System and method for identifying customers in social media
First Claim
1. A method for identifying an author of a social media interaction, the method comprising:
- receiving a social media profile for a user interacting in a social media interaction in a social media environment, wherein the social media profile includes one or more identification parameters defining personal information registered to the user in the social media environment and one or more content parameters defining content of the user'"'"'s social media interaction;
for each of a plurality of customers registered in a contact center environment, receiving a contact center profile for the customer including one or more identification parameters defining personal information registered to the customer in the contact center environment and one or more content parameters defining content of the customer'"'"'s past contact center interactions; and
comparing the user'"'"'s social media profile with the customer'"'"'s contact center profile using an equivalence relationship that compares said respective identification parameters and content parameters of the profiles to determine a final equivalence of whether the social media user and contact center customer have the same identity, wherein a predetermined threshold is set to define a range for the equivalence relationship within which the social media user and contact center customer are determined to have the same identity, wherein the predetermined threshold is set in a testing phase to balance maximizing the accuracy and minimizing missed instances of determining users and customers to be identical that are previously known to be identical, wherein each of the user'"'"'s and customer'"'"'s profile is represented by a vector with each of the identification and content parameters thereof having values in a respective dimension and wherein the profiles are compared by calculating the vector difference between their representative vectors to measure a similarity between the social media profile and the contact center profile and wherein the content parameters comprise one or more content parameters selected from the group consisting of;
linguistic richness, sentiment, tone, opinion, style, vocabulary, average length of sentences, slang and emoticons; and
after determining the final equivalence that the social media user and contact center customer are determined to have the same identity, monitoring that user'"'"'s social media interactions by the contact center for the associated customer.
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Accused Products
Abstract
A system and method for identifying an author of a social media interaction. A social media profile may be received for a user interacting in a social media interaction in a social media environment. The social media profile may include identification parameter(s) defining personal information registered to the user in the social media environment and content parameter(s) defining content of the user'"'"'s social media interaction. For each of a plurality of customers registered in a contact center environment, a contact center profile may be received for the customer including identification parameter(s) defining personal information registered to the customer in the contact center environment and content parameter(s) defining content of the customer'"'"'s past contact center interactions. The user'"'"'s social media profile and customer'"'"'s contact center profile may be compared to determine if the social media user and contact center customer have the same identity.
77 Citations
26 Claims
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1. A method for identifying an author of a social media interaction, the method comprising:
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receiving a social media profile for a user interacting in a social media interaction in a social media environment, wherein the social media profile includes one or more identification parameters defining personal information registered to the user in the social media environment and one or more content parameters defining content of the user'"'"'s social media interaction; for each of a plurality of customers registered in a contact center environment, receiving a contact center profile for the customer including one or more identification parameters defining personal information registered to the customer in the contact center environment and one or more content parameters defining content of the customer'"'"'s past contact center interactions; and comparing the user'"'"'s social media profile with the customer'"'"'s contact center profile using an equivalence relationship that compares said respective identification parameters and content parameters of the profiles to determine a final equivalence of whether the social media user and contact center customer have the same identity, wherein a predetermined threshold is set to define a range for the equivalence relationship within which the social media user and contact center customer are determined to have the same identity, wherein the predetermined threshold is set in a testing phase to balance maximizing the accuracy and minimizing missed instances of determining users and customers to be identical that are previously known to be identical, wherein each of the user'"'"'s and customer'"'"'s profile is represented by a vector with each of the identification and content parameters thereof having values in a respective dimension and wherein the profiles are compared by calculating the vector difference between their representative vectors to measure a similarity between the social media profile and the contact center profile and wherein the content parameters comprise one or more content parameters selected from the group consisting of;
linguistic richness, sentiment, tone, opinion, style, vocabulary, average length of sentences, slang and emoticons; andafter determining the final equivalence that the social media user and contact center customer are determined to have the same identity, monitoring that user'"'"'s social media interactions by the contact center for the associated customer. - View Dependent Claims (2, 3, 4, 12, 13, 14, 15, 16, 17, 18, 19)
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5. A method for determining if an author of a social media interaction is one of a plurality of customers for whom identification information is registered, the method comprising:
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receiving identification information registered by the author of the social media interaction that is publicly available, wherein the author'"'"'s received identification information includes a channel-specific identifier associated with a social media channel and the identification information registered for the plurality of customers includes a channel-specific identifier associated with a different communication channel; and determining a final equivalence of whether the author of the social media interaction is one of the plurality of customers using an equivalence relationship comparing the author'"'"'s and customer'"'"'s respective identification information and content information describing the content of the author'"'"'s social media interaction and content information describing the content of the customer'"'"'s past interactions, wherein a predetermined threshold is set to define a range for the equivalence relationship within which the author and the customer are determined to have the same identity, wherein the predetermined threshold is set in a testing phase to balance maximizing the accuracy and minimizing missed instances of determining authors and customers to be identical that are previously known to be identical, wherein each of the author'"'"'s and customer'"'"'s information is represented by a vector with each of the identification information and content information thereof having values in a respective dimension and wherein the author'"'"'s and customer'"'"'s information are compared by calculating the vector difference between their representative vectors to measure a similarity between the author'"'"'s and customer'"'"'s information and wherein the content information is selected from the group consisting of;
linguistic richness, sentiment, tone, opinion, style, vocabulary, average length of sentences, slang and emoticons; andafter determining the final equivalence that the author of the social media interaction is the associated one of the plurality of customers, monitoring that author'"'"'s social media interactions by the contact center for the associated customer. - View Dependent Claims (6, 7, 8, 20, 21, 22, 23, 24)
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9. A system for identifying an author of a social media interaction, the system comprising:
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a customer information database storing contact center profiles for each customer registered in a contact center environment; and a processor configured to; receive a social media profile for a user interacting in a social media interaction in a social media environment, wherein the social media profile includes one or more identification parameters defining personal information registered to the user in the social media environment and one or more content parameters defining content of a social media interaction provided by the user, for each of a plurality of customers registered in the contact center environment, receive the contact center profile for the customer including one or more identification parameters defining personal information registered to the customer in the contact center environment and one or more content parameters defining content of the customer'"'"'s past contact center interactions, and compare the user'"'"'s social media profile with the customer'"'"'s contact center profile using an equivalence relationship that compares said respective identification parameters and content parameters of the profiles to determine a final equivalence of whether the social media user and contact center customer have the same identity, wherein a predetermined threshold is set to define a range for the equivalence relationship within which the social media user and contact center customer are determined to have the same identity, wherein the predetermined threshold is set in a testing phase to balance maximizing the accuracy and minimizing missed instances of determining users and customers to be identical that are previously known to be identical, wherein each of the user'"'"'s and customer'"'"'s profile is represented by a vector with each of the identification and content parameters thereof having values in a respective dimension and wherein the processor compares the profiles by calculating the vector difference between their representative vectors to measure a similarity between the social media profile and the contact center profile and wherein the content parameters comprise one or more content parameters selected from the group consisting of;
linguistic richness, sentiment, tone, opinion, style, vocabulary, average length of sentences, slang and emoticons; andafter determining the final equivalence that the social media user and contact center customer are determined to have the same identity, monitor that user'"'"'s social media interactions by the contact center for the associated customer. - View Dependent Claims (10, 11, 25, 26)
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Specification