METHOD FOR DISCOVERING CUSTOMERS TO FILL AVAILABLE ENTERPRISE RESOURCES

• US 20110125580A1
• Filed: 04/19/2010
• Published: 05/26/2011
• Est. Priority Date: 11/20/2009
• Status: Abandoned Application

• Current Assignee: Avaya Incorporated
• Original Assignee: Avaya Incorporated
• Inventors: Skiba, David, Erhart, George, Matula, Valentine C.
• Application Number:
  US12/762,856
• Publication Number:
  US 20110125580A1
• Time in Patent Office: Days
• US Class Current: 705/14.54
• CPC Class Codes: G06Q 30/0201 Market modelling; Market analysis; Collecting market data
• CPC Class Codes: G06Q 30/0204 Market segmentation
• CPC Class Codes: G06Q 30/0256 User search
• CPC Class Codes: G06Q 30/0264 based upon schedule
• CPC Class Codes: G06Q 30/0269 based on user profile or attribute
• CPC Class Codes: G06Q 50/01 Social networking
• CPC Class Codes: G10L 15/005 Language recognition
• CPC Class Codes: H04M 2203/655 Combination of telephone service and social networking messaging within social networks H04L51/52
• CPC Class Codes: H04M 3/42068 where the identifier is used to access a profile
• CPC Class Codes: H04M 3/5191 interacting with the Internet
• CPC Class Codes: H04M 3/5233 Operator skill based call distribution
• CPC Class Codes: H04M 7/0024 Services and arrangements where telephone services are combined with data services arrangements which combine a telephonic equipment and a computer H04M7/0012
• CPC Class Codes: H04W 4/21 for social networking applications

Abstract

The provided contact center can locate customers that may be willing to buy goods or services, wherein those goods or services may have shelve lives or pending disposal dates. A profile for a customer is created in a dialog data structure; the customer is a likely purchaser of the goods or services. Social media messages are analyzed to determine if a poster is of a type that would be willing to buy a certain product. If the social media user is such a type, the contact center can contact the social media user and offer the product or service to that customer. As such, the enterprise receives a service that quickly locates customers that may be willing to products and allows them to dispose of the products that have certain shelve lives.

Claims

1. A method comprising:

receiving, by a processor, an advertising campaign having a profile for a customer;

determining, by the processor, a social media user related to the profile; and

providing, by the processor, the advertising campaign to the social media user.

2. The method as defined in claim 1, wherein the advertising campaign is for an excess-capacity good or service.

3. The method as defined in claim 1, wherein the advertising campaign has a parameter.

4. The method as defined in claim 3, wherein the parameter is a time at which a good or service must be sold by.

5. The method as defined in claim 1, wherein the social media user is related to the profile based on a social media message sent by the social media user.

6. The method as defined in claim 1, wherein the social media user is related to the profile based on a social media message history.

7. The method as defined in claim 1, wherein providing the advertising campaign comprises at least one of a group consisting of sending a direct contact message to a communication device associated with the social media user and sending a post to a social media network for the social media user.

8. The method as defined in claim 1, wherein the advertising campaign is instructed by a dialog data structure.

9. The method as defined in claim 8, wherein the dialog data structure is created for the advertising campaign, wherein creating the dialog data structure comprises receiving an identity for a social media user;

receiving a search term for the social media user;

receive a campaign parameter for the advertising campaign;

receive a contact communication for the social media user; and

storing the identity, search term, campaign parameter, and contact communication in a dialog data structure.

10. A computer readable medium having stored thereon processor executable instructions that cause a computing system to execute a method for creating an advertising campaign directed to a social media user, the instructions comprising:

instructions to receive an identity, wherein the identity is a profile describing two or more social media users and wherein the profile is of a social media user that may want to buy an expiring good or service;

instructions to receive a search term for the social media user;

instructions to receive a campaign parameter for the advertising campaign;

instructions to receive a contact communication for the social media user, wherein the contact communication directs the social media user how to purchase the expiring good or service; and

instructions to store the identity, search term, campaign parameter, and contact communication in a dialog data structure.

11. The computer readable medium as defined in claim 10, wherein the expiring good or service has one of a group consisting of a shelf life and a date upon which the product or service must be used.

12. The computer readable medium as defined in claim 11, wherein at least one of the campaign parameters is a date upon which the advertising campaign terminates and wherein the date upon which the advertising campaign terminates is associated with the shelf life or the date upon which the product or service must be used.

13. The computer readable medium as defined in claim 10, wherein the search term is associated with the expiring good or service.

14. The computer readable medium as defined in claim 10, wherein the social media user posts a message on at least one of Facebook, Twitter, Spoke, MySpace, a blog, a video blog, or a chat room.

15. The computer readable medium as defined in claim 10, wherein the dialog data structure is created by a dialog creator.

16. A communication system comprising:

a social media gateway in communication with a social media network, the social media gateway operable to obtain criteria a social media message from the social media network;

a dialog system in communication with the social media gateway, the dialog system operable to determine if an input for a dialog data structure associated with an advertising campaign compares to information in the social media message and, if the input does compare to information in the social media message, providing an identity of a social media user associated with the social media message; and

a contact center in communication with the dialog system, the contact center operable to receive the identity of the social media user and operable to provide the advertising campaign to the social media user.

17. The communication system as defined in claim 16, wherein the dialog system comprises:

a dialog core in communication with the social media gateway, the dialog core operable to compare information associated with the social media user or in the social media message to the input;

a heuristic rules and dialogs database in communication with the dialog core, the heuristic rules and dialogs database operable to store the dialog data structure;

a dialog creator in communication with the heuristic rules and dialogs database, the dialog creator operable to create the dialog data structure and operable to store the dialog data structure into the heuristic rules and dialogs database;

a message history database in communication with the dialog core, the message history database operable to store an social media message history in which the dialog core can evaluate to determine if the social media user compares to the input; and

an agent interface in communication with the dialog core and an agent associated with the contact center, the agent interface operable to send the identity of the social media user to the agent to direct the advertising campaign to the social media user.

18. The communication system as defined in claim 17, wherein the dialog core comprises a text processing component operable to compare content of the social media message to the input to determine if the social media user that posted the social media message is subject to the advertising campaign.

19. The communication system as defined in claim 16, wherein the advertising campaign is associated with a good or service having a limited shelf life.

20. The communication system as defined in claim 19, wherein the advertising campaign is conducted for a predetermined period of time, the predetermined period of time associated with the limited shelf life.