Sentiment Management System

• US 20160048502A1
• Filed: 08/18/2014
• Published: 02/18/2016
• Est. Priority Date: 08/18/2014
• Status: Active Grant

• Current Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Original Assignee: Wells Fargo Bank NA (Wells Fargo & Company)
• Inventors: Montenegro, Dennis Emmanuel, Nandanuru, Prasanth, Arln, Pavan Kumar, Yevanna, Yejjala
• Granted Patent: US 10,084,913 B2
• Time in Patent Office: Days
• US Class Current: 1/1
• CPC Class Codes: G06Q 30/016 After-sales
• CPC Class Codes: H04M 2203/558 Databases
• CPC Class Codes: H04M 3/51 Centralised call answering arrangements requiring operator intervention , e.g. call or contact centers for telemarketing
• CPC Class Codes: H04M 3/5166 in combination with interactive voice response systems or voice portals, e.g. as front-ends

Abstract

A method of managing customer sentiment includes: monitoring an interaction of a customer with customer interactive media; deriving a sentiment of the customer from the interaction of the customer with the customer interactive media; generating sentiment data for the customer; and updating customer data in a customer database with the sentiment data in real-time.

Claims

1. A method of managing customer sentiment, the method comprising:

monitoring an interaction of a customer with customer interactive media;

deriving a sentiment of the customer from the interaction of the customer with the customer interactive media;

generating sentiment data for the customer;

updating customer data in a customer database with the sentiment data; and

generating a predictive model for customer service based upon the sentiment data, the predictive model being configured to suggest possible actions to be taken for the customer.

2. The method of claim 1, further comprising:

receiving a request for registering information about the customer interactive media; and

storing the information about the customer interactive media in the customer database.

3. The method of claim 2, wherein the information about the customer interactive media is at least one selected from a customer interactive media address, username, email address, and phone number.

4. The method of claim 1, further comprising:

verifying an identity of the customer based upon customer data stored in a customer database.

5. The method of claim 4, wherein verifying the identity of the customer includes determining profile information of the customer in the customer interactive media that matches with the customer data in the customer database.

7. The method of claim 1, wherein the customer interactive media includes social media and customer service centers.

8. The method of claim 1, wherein the interaction of the customer with the customer interactive media includes at least one social media post generated by the customer on a social media.

9. The method of claim 8, wherein monitoring the interaction of the customer with the social media includes detecting the social media post relevant to a predetermined service provided for the customer.

10. The method of claim 1, wherein monitoring the interaction of the customer with the customer interactive media includes determining the customer'"'"'s interaction that matches a predetermined search parameter.

11. The method of claim 1, further comprising:

receiving a request of an operator for retrieving the customer data from the customer database; and

displaying the customer data including the sentiment data to the operator.

12. The method of claim 1, further comprising:

generating an alert to an operator, the alert including information about the sentiment data for the customer in real-time.

21. The method of claim 1, further comprising:

receiving a request to retrieve the updated customer data; and

displaying the updated customer data.

6. (canceled)

13. A system of managing customer sentiment for customer service, the system comprising:

a processing device configured to control a sentiment analysis engine;

a customer database configured to store customer data; and

a computer readable storage device storing software instructions that, when executed by the processing device, cause the sentiment analysis engine to;

monitor an interaction of a customer with customer interactive media;

derive a sentiment of the customer from the interaction of the customer with the customer interactive media;

generate sentiment data for the customer;

update customer data in the customer database with the sentiment data; and

generate a predictive model for customer service based upon the sentiment data, the predictive model being configured to suggest possible actions that can be taken for the customer.

14. The system of claim 13, wherein the software instructions further cause the sentiment analysis engine to:

receive a request for registering information about the customer interactive media; and

store the information about the customer interactive media in the customer database.

15. The system of claim 13, wherein the software instructions further cause the sentiment analysis engine to:

verify an identity of the customer based upon customer data stored in a customer database.

17. The system of claim 13, wherein the software instructions further cause the sentiment analysis engine to:

detect a customer interactive media post generated by the customer and relevant to a predetermined service provided for the customer.

18. The system of claim 13, wherein the software instructions further cause the sentiment analysis engine to:

receive a request of an operator for retrieving the customer data from the customer database; and

display the customer data including the sentiment data to the operator.

19. The system of claim 13, wherein the software instructions further cause the sentiment analysis engine to:

generate an alert to a business operator, the alert including information about the sentiment data for the customer in real-time.

22. The system of claim 13, further comprising:

receive a request to retrieve the updated customer data; and

display the updated customer data.

16. (canceled)

20. A computer-readable storage device comprising software instructions that, when executed, cause a parameter measuring device to:

receive a request for registering information about customer interactive media;

monitor an interaction of a customer with the customer interactive media by detecting a customer interactive media post generated by the customer and relevant to a predetermined service provided for the customer;

verify an identity of the customer based upon customer data stored in a customer database;

derive a sentiment of the customer from the interaction of the customer with the customer interactive media;

generate sentiment data for the customer;

update customer data in a customer database with the sentiment data;

generate a predictive model for customer service based upon the sentiment data, the predictive model being configured to suggest possible actions to be taken for the customer;

receive a request by an operator for retrieving the customer data from the customer database;

display the customer data to the operator, the customer data including the sentiment data and the suggested possible actions; and

generate an alert to the operator, the alert including information about the sentiment data for the customer.