Systems and methods for monitored social media participation

• US 9,721,229 B1
• Filed: 11/21/2011
• Issued: 08/01/2017
• Est. Priority Date: 12/30/2010
• Status: Active Grant

• Current Assignee: United Services Automobile Association
• Original Assignee: United Services Automobile Association
• Inventors: Hernandez, Heather, Schofield, D. Benjamin
• Primary Examiner(s): Khan, Aftab N.
• Application Number:
  US13/301,537
• Time in Patent Office: 2,080 Days
• Field of Search: 705 1441, 705 1449, 709206, 709204, 707709
• CPC Class Codes: G06Q 10/101 Collaborative creation, e.g. joint development of products or services
• CPC Class Codes: G06Q 50/01 Social networking

Abstract

Systems and methods to provide for social media monitoring and employee social media monitoring are described herein. In one example, a system includes a database access engine configured to store a plurality of filtered social media postings; a scoring engine configured to analyze the filtered social media postings to determine a likelihood of a trigger event being associated with the filtered social media postings; a directory service engine, communicatively coupled to a directory service, configured to authenticate an employee and to determine the employee is authorized to respond to social media postings associated with the trigger event; and a social network access engine configured to post a response message from the employee to a social network in response to a first social media posting of the filtered social media postings.

Claims

1. A method comprising:

receiving, at a social media portal system comprising a processor and memory, filtered social media postings from a social media stream;

scoring, via the processor, a first social media posting of the filtered social media postings with respect to a likelihood of a trigger event being associated with the first social media posting, wherein both the trigger event and the first social media posting relate to a complaint about insurance;

routing, from the social media portal system, the first social media posting to a recipient based on the scoring indicating that the likelihood the first social media posting and the trigger event are associated;

receiving, at the social media portal system, a response from the recipient to the first social media posting;

maintaining, at the social media portal system, the response from the recipient to the first social media posting in a pending status;

receiving an approval indication that the response from the recipient to the first social media posting is approved to be provided to a social network; and

responsive to receiving the approval indication, providing, by the social media portal system and to the social network, the response from the recipient user to the first social media posting.

2. The method of claim 1, wherein receiving filtered social media postings from the social media stream comprises:

receiving social media postings related to an affinity group.

3. The method of claim 1, wherein scoring the first social media posting of the filtered social media postings with respect to the at least one trigger event comprises:

analyzing the first social media posting for keywords associated with the at least one trigger event.

4. The method of claim 1, further comprising:

determining a level of user access required for responding to the first trigger event; and

determining the recipient based on a level of user access granted to the recipient and the level of access required for responding to the first trigger event.

5. The method of claim 1, further comprising:

recording an entry in a social media posting queue indicating the first social media posting is associated with the first trigger event.

6. The method of claim 1, further comprising:

scoring the first social media posting in aggregate with a second social media posting of the filtered social media postings with respect to the at least one trigger event.

7. A system comprising:

a database access engine, comprising memory, configured to store a plurality of filtered social media postings;

a scoring engine, comprising a processor, configured to analyze, via the processor, the filtered social media postings to determine a likelihood of a trigger event being associated with the filtered social media postings;

a directory service engine, communicatively coupled to a directory service, configured to authenticate an employee and to determine the employee is authorized to respond to social media postings associated with the trigger event; and

a social network access engine, comprising a network interface device, configured to;

receive a response message by the employee in response to a first social media posting of the filtered social media postings;

maintain the response message in a pending status;

receive an approval indication that the response message is approved to be posted to a social network; and

responsive to receiving the approval indication, post the response message, via the network interface device, to a social network in response to a first social media posting of the filtered social media postings.

8. The system of claim 7, wherein the database access engine is configured to store the response message within an audit database, and further comprising a reporting engine configured to provide a report on the response message.

9. The system of claim 7, wherein the trigger event is a car accident.

10. The system of claim 7, wherein the directory service engine is configured to determine a social media account the employee is authorized to use when posting to a social media site.

11. The system of claim 10, wherein the social network access engine is configured to post the response message to the social network from the social media account.

12. The system of claim 7, wherein the first social posting is from a customer of an employer, and wherein the employee works for the employer.

13. The system of claim 12, wherein the social network access engine is configured to retrieve social media postings that have been posted by the customer.

14. A non-transitory computer-readable medium with instructions stored thereon, which when executed by a processor, cause the processor to:

receive a plurality of filtered social media postings;

calculate a likelihood of an occurrence of a trigger event for a first social media posting of the filtered social media postings;

determine a user is authorized to send a response to social media postings indicating the trigger event;

route the first social media posting to the user based on a comparison between the likelihood of the occurrence of the trigger event and a threshold value;

receive a message, from the user, in response to the first social media posting;

maintain the message in response to the first social media posting in a pending status;

receive an approval indication that the message in response to the first social media posting is approved to be sent;

responsive to receiving the approval indication, sending the response from the user to the first social media posting; and

receive an indication that the user has sent the message in response to the first social media posting.

15. The non-transitory computer-readable medium of claim 14, further comprising instructions, which when executed by the processor, cause the processor to:

display a representation of the likelihood of the occurrence of the trigger event concurrently with contents of the first social media posting and a representation of the trigger event.

16. The non-transitory computer-readable medium of claim 14, wherein the filtered social media postings relate to an affinity group.

17. The non-transitory computer-readable medium of claim 14, wherein the instructions to calculate the likelihood of the occurrence of the trigger event comprise instructions to parse contents of the first social media posting for keywords related to the trigger event.

18. The non-transitory computer-readable medium of claim 14, further comprising instructions, which when executed by the processor, cause the processor to:

record an entry in a social media posting queue indicating the first social media posting is associated with the trigger event.

19. The non-transitory computer-readable medium of claim 14, further comprising instructions, which when executed by the processor, cause the processor to:

record an entry in an audit database indicating the first social media posting has been responded to by the user.