Treatment of web feeds as work assignment in a contact center
First Claim
1. An enhanced customer service method comprising:
- performing a web search to search for, identify, retrieve and aggregate a plurality of messages that were posted on the internet in one or more of a blog, discussion forum, social networking site, news feed, web feed, blog feed, video feed, group feed and an RSS feed, the plurality of messages;
being from at least two different sources,being identified and retrieved based on an identification of one or more predefined terms contained in the message, andbeing one or more message types;
filtering only the retrieved plurality of messages which contain the one or more predefined terms, wherein filtering the retrieved plurality of messages which contain the one or more predefined terms further comprises;
determining that at least one of the retrieved plurality of messages which contain the one or more predefined terms is a press release of a company; and
in response to determining that the at least one of the retrieved plurality of messages which contains the one or more predefined terms is a press release of the company, filtering out the at least one of the retrieved plurality of messages that is the press release of the company;
analyzing, using a processor and analysis module, the content of the plurality of retrieved messages; and
based on the analysis, performing one or more of;
automatically responding to one or more of the plurality of messages,forwarding one or more of the plurality of messages to a customer service agent, andlogging an indication of any action taken in response to the receipt, filtering and analysis of one or more of the plurality of messages.
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Accused Products
Abstract
To provide an enhanced customer service experience, various combinations of web searches, site-specific filtering tools and syndicated feed readers can be used to find relevant posts on the internet. Internal email, IM, phone, and the like can cooperate with an appropriately equipped expert-finding solution to assist with help in locating the experts qualified to respond to the post(s). The leveraging of RSS/Atom feeds or similar technology, content analysis, and contact center work distribution algorithms are leveraged to monitor the feeds from multiple sites and automatically distribute messages to appropriately skilled contact center agents. Each message discovered is analyzed to determine which contact center queue it is to be routed to, and then the contact center assigns it to an appropriate agent. This eliminates or significantly reduces the amount of manual searching and qualification of posts.
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Citations
20 Claims
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1. An enhanced customer service method comprising:
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performing a web search to search for, identify, retrieve and aggregate a plurality of messages that were posted on the internet in one or more of a blog, discussion forum, social networking site, news feed, web feed, blog feed, video feed, group feed and an RSS feed, the plurality of messages; being from at least two different sources, being identified and retrieved based on an identification of one or more predefined terms contained in the message, and being one or more message types; filtering only the retrieved plurality of messages which contain the one or more predefined terms, wherein filtering the retrieved plurality of messages which contain the one or more predefined terms further comprises; determining that at least one of the retrieved plurality of messages which contain the one or more predefined terms is a press release of a company; and in response to determining that the at least one of the retrieved plurality of messages which contains the one or more predefined terms is a press release of the company, filtering out the at least one of the retrieved plurality of messages that is the press release of the company; analyzing, using a processor and analysis module, the content of the plurality of retrieved messages; and based on the analysis, performing one or more of; automatically responding to one or more of the plurality of messages, forwarding one or more of the plurality of messages to a customer service agent, and logging an indication of any action taken in response to the receipt, filtering and analysis of one or more of the plurality of messages. - View Dependent Claims (2, 3, 4, 5, 6, 7, 8, 9)
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10. A system for enhanced customer service, the system comprising:
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means for performing a web search to search for, identify, retrieve and aggregate a plurality of messages that were posted on the internet in one or more of a blog, discussion forum, social networking site, news feed, web feed, blog feed, video feed, group feed and an RSS feed, the plurality of messages; being from at least two different sources, being identified and retrieved based on an identification of one or more predefined terms contained in the message, and being one or more message types; means for filtering only the retrieved plurality of messages which include the one or more predefined terms, wherein filtering the retrieved plurality of messages which include the one or more predefined terms further comprises; determining that at least one of the retrieved plurality of messages which include the one or more predefined terms is a press release of a company; and in response to determining that the at least one of the retrieved plurality of messages which contains the one or more predefined terms includes a press release of the company, filtering out the at least one of the retrieved plurality of messages that includes the press release of the company; means for analyzing, using a processor and analysis module, the content of the plurality of retrieved messages; and based on the analysis, means for performing one or more of; automatically responding to one or more of the plurality of messages, automatically forwarding one or more of the plurality of messages to a customer service agent, and automatically logging an indication of any action taken in response to the receipt, filtering and analysis of one or more of the plurality of messages.
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11. An enhanced customer service system comprising:
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an aggregator that performs a web search to search for, identify, retrieve and aggregate plurality of messages that were posted on the internet in one or more of a blog, discussion forum, social networking site, news feed, web feed, blog feed, video feed, group feed and an RSS feed, the plurality of messages; being from at least two different sources, being identified and retrieved based on an identification of one or more predefined terms, and being one or more message types; a filter module that filters only the plurality of retrieved messages which include the one or more predefined terms, determines that at least one of the retrieved plurality of messages which include the one or more predefined terms is a press release of a company, and in response to determining that the at least one of the retrieved plurality of messages which includes the one or more predefined terms is a press release of the company, filters out the at least one of the retrieved plurality of messages that is the press release of the company; a processor and one or more of an analysis module and artificial intelligent module that, using the processor, analyze the content of the plurality of retrieved messages, and, based on the analysis; an auto response module automatically responds to one or more of the plurality of messages, an interaction center forwards one or more of the plurality of messages to a customer service agent, or a logging module logs an indication of any action taken in response to the receipt, filtering and analysis of one or more of the plurality of messages. - View Dependent Claims (12, 13, 14, 15, 16, 17, 18, 19, 20)
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Specification