System for extracting customer feedback from a microblog site

• US 9,292,598 B2
• Filed: 01/05/2015
• Issued: 03/22/2016
• Est. Priority Date: 04/27/2012
• Status: Active Grant

• Current Assignee: Benbria Corporation
• Original Assignee: Benbria Corporation
• Inventors: Fraczak, Wojciech, Du, Ying
• Primary Examiner(s): Saeed, Usmaan
• Assistant Examiner(s): Vo, Cecile
• Application Number:
  US14/589,080
• Publication Number:
  US 20150120625A1
• Time in Patent Office: 442 Days
• Field of Search: 707/737, 707/E17.046, 707/E17.109, 709/219, 705/45
• US Class Current: 1/1
• CPC Class Codes: G06F 16/285 Clustering or classification
• CPC Class Codes: G06F 16/335 Filtering based on additional data, e.g. user or group profiles filtering in web context G06F16/9535, G06F16/9536
• CPC Class Codes: G06F 16/9535 Search customisation based on user profiles and personalisation
• CPC Class Codes: G06N 20/00 Machine learning
• CPC Class Codes: G06N 7/01 Probabilistic graphical models, e.g. probabilistic networks
• CPC Class Codes: G06Q 10/063 Operations research, analysis or management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: H04L 43/04 Processing captured monitoring data, e.g. for logfile generation

Abstract

A system for extracting customer feedback from a microblog site includes a retrieval unit coupled to the microblog site to capture microblog updates. A filter unit coupled to the retrieval unit filters the captured microblog updates according to filter criteria that remove non-actionable items from the captured microblog updates. A learning unit coupled to the filter unit prioritizes the filtered microblog updates, and a classification unit coupled to the learning unit classifies the filtered and prioritized microblog updates. An action unit coupled to the classification unit performs appropriate actions based on the classified, filtered and prioritized microblog updates.

Claims

1. A system to extract customer feedback from a microblog site, said system comprising a database, a processor and one or more automated tools, further wherein said one or more automated tools comprise:

a retrieval unit to capture microblog updates posted by customers from the microblog site;

a filter unit to filter the captured microblog updates according to filter criteria that remove non-actionable items from the captured microblog updates;

a learning unit to prioritize the filtered microblog updates,

wherein said prioritizing comprises

assigning probabilities to corresponding filtered microblog updates, said assigning of probabilities based on

popularity of each of the customers based on number of followers of said customer on said first microblog site,

results from monitoring one or more microblog sites different from said first microblog site for one or more postings made by the customers,

further wherein each said assigned probability is used to indicate confidence that the corresponding filtered microblog update is actionable, and assigning priorities to said corresponding filtered microblog updates based on said assigned probabilities,

storing the filtered microblog updates in the database after assigning said priorities,

tagging the filtered microblog updates in the database based on the corresponding assigned priorities,

discarding at least one of the filtered microblog updates based on said tagging,

wherein said discarding is based on an intelligent dropping policy and congestion levels; and

a classification unit to classify the filtered and prioritized microblog updates in the database

wherein said classifying performed by the classification unit comprises

selecting at least some of the prioritized microblog updates from the database based on said tagging, and

determining whether each selected microblog update is actionable.

2. The system of claim 1, wherein said assigning of probabilities further depends on influence scores of the customers determined using one or more scoring services different from the first microblog site.

3. The system of claim 1, wherein said assigning of probabilities further depends on proximities of the customers to businesses associated with the filtered microblog updates, said proximities determined by analyzing

metadata,

hashtags associated with said filtered microblog updates, and

check-in information obtained from one or more sites different from said microblog site.

4. The system of claim 1, wherein said capturing is performed based on one or more retrieval criteria.

5. The system of claim 1, wherein said filtering is performed using one or more machine learning algorithms.

6. The system of claim 5, wherein said filtering comprises training said one or more machine learning algorithms.

7. The system of claim 5, wherein the filter unit comprises an online and offline stage.

8. The system of claim 1, wherein said prioritizing is performed using one or more machine learning algorithms.

9. The system of claim 8, wherein said prioritizing comprises training said one or more machine learning algorithms.

10. The system of claim 8, wherein the learning unit comprises an online and offline stage.

11. The system of claim 1, wherein the classifying further comprises monitoring the results of the determining whether each selected microblog update is actionable.

12. The system of claim 11, wherein said monitoring includes measuring time taken by said determining.

13. The system of claim 11, wherein said monitoring includes measuring a rate of performance of said determining.

14. The system of claim 1, wherein said classifying is implemented using a web page.

15. The system of claim 1, further comprising an action unit to perform one or more actions based on said determining whether each selected microblog update is actionable.

16. The system of claim 1, wherein the capturing comprises scraping the microblog updates from the microblog site.

17. The system of claim 1, wherein the capturing is performed using a direct feed from the microblog site.

18. The system of claim 1, wherein said determining performed by the classification unit comprises calculating an actionability score to each selected microblog update.

19. The system of claim 18, further wherein said determining performed by the classification unit comprises comparing the actionability score for each selected microblog update against a threshold.

20. The system of claim 1, wherein said selecting performed by the classification unit comprises performing a tagging operation.