Social media feedback for routing user communications

Patent metadata

Field	Value
Publication number	US-10027618-B2
Application number	US-201715652182-A
Country	US
Kind code	B2
Filing date	Jul 17, 2017
Priority date	Jul 31, 2014
Publication date	Jul 17, 2018
Grant date	Jul 17, 2018

Abstract

A call handling platform receives a call placed by a caller to a calling number. The platform examines parameters of the call, determines identifying information of the caller and matches the identifying information with a social network username corresponding to a social media network. The platform obtains the caller's social network data from the social media network. Using the social network data, the platform computes a social network influence score for the caller. The platform compares the social network influence score to a predetermined influence score threshold value and determines that the social network influence score for the caller indicates that the activity of the caller in the social media network has a high level of impact. The platform accordingly selects a first human agent at a call center and routes the call to the first human agent at the call center.

First claim

What is claimed is:

1. A computer-implemented method comprising:
configuring, by an application builder, one or more social network parameters for a first contact center based on first configuration data received in association with a first contact center;
configuring, by the application builder, one or more social network parameters for a second contact center based on second configuration data received in association with a second contact center, wherein the second configuration data is different from the first configuration data;
receiving, at a contact handling platform, a communication initiated by a customer obtaining, by the contact handling platform and from a social media network, social network data associated with the customer;
computing, by the contact handling platform, a score for the customer using the social network data, wherein the score reflects a numerical measure of a level of impact of the customer in the social media network, wherein the score is computed based on the one or more social network parameters configured for the first or second contact center;
accessing, by the contact handling platform, a preset threshold value;
comparing, by the contact handling platform, the score to the threshold value;
in response to determining, by the contact handling platform and based on the comparing, that the score for the customer indicates that the activity of the customer in the social media network has a high level of impact, selecting a first human agent associated with the first or second contact center; and
routing, by the contact handling platform, the communication to the first human agent associated with the first or second contact center.

2. The method of claim 1 , further comprising:
obtaining a list of human agents available at the contact center for handling the communication;
determining one or more characteristics of the human agents; and
selecting the first human agent for routing the communication based on the determined characteristics of the human agents and the score of the customer.

3. The method of claim 1 , further comprising:
determining that a human agent is not available at present to handle the communication; and
in response to the determining, placing the communication in a queue, wherein an order of calls placed in the queue are based on scores of associated customers.

4. The method of claim 1 , wherein computing the score for the customer using the social network data comprises:
measuring values of one or more social network parameters by analyzing the social network data; and
computing the score based on the measured values of the one or more parameters.

5. The method of claim 4 , wherein the one or more parameters are configured by a content provider associated with the calling number using a graphical user interface (GUI) provided by the contact handling platform, the method further comprising:
assigning weights to the measured values of the one or more parameters, wherein the weights are configured by the content provider; and
computing the score based on the weighted values of the one or more parameters.

6. The method of claim 1 , wherein receiving the communication placed by the customer comprises:
initially routing the communication to an interactive voice response (IVR) module associated with the contact handling platform;
collecting data points based on an interaction of the customer with the IVR module during the communication;
computing an experience score for the customer using the data points, wherein the experience score reflects a numerical measure of a level of satisfaction of the customer in interacting with the IVR module during the communication;
accessing a predetermined experience score threshold value that indicates a first level of customer satisfaction;
comparing the experience score to the experience score threshold value; and
conditioned on determining, based on the comparing, that the experience score for the customer indicates that the customer has a lower level of satisfaction than the first level of satisfaction, deciding to route the communication to a human agent at the contact center.

7. The method of claim 1 , further comprising:
determining whether an option for recording a communication is enabled; and
based on determining that the option for recording a communication is enabled, initiating recording of interaction between the customer and the first human agent.

8. The method of claim 1 , wherein determining that the score for the customer indicates that the activity of the customer in the social media network has a high level of impact comprises determining that the score for the customer is greater than the influence score threshold value.

9. A computer-implemented method comprising:
receiving, at a handling platform, a first communication placed by a customer to a calling number;
determining, by the contact handling platform, identifying information of the customer from parameters of the first communication;
determining, by the contact handling platform, that a social network username of the customer corresponding to a social media network is not known to the contact handling platform;
sending, by the contact handling platform and to the customer, a first message requesting that the customer provide a feedback corresponding to the communication on the social media network;
receiving, at the contact handling platform and from the customer, a response indicating agreement by the customer to provide the feedback;
based on receiving the response indicating the agreement by the customer, preparing, by the contact handling platform, a feedback form with prepopulated content that includes tracking information associating the feedback form to the identifying information of the customer;
sending, by the contact handling platform and to the customer, a second message including information corresponding to the feedback form;
receiving, at the contact handling platform and from the social media network, an acknowledgement message indicating that the customer has posted the feedback on the social media network, wherein the acknowledgement message includes the social network username of the customer corresponding to the social media network and the tracking information;
obtaining, by the contact handling platform, the social network username of the customer and the tracking information from the acknowledgement message;
retrieving, by the contact handling platform, the identifying information of the customer based on the tracking information obtained from the acknowledgement message; and
associating, by the contact handling platform, the identifying information of the customer with the social network username of the customer obtained from the acknowledgement message.

10. The method of claim 9 , wherein the first message includes an offer to reward the customer for providing the feedback, the method further comprising:
based on associating the identifying information of the customer with the social network username of the customer, sending the reward to the customer for providing the feedback.

11. The method of claim 9 , further comprising:
receiving, at the contact handling platform, a second communication placed by the customer to the calling number;
determining, by the contact handling platform, the identifying information of the customer from parameters of the second communication;
matching, by the contact handling platform, the identifying information of the customer with the social network username of the customer obtained from the acknowledgement message;
obtaining, by the contact handling platform and from the social media network, social network data associated with t

Assignees

• Genesys Telecommunications Laboratories Inc

Inventors

• Harasimiuk Pawel
• Wellman Aaron
• Frazier Lindsay
• Kumar Praphul

Classifications

• H04M3/5191 Primary

  interacting with the Internet · CPC title

• H04M2203/655

  Combination of telephone service and social networking · CPC title

• H04L51/32 Primary

  Electricity · mapped topic

• H04L51/52 Primary

  for supporting social networking services · CPC title