06/2015
• Published: 08/11/2016
• Est. Priority Date: 02/06/2015
• Status: Abandoned Application

• Current Assignee: FMR LLC
• Original Assignee: FMR LLC
• Inventors: Reichert, Ashley Marie, Seelig, Andrew Jason, McDonough, John C.
• Application Number:
  US14/615,453
• Publication Number:
  US 20160232463A1
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/0633 Workflow analysis
• CPC Class Codes: G06Q 50/01 Social networking

Abstract

Methods and apparatuses are described for generating and executing computer system workflow action items based upon analysis of customer social media activity. A social media processing engine receives social media activity data from each of a plurality of social media data sources and identifies a customer associated with the social media activity data. The social media processing engine selects a workflow action item based upon the portion of the social media activity data and retrieves customer profile data and customer account data for the workflow action item. The social media processing engine populates the workflow action item with the customer profile data and the customer account data and transmits the populated workflow action item to a workflow processing engine, which executes the populated workflow action item to transmit a workflow transaction request to an enterprise computing system that is responsive to the workflow action item.

Claims

1. A computerized method for generating and executing computer system data security workflow action items based upon analysis of customer social media activity, the method comprising

receiving, by a social media processing engine of a server computing device, social media activity data from each of a plurality of social media data sources;

identifying, by the social media processing engine, an existing customer associated with a portion of the social media activity data, including

parsing the portion of the social media activity data to extract one or more social media account names and determining whether the social media account names correspond to the existing customer, and

analyzing demographic information contained in the portion of the social media activity data to determine a match with demographic information for the existing customer that is contained in a customer profile database;

selecting, by the social media processing engine, a data security workflow action item based upon an indication of potential unauthorized access to secure customer information contained in the portion of the social media activity data for the identified customer;

retrieving, by the social media processing engine, customer profile data and customer account data for the data security workflow action item based upon the identified customer;

populating, by the social media processing engine, the data security workflow action item with the customer profile data and the customer account data;

transmitting, by the social media processing engine, the populated data security workflow action item to a workflow processing engine;

executing, by the workflow processing engine of the server computing device, the populated data security workflow action item to transmit a transaction workflow request to an enterprise computing system that is responsive to the workflow action item, including translating the populated data security workflow action item into platform-specific programmatic instructions that comprise the transaction workflow request; and

modifying, by the enterprise computing system, an authentication credential profile associated with the identified customer based upon the transaction workflow request to restrict access to customer-specific data and online transaction services for one or more other customer accounts linked to the identified customer.

2. The method of claim 1, wherein the social media activity data is received via an application programming interface (API) between the social media processing engine and a social media data source.

4. The method of claim 1, wherein the demographic information includes sentiment data, financial data, employment data, life event data, audiovisual data, search engine query data, customer relationship management (CRM) data, and real estate data.

8. The method of claim 1, wherein the social media processing engine selects a plurality of data security workflow action items based upon the portion of the social media activity data for the identified customer.

11. The method of claim 1, further comprising

generating, by the workflow processing engine, a report associated with the received data security workflow action item;

and

transmitting, by the workflow processing engine, the report to a remote client device for display.

12. The method of claim 11, wherein the report comprises an alert to a customer service representative to take a data security action based upon the data security workflow action item.

14. The method of claim 1, wherein the one or more social media account names are provided by the customer when establishing a customer profile.

3. (canceled)

5. The method of claim 3, further comprising

determining a plurality of potential data security workflow action items based upon the extracted demographic information;

and

selecting a data security workflow action item that best matches the extracted demographic information.

6-7. -7. (canceled)

9-10. -10. (canceled)

13. (canceled)

15. A system for generating and executing computer system data security workflow action items based upon analysis of customer social media activity, the system comprising

a social media processing engine of a server computing device, the social media processing engine configured to

receive social media activity data from each of a plurality of social media data sources;

identify an existing customer associated with a portion of the social media activity data, including

parsing the portion of the social media activity data to extract one or more social media account names and determining whether the social media account names correspond to the existing customer, and

analyzing demographic information contained in the portion of the social media activity data to determine a match with demographic information for the existing customer that is contained in a customer profile database;

select a data security workflow action item based upon an indication of potential unauthorized access to secure customer information contained in the portion of the social media activity data for the identified customer;

retrieve customer profile data and customer account data for the data security workflow action item based upon the identified customer; and

populate the data security workflow action item with the customer profile data and the customer account data; and

a workflow processing engine of a server computing device, the workflow processing engine coupled to the social media processing engine and configured to

receive the populated data security workflow action item from the social media processing engine; and

execute the populated data security workflow action item to transmit a transaction workflow request to an enterprise computing system that is responsive to the workflow action item, including translating the populated data security workflow action item into platform-specific programmatic instructions that comprise the transaction workflow request;

the enterprise computing system being configured to modify an authentication credential profile associated with the identified customer based upon the transaction workflow request to restrict access to customer-specific data and online transaction services for one or more other customer accounts linked to the identified customer.

16. The system of claim 15, wherein the social media activity data is received via an application programming interface (API) between the social media processing engine and a social media data source.

18. The system of claim 15, wherein the demographic information includes sentiment data, financial data, employment data, life event data, audiovisual data, search engine query data, customer relationship management (CRM) data, and real estate data.

19. The system of claim 15, wherein the social media processing engine is further configured to

determine a plurality of potential data security workflow action items based upon the demographic information;

and

select a data security workflow action item that best matches the demographic information.

22. The system of claim 15, wherein the social media processing engine is configured to select a plurality of data security workflow action items based upon the portion of the social media activity data for the identified customer.

25. The system of claim 15, wherein the workflow processing engine is further configured to

generate a report associated with the received data security workflow action item;

and

transmit the report to a remote client device for display.

26. The system of claim 25, wherein the report comprises an alert to a customer service representative to take a data security action based upon the data security workflow action item.

17. (canceled)

20-21. -21. (canceled)

23-24. -24. (canceled)

27. (canceled)

28. The system of claim 27, wherein the one or more social media account names are provided by the customer when establishing a customer profile associated with the customer.

29. A computer program product, tangibly embodied in a non-transitory computer readable storage device, for generating and executing computer system data security workflow action items based upon analysis of customer social media activity, the computer program product comprising instructions operable to cause a social media processing engine of a server computing device to

receive social media activity data from each of a plurality of social media data sources;

identify an existing customer associated with a portion of the social media activity data, including

parsing the portion of the social media activity data to extract one or more social media account names and determining whether the social media account names correspond to the existing customer, and

analyzing demographic information contained in the portion of the social media activity data to determine a match with demographic information for the existing customer that is contained in a customer profile database;

select a data security workflow action item based upon an indication of potential unauthorized access to secure customer information contained in the portion of the social media activity data for the identified customer;

retrieve customer profile data and customer account data for the data security workflow action item based upon the identified customer; and

populate the data security workflow action item with the customer profile data and the customer account data;

wherein the computer program product comprises further instructions operable to cause a workflow processing engine of a server computing device coupled to the social media processing engine to

receive the populated workflow action item from the social media processing engine; and

execute the populated data security workflow action item to transmit a transaction workflow request to an enterprise computing system that is responsive to the workflow action item, including translating the populated data security workflow action item into platform-specific programmatic instructions that comprise the transaction workflow request;

the enterprise computing system being configured to modify an authentication credential profile associated with the identified customer based upon the transaction workflow request to restrict access to customer-specific data and online transaction services for one or more other customer accounts linked to the identified customer.