Method and apparatus for social media advisor for retention and treatment (SMART)

• US 9,292,830 B2
• Filed: 11/02/2012
• Issued: 03/22/2016
• Est. Priority Date: 11/03/2011
• Status: Active Grant

• Current Assignee: CGI Technologies and Solutions Incorporated (CGI Group)
• Original Assignee: CGI Technologies and Solutions Incorporated (CGI Group)
• Inventors: Fleet, Charles O'Bryan, Gallucci, Paul
• Primary Examiner(s): Gofman, Alex
• Assistant Examiner(s): Mian, Umar
• Application Number:
  US13/667,857
• Publication Number:
  US 20130117281A1
• Time in Patent Office: 1,236 Days
• Field of Search: None
• US Class Current: 1/1
• CPC Class Codes: G06Q 10/10 Office automation; Time management
• CPC Class Codes: G06Q 30/02 Marketing; Price estimation or determination; Fundraising
• CPC Class Codes: G06Q 50/01 Social networking

Abstract

A method and apparatus are implemented in one or more processors for processing various social media data received over a network for collection, analysis, and application to business logic and/or business applications. Based on personally identifying information of an account holder, social media data regarding the account holder is retrieved from one or more social media sources or a clearing house over the network. The retrieved social media data is processed (i.e., parsed and/or filtered, and validated) via certain criteria. A usefulness score for the social media data is computed based on various factors including at least one of an identity match value, a truth confidence value, and a context data relevance value. The social media data and its computed usefulness score can be presented to a user and business applications for further processing and treatment of the account holder.

Claims

1. A method to be implemented in one or more processors, the method comprising steps of:

receiving, from a business application in a business enterprise system storing data for a plurality of account holders, identifying information of an account holder and financial account information associated with the account holder;

generating, in the business enterprise system, a request for information regarding the account holder, the information to be retrieved over a network from one or more social media sources, and the request including the identifying information of the account holder;

responsive to the request, receiving social media data relating to the account holder and retrieved over the network from at least one of;

the one or more social media sources or a clearing house;

processing the received social media data;

computing a usefulness score for the processed social media data according to the particular business application from which the identifying information was received and according to the particular financial account associated with the account holder for which information was received, and associating the usefulness score with the processed social media data;

determining whether the computed usefulness score for the processed social media data is above a threshold value; and

upon determining that the usefulness score for the processed social media data is above the threshold value, performing at least one of;

communicating the processed social media data to a business application to trigger an update to the business application,

communicating the processed social media data to a business application to trigger an update of demographic information of the account holder,

communicating the processed social media data to a business application to automatically configure a phone call to the account holder or party associated with the processed social media data, and

communicating the processed social media data to a business application to automatically update call scripts used by a customer service agent when communicating with a person associated with the financial account,

wherein the computing of the usefulness score comprises;

selecting, based on the particular business application from which the identifying information was received and on the financial account associated with the account holder for which information was received, a method for computing the usefulness score from among a plurality of methods for computing the usefulness score; and

computing the usefulness score based on the selected method for computing the usefulness score, wherein the usefulness score comprises an identity match value and a context data relevance value for the processed social media data, the identity match value indicating a level of certainty that the processed social media data relates to the account holder associated with the received identifying information, and the context data relevance value indicating a relevance of the processed social media data based on a time span that is associated with a category of information contained in the processed social media data and based on the particular business application from which the identifying information was received and on the financial account associated with the account holder for which information was received.

2. The method of claim 1, wherein the step of processing the received social media data comprises:

filtering the received social media data using one or more filters; and

validating the filtered social media data by comparing the filtered social media data against stored data relating to the account holder.

3. The method of claim 2, further comprising:

determining whether the validated social media data includes a change in information relating to the account holder; and

when it is determined that the validated social media data includes a change in the information relating to the account holder, generating an alert message based on the change in the information relating to the account holder.

4. The method of claim 2, wherein the one or more filters include at least one of:

a data type, a category of data, a keyword, or a phrase.

5. The method of claim 3, wherein the alert message comprises at least one of:

the validated social media data or the usefulness score associated with the validated social media data.

6. The method of claim 3, wherein the step of generating an alert message comprises generating an alert message based in part on at least one of:

user-defined data change information or pre-defined data change information.

7. The method of claim 1, wherein the identifying information includes at least one of:

name, e-mail, or phone number of the account holder.

8. The method of claim 1, wherein the step of computing a usefulness score comprises computing a usefulness score based in part on a source of the social media data or context of the social media data.

9. The method of claim 1, wherein the step of receiving identifying information of the account holder comprises receiving the identifying information via a file, wherein the file contains a list of identifying data of one or more account holders, the identifying data comprising at least one of:

names, e-mails, or phone numbers of the one or more account holders.

10. The method of claim 1, wherein the step of computing a usefulness score for the processed social media data comprises calculating a usefulness score based at least in part on the identity match value, the context data relevance value, and a truth confidence value.

11. The method of claim 2, further comprising:

receiving input relating to the social media data, the input obtained from the account holder;

determining whether the validated social media data is accurate; and

computing a second usefulness score for the validated social media data based on the received input.

12. The method of claim 10, wherein the usefulness score is calculated based on table entry values of one or more tables for the context data relevance value, the identity match value, and the truth confidence value.

13. The method of claim 12, wherein the table entry values of the one or more tables are automatically modified over time.

21. The method of claim 1, wherein the computing of the identity match value is based at least in part on two or more identifiers associated with the account holder being matched in the processed social media data,

wherein the identifiers associated with the account holder include one or more of an account holder name, an account holder handle, an account holder email address, and an account holder phone number.

14. A system for using social media data in connection with one or more business applications, wherein the system is implemented in a non-transitory computer readable storage medium storing programming for execution on one or more processors, the system comprising:

a presentation component configured to present information relating to the social media data for a particular account holder to a user of the system or to the one or more business applications; and

an application component comprising;

a filtering module configured to receive the social media data relating to the particular account holder retrieved from one or more social media sources over a network, and to apply one or more filters to the received social media data relating to the particular account holder;

a validation module configured to validate the filtered social media data against stored data for the particular account holder including financial account information associated with the account holder and stored in the one or more business applications in a business enterprise system;

a usefulness score module configured to compute a usefulness score for the validated social media data; and

an alert module configured to determine whether the computed usefulness score for the validated social media data is above a threshold value and, upon determining that the usefulness score for the validated social media data is above the threshold value, cause the system to perform at least one of;

communicate the validated social media data to a business application to trigger an update to the business application,

communicate the validated social media data to a business application to trigger an update of demographic information of the account holder,

communicate the validated social media data to a business application to automatically configure a phone call to the account holder or party associated with the validated social media data, and

communicate the validated social media data to a business application to automatically update call scripts used by a customer service agent when communicating with a person associated with the financial account,

wherein the usefulness score module is further configured to compute an identity match value and a context data relevance value for the processed social media data, the identity match value indicating a level of certainty that the processed social media data relates to the account holder associated with the received identifying information, and the context data relevance value indicating a relevance of the processed social media data based on a time span associated with a category of information contained in the processed social media data, and

wherein the presentation component is further configured to display to the user of the system the usefulness score associated with the validated social media data for the particular account holder.

15. The system of claim 14, wherein the system is configured to receive from the one or more business applications a request for social media data relating to the account holder, the request including identifying information comprising at least one of:

name, e-mail, or phone number of the account holder.

16. The system of claim 14, wherein the presentation component is configured to present to the user of the system, via a graphical user interface, the validated social media data and its usefulness score associated with the validated social media data.

17. The system of claim 14, wherein the application component further comprises an alert module configured to evaluate the validated social media data and to generate an alert message upon detecting a change in information contained in the validate social media data relating to the account holder.

18. The system of claim 14, wherein the one or more filters include at least one of:

a data type, a category of data, a keyword, or a phrase.

19. The system of claim 14, wherein the usefulness score for the social media data is calculated based at least in part on the identity match value, the context data relevance value, and a truth confidence value.

22. The system of claim 14, wherein the usefulness score module computes the identity match value based at least in part on two or more identifiers associated with the account holder being matched in the processed social media data,

wherein the identifiers associated with the account holder include one or more of an account holder name, an account holder handle, an account holder email address, and an account holder phone number.

20. An article of manufacture, comprising a non-transitory computer readable storage medium and programming embodied in the medium, wherein execution of the programming by a processor of a computer implements functions to:

receive, from a business application in a business enterprise system storing data for a plurality of account holders, identifying information of an account holder and financial account information associated with the account holder;

generate, in the business enterprise system, a request for information regarding the account holder, wherein the information is retrieved over a network from one or more social media sources, and the request includes the identifying information of the account holder;

responsive to the request, receive social media data relating to the account holder and retrieved over the network from at least one of;

the one or more social media sources or a clearing house;

process the received social media data; and

compute a usefulness score for the processed social media data according to the particular business application from which the identifying information was received and according to the particular financial account associated with the account holder for which information was received;

determine whether the computed usefulness score for the processed social media data is above a threshold value; and

upon determining that the usefulness score for the processed social media data is above the threshold value, perform at least one of;

communicate the processed social media data to a business application to trigger an update to the business application,

communicate the processed social media data to a business application to trigger an update of demographic information of the account holder,

communicate the processed social media data to a business application to automatically configure a phone call to the account holder or party associated with the processed social media data, and

communicate the processed social media data to a business application to automatically update call scripts used by a customer service agent when communicating with a person associated with the financial account,

wherein the function to compute the usefulness score comprises;

a function to select, based on the particular business application from which the identifying information was received and on the financial account associated with the account holder for which information was received, a method for computing the usefulness score from among a plurality of methods for computing the usefulness score; and

a function to compute the usefulness score based on the selected method for computing the usefulness score, wherein the usefulness score comprises an identity match value and a context data relevance value for the processed social media data, the identity match value indicating a level of certainty that the processed social media data relates to the account holder associated with the received identifying information, and the context data relevance value indicating a relevance of the processed social media data based on a time span that is associated with a category of information contained in the processed social media data and based on the particular business application from which the identifying information was received and on the financial account associated with the account holder for which information was received.

23. The article of claim 20, wherein the identity match value is computed based at least in part on two or more identifiers associated with the account holder being matched in the processed social media data,

wherein the identifiers associated with the account holder include one or more of an account holder name, an account holder handle, an account holder email address, and an account holder phone number.